LAKENA MANNING
Summary
My experience in Case management, Finance, Fraud / AML investigations, Customer Service, Debt Recoveries and Team Management, has given me the skills necessary to successfully achieve the highest of standards and expectations that an organization may require. I am experienced in many different aspects of investigation, managing a team, providing excellent customer service, and case management and I am keen to learn more. I have initiative and a positive work ethic making me an excellent addition to any team.
Overview
12
12
years of professional experience
Work History
Senior Financial Inclusion Officer
The Good Shepard
08.2022 - Current
- Training New Staff As the initial point of contact for CALD women experiencing family violence, and service providers, to provide confidential, professional, timely and relevant advice
- Providing advise to the team about Credit Management process
- Complete initial assessments with clients over the phone using trauma informed approach that includes exploring their individual circumstances, ensuring that the scope of the service is explained, safety is assessed, and that privacy and consent is discussed
- Develop support and referral plans using a strengths-based approach Provide support to clients over the phone to assist them with identifying and connecting with key support services
- To make appropriate referrals for women/men and children to access crisis accommodation and other relevant services
- Provide short term support, connecting with clients and referral partners
- Assist clients with all aspects of loan applications, including conducting one-on-one interviews with clients
- Preparing a budget with them and checking supporting documentation
- To identify and respond to immediate risks and needs for potential clients
- To provide women with information about available services and options to assist them in exercising choice on an informed basis
- To help build and maintain effective working relationships with main referral bodies and key agencies
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Credit Officer
The Good Shepard
05.2021 - 08.2022
- Training New Staff
- Review loan requests Ensuring that loan applications are in line with the company's financial policies, as well as state laws and regulations
- Evaluate creditworthiness and risks Monitor progress of existing loans
- Evaluate creditworthiness and risks
- Set up payment plans
- Maintain updated records of loan applications Maintaining records of loan applications by using loan management software
- Calculate financial ratios (e.g credit scores and interest rates)
- Contact staff to gather financial data and documentation
- Handling Domestic Violence, Financial Abuse cases
- Problem solving Providing feedback to internal / External staff regarding application submissions
- Follow up with clients about loan renewals
- Analyze risks and approve or reject loan request
- Assess clients' financial status to identify / Manage financial hardship
- To identify fraudulent applications / Documentation Provide audit reporting to management
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Adhered to banking standards and government lending guidelines for loan services for non - for - profit organisation.
- Organized and finalized loan applications for underwriter review.
Senior AML Analyst
Commonwealth Bank Australia
03.2020 - 03.2021
- Conduct performs and complete applicable Transaction Monitoring of alerts, through investigations and analysis, and identify any potential violation of AML/CTF sanction regulations
- Identified threats, vulnerabilities and suspicious behaviour patterns to recommend mitigation measures.
- Partnered with fraud manager to research and investigate cases.
- Prepared reports, metrics and research to support fraud initiatives and projects.
- Communicated with compliance manager to thwart potential money laundering or terrorist financing.
- Maintained fraud analysis models to improve company systems.
- Recommended new software tools and enhancements to improve fraud detection, prevention and reporting efforts.
- Training new staff
- Update the client documentation as required and undertake screening and open-source media searches on any new related parties
- Complaint Handling
- Problem Solving Conflict resolution KYC process Reporting to AUSTRAC / Federal Police Reporting and Lodging Suspicious Matter Reports Mitigating AML and CTF matters Conduct EDD on higher risk escalations from the onboarding team and event triggered and periodic reviews to identify and understand the financial crime risks associated with PEPs,
- Sanctions, and other higher risk relationships Assessing and disposition of negative media, and Politically Exposed Persons (“PEP”) alerts generated during client onboarding and client review processes
- Working cooperatively with Financial Crime Compliance and other business stakeholders to evaluate and mitigate the risks associated with new and existing high-risk client
- Resolving day-to-day issues arising during the EDD process, and escalating more complex challenges via the appropriate channel Prepare, review and lodge suspicious matters accordingly Conduct EDD on higher risk escalations from the onboarding team and event triggered and periodic reviews to identify and understand the financial crime risks associated with PEPs.
