Fionna Ganiran
Melbourne,VIC
Summary
I have a unique combination of skill set within the field of Fraud Operations and Banking which supports my vision of becoming a result-oriented analyst. I am proactive at problem solving while also striving to provide the highest quality of customer service.
Overview
3
3
years of professional experience
Work History
Card Dispute Analyst
ANZ Plus
11.2023 - Current
- Analyzed 20+ daily customers claim by determining chargeback rights under Visa Chargeback Scheme rules while also ensuring claims raised are genuine.
- Investigated fraud claims in accordance to ePayments Code.
- Identified trends in disputes to inform company-wide strategies for risk mitigation and process improvement.
- Managed escalations from clients or other internal departments, addressing concerns in timely and professional manner to maintain positive relationships.
Digital Channels Analyst
NAB
07.2023 - 09.2023
- Handled 40+ daily card and digital fraud/scam report via in-app live messaging from customers
- Produced detailed reports of fraud investigations by assessing trends and fraud analytics data
- Monitored and replied to 50+ NAB Fraud public email daily
- Served as subject matter expert within the organization on all aspects of dispute management, providing guidance when needed during complex cases or escalations.
Digital Fraud Analyst
NAB
01.2023 - 07.2023
- Handled 30+ daily digital fraud (BPAY, RTGS, and internet banking) related inquiries through inbound and outbound calls
- Performed risk assessments to determine level of fraud risk and ensure investigation were conducted timely to reach 30 day SLA.
- Coached and trained 6 groups of staff on fraud prevention techniques to increase awareness and reduce risk.
Card Fraud Analyst
NAB
12.2021 - 01.2023
- Handled up to 60 daily card fraud related inquiries through inbound and outbound calls
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Educated customers of preventive measures to mitigate future card fraud risk
Sales Assistant
Myer
09.2021 - 12.2021
- Increased sales by building personalized customer relationships and providing excellent service.
- Boosted store revenue through upselling and cross-selling techniques.
- Met and exceeded KPI sales targets of A$5k consistently, contributing to overall team success.
Sales Assistant
Daiso
01.2021 - 12.2021
- Provided excellent customer service in high-paced retail environment
- Collaborated with up to 15 team members to achieve a cohesive and efficient store environment.
- Assisted in inventory management, ensuring accurate stock levels for optimal sales performance.
Education
Bachelor of Banking And Finance - Minoring in Economics
Monash University
Melbourne07.2021
Skills
Financial Crime
Fraud Operations
Fraud Detection
Complaint Management
Dispute Resolution
Customer Service
Languages
English
Native or Bilingual
Indonesian
Native or Bilingual
Chinese
Elementary
Timeline
Card Dispute Analyst
ANZ Plus
11.2023 - Current
Digital Channels Analyst
NAB
07.2023 - 09.2023
Digital Fraud Analyst
NAB
01.2023 - 07.2023
Card Fraud Analyst
NAB
12.2021 - 01.2023
Sales Assistant
Myer
09.2021 - 12.2021
Sales Assistant
Daiso
01.2021 - 12.2021
Bachelor of Banking And Finance - Minoring in Economics
Monash University
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