Mark Spencer
Thornbury,VIC
Summary
Senior fraud and risk professional with over 6 years’ experience in financial services, specialising in fraud escalations, investigative analysis, and stakeholder collaboration. Known for a calm, methodical approach and a strong focus on clarity, integrity, and continuous improvement in risk environments.
Overview
15
15
years of professional experience
Work History
Senior Fraud Analyst
Macquarie Bank
10.2023 - Current
- Produced detailed reports on fraud and scam events, contributing insights during senior management meetings
- Communicated with internal stakeholders to ensure systems and processes remain aligned with evolving fraud risks
- Collaborated with banks and financial institutions to prevent, detect, and respond to malicious activities
- Supported efforts with external partners to recover funds lost in fraud and scam incidents
- Worked closely with team members to analyze fraud trends and develop strategies to combat emerging threats
Fraud Analyst
Macquarie Bank
08.2022 - 10.2023
- Utilised fraud detection software and analytics to identify malicious activity and prevent financial losses
- Conducted interviews with high-risk new clients to assess identity takeover risks
- Performed risk assessments to evaluate fraud exposure and prioritize investigations
- Delivered training to staff on fraud prevention techniques to enhance awareness and reduce risk
Transaction Specialist
Macquarie Bank
04.2022 - 08.2022
- Contacted clients to verify transaction activity and prevent fraudulent or scam-related transactions
- Identified potential fraud risks and escalated issues promptly to manage risk effectively
- Addressed customer questions and concerns promptly and professionally on a daily basis
Collections and Customer Service Specialist
Payright
09.2020 - 04.2022
- Assisted customers in establishing manageable debt repayment plans based on their financial situation
- Delivered exceptional customer service during collection calls, maintaining a calm and professional demeanor
- Utilised skip tracing and other techniques to locate debtors
- Accurately recorded client details and notes for interdepartmental access and review
Fraud & Payments Analyst
BetEasy
09.2018 - 09.2020
- Proactively identified and prevented fraudulent activities
- Monitored potential problem gambling behaviors to enable timely interventions
- Prevented chargebacks and defended cases to minimise financial losses
- Collected KYC documentation from high-risk accounts while minimising customer disruption
- Processed large volumes of client payments, including international funds transfers
- Streamlined and improved processes to prioritise first-point fraud prevention
- Implemented and maintained PCI-compliant procedures
- Acted as a primary contact for fraud and payment escalation issues
- Liaised regularly with banks and clients affected by payment and identity theft
Customer Service Agent
BetEasy
02.2017 - 09.2018
- Maintained high customer satisfaction by proactively addressing needs and resolving concerns
- Handled high volumes of customer calls, chats, and emails efficiently with minimal wait times
- Sustained energy and enthusiasm in a fast-paced environment
- Executed daily tasks accurately and efficiently
Wait Staff Member
Kellys Bar and Grill
09.2016 - 02.2017
Nursery Hand
Grahams Factree
07.2014 - 06.2016
Customer Service Member
Woolworths
01.2010 - 01.2013
Education
Diploma - Nursing
Swinburne University
VIC02.2018
VCE Certificate -
Mt Lilydale Mercy College
VIC12.2012
Skills
- Fraud risk detection, prevention, and assessment
- Reporting and analysis of fraud/scam events for management
- Strong stakeholder engagement with internal teams and external banks
- Proficient with fraud systems (RSA, PRM, Accertify) and payment gateways (Braintree, PayPal, POLi)
- Experience with business banking platforms (CommBiz, NAB Connect)
- Utilised AI tools to improve accuracy and efficiency in fraud reporting and data analysis
- Experienced in MS Office, Jira, Tableau and customer service tools (ZenDesk, Cisco)
- Guided new staff through fraud detection processes and tools to enhance their effectiveness
- Customer service and collections expertise
Timeline
Senior Fraud Analyst
Macquarie Bank
10.2023 - Current
Fraud Analyst
Macquarie Bank
08.2022 - 10.2023
Transaction Specialist
Macquarie Bank
04.2022 - 08.2022
Collections and Customer Service Specialist
Payright
09.2020 - 04.2022
Fraud & Payments Analyst
BetEasy
09.2018 - 09.2020
Customer Service Agent
BetEasy
02.2017 - 09.2018
Wait Staff Member
Kellys Bar and Grill
09.2016 - 02.2017
Nursery Hand
Grahams Factree
07.2014 - 06.2016
Customer Service Member
Woolworths
01.2010 - 01.2013
Diploma - Nursing
Swinburne University
VCE Certificate -
Mt Lilydale Mercy College
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