- Adherence to KPI's
- Undertake a gap analysis to identify and document any changes to the client's corporate or related party information and ensure they meet internal policies & procedures and external regulatory and compliance standards
- Analyze findings, determine if current risk rating remains appropriate and make recommendations on mitigation required to start, continue or rationale to exit the relationship
- Providing relevant recommendations based on the discrepancies, patterns and red flags identified during performing EDD.
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
Community Loan Worker
The Salvation Army NZ
06.2019 - 12.2019
- Leading / Managing new project – The Good Shop program Face to Face Client interaction
- Adherence to KPI's
- Link / referred clients to other services internal and external
- Providing Management with monthly reporting KYC process
- Review and update client's profile and application
- Review Loan Agreements to ensure they are completed and accurate according to policy and procedures
- Identifying False Applications Conducting presentations
- Building relationships in the community and stakeholders
- Handling High Volume Inbound/Outbound Calls Complaint
- Handling Work with clients to identify their financial goals and find ways to meet their goals
- Portfolio Managing Following up Overdue Loans / Recovering debt
- Assisting with Financial Hardship Cross selling to Client with other services we provide in the community
- Customer Service Authorised Application for Approval
- Marketing/ Sales
- Problem Solving
- Compute Payment Schedules
- Obtain and compile copies applicants documents
- Advise clients on their Financial Status
- Building relationships with the other community agencies
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Fraud Investigator Officer
Westpac Group
10.2018 - 05.2019
- Adhere to KPI's Managing Westpac Group clients – Bank SA, St George, and Bank of Melbourne
- Skip Tracing Problem Solving
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Acting Team Leader whilst Leaders are away unwell or on leave
- Collecting Commercial Accounts
- Assisting Banking Enquiries Identifying other criminal activity or suspicious activity
- Reporting to AUSTRAC
- Handling High Volume of Inbound/Outbound Calls
- Liaise with internal and external stakeholders
- Providing 5-star customer service Senior Fraud & Disputes Investigator
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
Acting Team Leader
ME Bank
05.2011 - 10.2018
- This role includes, whilst Leaders are away unwell or on leave Training New Staff Obtain all the relevant information to handle inquires and complaints Exposure to lending processes Detecting Fraud Rings, Identity takeover, and Scams
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Assisting Lawyers and Police enquiries Submitting Suspicious Matter Reporting Assisting the risk team in ensuring the best practices are met for both the business and the customer
- Monitoring Cyber Crime activity Problem Solving Complaint Handling Having face to face meetings with Victims Conflict resolution KYC process Mitigate AML and CTF matters
- Efficient & Prompt Actioning of PRM/AML alerts/reports allocated and any Suspect Matter
- Reports to be provided to AUSTRAC as per policy and procedure
- Conducting thorough investigations on possible fraudulent activity Live monitoring of transactions and online applications Microsoft Office, Falcon, Salesforce, Zeal and T24 (CRM Systems) Handling Identity thefts, scams, fraud rings, Money Laundering and Account takeovers Systems Web threat, PRM, Pega, instinct, Cadencie, intellinx, Ultracs, Word, Excel.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Reviewed transactions and receipts to identify any suspicious activity.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
Education
MARAM Training -
2022
Family Violence Foundations - undefined
2022
ASIST Training - undefined
2022
Business Office Administration Certificate - undefined
2022
Fraud Certificate - undefined
2015
Retail Operations Certificate 1 & 2 - undefined
2004
MYOB Certificate - undefined
2002
Skills
- Quality Standards
- Customer Satisfaction
- Fraud Patterns
- Customer Care
- Process Evaluations
- Regulatory Compliance
- Reactions Awareness
- Client Interactions
- Analytical Thinking
- Bank Transaction Processing
- Customer Accounts Management
Timeline
Senior Financial Inclusion Officer
The Good Shepard
08.2022 - Current
Credit Officer
The Good Shepard
05.2021 - 08.2022
Senior AML Analyst
Commonwealth Bank Australia
03.2020 - 03.2021
Community Loan Worker
The Salvation Army NZ
06.2019 - 12.2019
Fraud Investigator Officer
Westpac Group
10.2018 - 05.2019
Acting Team Leader
ME Bank
05.2011 - 10.2018
MARAM Training -
Family Violence Foundations - undefined
ASIST Training - undefined
Business Office Administration Certificate - undefined
Fraud Certificate - undefined
Retail Operations Certificate 1 & 2 - undefined
MYOB Certificate - undefined
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