EMMY CHAU
Deer Park,VIC
Summary
I am a passionate Digital Fraud and Scams Analyst at NAB, skilled in data interpretation and analytical problem solving. Through effective communication and collaboration, I have partaken in training initiatives to uplift new members within the team. I consistently look to improve or clarify processes, ensuring operational efficiency and customer satisfaction in high-stakes environments.
Overview
3
3
years of professional experience
Work History
Digital Fraud and Scams Analyst
NAB
Melbourne, VIC
10.2024 - Current
- Analysed payment data and the customer's profile holistically to accurately assess fraud alerts.
- Handled outbound calls to customer to mitigate Fraud and Scam events.
- Proficient in various DFAS related tasks - Alerts, FRX, SDR, Inbox etc.
- Experience in Digital Case Management - following up and finalising a Fraud and Scams life cycle.
- Worked collaboratively with colleagues to facilitate training and uplifting new team members in areas such as Digital Upskill (FA) training and DFAS Prohub.
- Provision of directives to team members as a Subject Matter Expert with considerations to organizational risks.
Fraud Assist Analyst
NAB
Melbourne, VIC
01.2023 - 10.2024
- Handled inbound calls related to Fraud and Scams on both the card and digital fronts.
- Held in-depth scam conversations with customers, discussing a wide array of Fraud and Scam typologies.
- Provided colleagues with insight on how to approach scam conversations while managing operational risks as a Subject Matter Expert.
- Participated in pilot projects such as 'Change Champion' for NUW rollout.
Sales Assistant
Champion DFO South Wharf
Melbourne, VIC
07.2022 - 01.2023
- Assisted customers with product inquiries and provided tailored recommendations.
- Managed inventory levels and organised stockroom for efficient product retrieval.
- Collaborated with team members to maintain visual merchandising standards.
- Processed sales transactions accurately using point-of-sale systems.
- Handled customer complaints professionally to ensure satisfactory resolutions.
Education
Bachelor of Business (Applied) - Economics & Finance
RMIT UNIVERSITY
Melbourne01.2025
VCE -
COPPERFIELD COLLEGE DELAHEY CAMPUS
Delahey01.2019
Skills
- Data interpretation
- Process improvements
- Verbal and written communication
- Attention to detail
- Analytical problem solving
- Excel proficiency
Languages
English
Native/ Bilingual
Vietnamese
Native/ Bilingual
Timeline
Digital Fraud and Scams Analyst
NAB
10.2024 - Current
Fraud Assist Analyst
NAB
01.2023 - 10.2024
Sales Assistant
Champion DFO South Wharf
07.2022 - 01.2023
Bachelor of Business (Applied) - Economics & Finance
RMIT UNIVERSITY
VCE -
COPPERFIELD COLLEGE DELAHEY CAMPUS
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