Elvis Kapetanovic
Taylors Hill,Australia
Summary
Entry-level Fraud Analyst with expertise in financial systems and data analysis, skilled in identifying suspicious activities, and conducting investigations. Proven track record in reducing fraudulent activity through enhanced internal controls. Recognised for strong analytical skills, empathy, and problem-solving abilities in risk management.
Overview
2
2
years of professional experience
Work History
Customer Service Agent: Commonwealth Bank
Probe CX
, Australia
02.2025 - 06.2025
- Inbound and some outbound calls.
- Update customer details, authenticated devices, and complete KYC verification.
- Ensure customers are properly identified before disclosing sensitive information or account maintenance.
- Recover accounts and handle disputed fraudulent transactions.
- Educate customers on their rights during the conversation, and display empathy.
- Provide accurate and timely responses for inquiries coming through.
- Identify and escalate priority issues.
- Document all information on customer interaction according to standard operating procedures.
- Always strive for good customer satisfaction and experience.
- Ensure that all calls are handled professionally, based on the Quality Guidelines set by the Client.
- Act ethically, with integrity, honesty, and trust, to uphold a compliance culture and maintain the highest standards of business conduct.
- Comply with high standards of data protection, security, and fraud prevention.
- 31 customer compliments, 6 staff compliments, with strong backing from my team trainer, team leader, and project manager, based on my adherence to procedures, KPIs, and customer satisfaction.
Contact Center Banking Consultant
Recoveriescorp
07.2023 - 02.2024
- Host inbound and outbound calls to investigate, identify, and establish the customer's capacity to repay their debts.
- Work with the customer to negotiate the collection of outstanding funds.
- Actioning incoming correspondence via email and mail.
- Creating detailed and accurate file action notes for all customer interactions.
- Providing insights and improvement initiatives.
- Providing high-level customer service in line with client requirements.
- Compliance with client and company policies and procedures.
- Displaying sensitivity to hardship and vulnerability issues in line with our mission, we help our communities build a financially sustainable future.
Education
Fraud Foundations Certificate - Banking and Finance
ACAMS
06.2025
High School Diploma -
Braybrook Secondary College
12-2018
Skills
- Excellent communication skills
- Thorough organizational skills
- Extensive ability to research and learn
- Regulatory compliance knowledge
- Critical thinking ability
- Fraud analysis and investigation
- Cybersecurity and ICT background
References
References available upon request.
Timeline
Customer Service Agent: Commonwealth Bank
Probe CX
02.2025 - 06.2025
Contact Center Banking Consultant
Recoveriescorp
07.2023 - 02.2024
Fraud Foundations Certificate - Banking and Finance
ACAMS
High School Diploma -
Braybrook Secondary College
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