Katia Najem
Overview
6
6
years of professional experience
Work History
DIGITAL FRAUD DETECTION ANALYST
Commonwealth bank
08.2024 - Current
- Utilised our fraud detection systems to monitor transactions and identify suspicious account activity, safeguarding client assets.
- Acted as the first point of contact for clients, investigating potential fraud, advising on preventative measures, and assisting with dispute resolution.
- Analysed transaction patterns, flagged emerging fraud trends, and collaborated with analytics teams to enhance detection protocols.
- Triaged and escalated disputed cases, ensuring accurate and timely resolution in line with compliance standards.
- Maintained strict adherence to quality assurance and regulatory policies to minimise risk and ensure operational excellence.
- Provided consistent feedback for the optimisation of alert rules after identifying ineffective measures, resulting in significant improvements in fraud detection rates.
- Detected and reported a new fraud trend, leading to the implementation of a proactive prevention rule.
- Consistently recognised for minimising fraud losses and providing actionable feedback to enhance fraud detection strategies.
- Delivered upskill training sessions and shared expertise with cross-functional teams, contributing to overall team capability and knowledge.
- Collaborated with cybercrime units and provided timely intelligence on emerging threats and trends.
- Shadowed executive management (EGM) to gain strategic insight into fraud risk management.
- Tested and implemented GenAI tools and F360 systems to optimise fraud detection processes.
- Received multiple recognitions from internal teams and customer compliments for exceptional service and fraud prevention efforts
DIGITAL FRAUD INBOUND ANALYST
Commonwealth bank
10.2023 - 08.2024
- Knowledge in navigating Commsee, FDP, and Splunk, along with the ability to understand Bio-catch behaviour biometrics that demonstrate fraud events.
- Actioned alerts to identify customers potentially engaged in fraudulent activities, and the ability to understand detection tools to mitigate risks.
- Exceptional communication skills and empathy were demonstrated while managing a high volume of customer calls and fraud alerts.
- Ensured prompt escalation of issues and risks, adhering to established protocols and guidelines, to effectively mitigate potential losses and safeguard customer assets.
- Handled inbound and outbound calls related to potential fraud or scam activity, providing empathetic and effective assistance to customers in distress.
- Async trained, communicating with customers via CBA online chat, and offering real-time support to address scam or fraud concerns efficiently.
- Trained new starters in call taking, with a focus on understanding Commsee, FDP, Splunk, and the fraud process flow.
- 1 on 1 coaching sessions with team members.
- Collaborating with GFMS teams, shadowing fraud detection & RAS processes to advance skills and knowledge, and subsequently implementing innovative strategies to enhance fraud detection capabilities.
- Worked closely with the Inwards team to streamline processes and reduce related reports, thereby minimising potential mule activity and fortifying the organisation's defences against financial crime.
- Playing a proactive role in assisting teams throughout the day by addressing questions and providing support, fostering a collaborative and cohesive work environment aimed at achieving collective goals and objectives.
- Constantly providing feedback to enhance productivity and the ability to speak up about fraud trends to the wider team and bring forth solutions to help minimise loss for customers and organisation.
- Communication with the cybercrime team providing detailed information about fraud events and examples. Engaged in shadowing the cybercrime team, gaining insights into how they analyse fraudulent behaviour.
TECHNICAL PRE-SALES ENGINEER
Lygon
11.2022 - 08.2023
- Utilised cybersecurity tools to capture and manage the customer/supplier report for monitoring purposes.
- Manage cyber incidents, compliance and risk using MSSP provider and monitoring of SIEM service.
- Managed Lygon's NIST CSF assessment and, in becoming ISO27001 compliant certification, analysed internal audits and risk assessments, including remediated evidence gaps, policy and procedures development.
- Implemented ISO27001 policies, processes and procedures for continual business improvement, mitigating disasters and produced guides for incident response process and plans, and led Lygon's incident and cyber team.
SALES OPERATIONS REPRESENTATIVE
Lygon
04.2022 - 11.2022
- I developed lead generation activities and planning outreaches which led to cold calling and emailing prospective clients to generate leads and set weekly client meetings for the sales team.
- Achieved high KPIs and targets above the benchmark for open rates, meetings booked, and response rates in corporate, government, and federal industries.
- Research and manage pipeline leads, tracking progress using a CRM system to identify potential clients at senior management or above levels tailoring outreach accordingly.
- Collaborative work with the sales team to ensure a smooth lead handoff, facilitate effective communication, provide analysed reports on outreach campaign metrics, and use data to improve future campaigns presenting in sales and monthly team meetings.
- I supported the sales team in in-person and online product demonstrations to showcase product capabilities and features to prospective clients.
IT ADMINISTRATOR - NETWORK AND SYSTEMS
Latash Financial Services
01.2019 - 02.2022
- Providing IT assistance, guidance and support, including working with third-party suppliers.
- Upgrading, installing and configuring new hardware and software
- Performing diagnostic tests and debugging procedures to optimise computer systems.
- Documenting processes, as well as backing up and archiving data.
- Establishing methods for data retrieval and recovery.
- Developed improvements to new or existing threat mitigation.
- Resolve incidents and problems associated with an end-user computer, equipment and software via email, remote, phone and face-to-face in Windows and Mac-based environments.
- Ensuring IT disaster recovery and business continuity capabilities are in place and regularly tested.
Education
Bachelor of Science - Information Technology
University of Technology
Diploma - Information Technology
UTS Insearch
Skills
- Demonstrated customer service excellence
- Technical skills in oral, written, visual, and digital communication
- Working knowledge of information security, risk management, or assurance
- Able to work collaboratively and individually to mitigate disasters and incident response processes, requiring analysis and evaluation of the solution
- Industry standards in ISO27001 compliance, audits, risk assessments, policy, and procedure development
- Successfully handling JIRA and Confluence tickets, ensuring a smooth security response process
References
References available upon request.
Timeline
DIGITAL FRAUD DETECTION ANALYST
Commonwealth bank
08.2024 - Current
DIGITAL FRAUD INBOUND ANALYST
Commonwealth bank
10.2023 - 08.2024
TECHNICAL PRE-SALES ENGINEER
Lygon
11.2022 - 08.2023
SALES OPERATIONS REPRESENTATIVE
Lygon
04.2022 - 11.2022
IT ADMINISTRATOR - NETWORK AND SYSTEMS
Latash Financial Services
01.2019 - 02.2022
Bachelor of Science - Information Technology
University of Technology
Diploma - Information Technology
UTS Insearch
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