Dee Kaur
Wollert,Australia
Summary
Motivated and detail-oriented professional with 2.5 years of experience in superannuation member services at Australian Retirement Trust, where I developed strong skills in escalation management and compliance with industry regulations. Trained in Anti-Money Laundering and Counter-Terrorism Financing through both AUSTRAC and ART programs, with a demonstrated ability to notice patterns and escalate suspicious interactions in digital member communications. Currently pursuing a Master of Fraud and Financial Crime to build specialist expertise, supported by a Bachelor of Social Science (Psychology) from RMIT. I bring analytical thinking, resilience under pressure, and a commitment to continuous learning, making me well-suited to financial crime investigations.
Overview
12
12
years of professional experience
Work History
Member Service Consultant - Digital Interactions
Australian Retirement Trust
Melbourne, Australia
04.2023 - Current
- Handle 50+ webchats and emails daily, addressing superannuation enquiries with accuracy and compliance.
- Handle enquiries related to member, corporate and defined benefit accounts and support members with secure accounts and escalations.
- Work with Payments and Operations teams to investigate and resolve complex cases including Departing Australia Superannuation Payments (DASP).
- Quick to notice patterns and report suspicious interactions that may indicate potential compliance or fraud risks.
- Consistently achieve KPIs across quality, AHT, and first-contact resolution while supporting members through sensitive events.
- Maintained accurate records of member interactions and service requests.
- Reviewed policy changes and communicated updates to members effectively.
Retail Operations Manager
Urban Hub
South Wharf, Australia
01.2014 - 04.2023
- Supervised 7 staff and managed $2.5m annual turnover, balancing operational performance with risk controls.
- Reconciled daily cash/EFTPOS transactions (~$7k), monitored accounts payable/receivable, and conducted ledger reporting to ensure accuracy.
- Investigated and resolved 10+ customer complaints weekly, using data and documentation to prevent recurrence.
- Built strong foundations in financial accuracy, risk awareness, and escalation management transferable to compliance investigations.
Content Creator - Impact Assessment Intern
Restless Development
, India
03.2021 - 07.2021
- Company Overview: Restless Development (India)
- Conducted data collection and interviews to measure program impact against baseline and endline indicators.
- Reported findings on program delivery risks during COVID-19 to internal stakeholders.
- Wrote research-based essays and recommendations, developing analytical and reporting skills relevant to investigative work.
- Developed engaging content for youth-focused programs and initiatives.
- Conducted research to ensure relevance and accuracy of content produced.
- Edited and refined written materials for clarity and audience engagement.
Education
Master of Fraud and Financial Crime -
Charles Sturt University
Bachelor of Social Science - Psychology
RMIT University
MelbourneSkills
- Corporate Accounts
- Defined Benefit Knowledge
- Social Media Member Interactions
- Secure Accounts Handling
- Escalation Management
- Tasks - Member Enquiry and ESG
- Conflict Resolution
- Risk Awareness
- Critical Thinking
- Secure Accounts
- Social Media Management
- Adaptability
- Teamwork and Collaboration
Websites
Professional Development Training
- Completed all 10 AUSTRAC eLearning courses for AML/CTF compliance
- Completed ART's Anti-Money Laundering & Counter-Terrorism Financing Program
- Cultural Sensitivity Training
- Non-Verbal Communication Training
- Negotiation & Teamwork Workshops
References
Available upon request.
Personal Information
Citizenship: Australian Citizen
Timeline
Member Service Consultant - Digital Interactions
Australian Retirement Trust
04.2023 - Current
Content Creator - Impact Assessment Intern
Restless Development
03.2021 - 07.2021
Retail Operations Manager
Urban Hub
01.2014 - 04.2023
Master of Fraud and Financial Crime -
Charles Sturt University
Bachelor of Social Science - Psychology
RMIT University