Melissa Reinli
Blakeview,SA
Summary
Experienced banking leader with over a decade of success in risk analysis, compliance, and operational leadership across branch and regional portfolios. Proven track record in identifying financial crime risks, refining monitoring systems, and achieving zero audit findings across multiple years. Adept at leading investigations, managing sensitive information, and aligning operational practices with AML/CTF obligations. Passionate about contributing to purpose-led banking through proactive financial crime prevention and community trust.
Overview
14
14
years of professional experience
Work History
Risk Analyst
Westpac Banking Corporation
Adelaide, SA
12.2024 - Current
- Investigated material discrepancies across high-value client portfolios, reconciling over $4M in variances across reporting cycles.
- Triaged and escalated insolvency-related transactions, enabling a 30% faster resolution time in coordination with legal and recovery teams.
- Collaborated with financial crime teams and external administrators to validate declarations and detect potential concealment of assets.
- Drafted detailed investigation reports with risk exposure summaries, supporting leadership decisions and ASIC reporting requirements.
- Advised senior management on appropriate actions based on results from analyses.
- Developed, defined and optimized approaches to handle account delinquencies, enhance recovery efforts and implement settlement programs.
- Implemented operational vision for data analytics and reporting, including identification of key requirements and continuous improvement opportunities.
Branch Manager - Secondment
Bank SA
Elizabeth, SA
06.2022 - 08.2025
- Improved Net Promoter Score by 20% by actively managing escalations and introducing customer feedback loops.
- Regularly reviewed daily branch transactions to detect anomalies or suspicious behavior, contributing to a 25% reduction in cash-based threshold breaches through early intervention and escalation.
- Led high-value customer investigations and escalations, using risk frameworks to assess potential fraud, leading to multiple successful case handoffs to compliance and financial crime teams.
- Conducted AML awareness refreshers for branch staff, boosting referral accuracy and increasing suspicious matter reporting compliance by 30%.
- Acted as the primary contact between the branch and risk/compliance departments during AML events, enabling fast triage and coordinated response.
- Performed enhanced due diligence on high-net-worth and politically exposed persons (PEPs), escalating high-risk accounts per AML obligations.
Ballot Assitant
AEC
Blakeview, SA
05.2025 - 05.2025
- Greeted visitors, clients and guests in a professional manner.
- Developed positive relationships with internal customers through effective communication techniques.
- Assisted in the preparation of reports, presentations and correspondence.
- Ensured office equipment was operational, stocked with supplies and maintained in a clean condition.
- Entered data into databases accurately and efficiently.
- Organized and maintained filing systems for documents and records.
- Gathered and sorted data for reports and files.
Senior Customer Service Officer
Bank SA
Elizabeth , SA
08.2022 - 12.2024
- Directed multiple branches while embedding a culture of vigilance and compliance, contributing to zero audit findings across multiple locations and ensuring alignment with AML/CTF obligations.
- Enhanced fraud detection accuracy by 18% through refinement of risk parameters, transaction monitoring thresholds, and frontline escalation protocols—directly supporting AML operational goals.
- Oversaw frontline investigations into anomalous account behavior, coordinating with internal compliance teams to successfully escalate high-risk cases for formal review and resolution.
- AML/CTF awareness initiatives across branches, achieving a 30% increase in suspicious matter reporting accuracy through tailored training, coaching, and compliance drills.
- Implemented Power BI dashboards for anomaly detection and KPI tracking, reducing lag in incident response by 50% and improving early detection capabilities across branch networks.
- Represented the bank at local business forums and compliance steering committees, reinforcing brand trust and shaping regional financial crime prevention narratives.
Senior Customer Service Officer
Bank SA
North Adelaide , SA
03.2020 - 05.2022
- Handled an average of 90 client interactions daily, ensuring accurate resolution and follow-up within 24 hours.
- Processed sensitive transactions with 100% accuracy, verified through quarterly internal audits and spot checks.
- Developed a knowledge base of FAQs and process guides, cutting average enquiry handling time by 25%.
- Trained and mentored 10+ new staff, accelerating onboarding time by 30% and improving first-contact resolution rates.
- Supported rollout of a new digital appointment system, increasing online bookings by 35% within three months.
Customer Service Officer
Bank SA
Norwood , SA
06.2011 - 03.2020
- De-escalated 98% of customer complaints without the need for managerial intervention by applying active listening and empathy.
- Processed sensitive transactions with 100% accuracy, verified through quarterly internal audits.
- Upsold financial products to 20% of clients during service interactions, contributing to a $500K increase in branch revenue over 12 months.
- Increased mobile banking adoption by 40% by educating clients during in-branch visits and offering guided setup support.
- Cut service queue times by 35% by introducing a digital check-in system and reallocating staff during peak hours.
Education
High School Diploma -
Parafield Gardens High School
Parafield Gardens, SA10-1997
Skills
- AML/CTF Compliance & Investigations
- Transaction Monitoring & Risk Assessment
- Regulatory Reporting & Audit Readiness
- Data Analysis & Risk Parameter Refinement
- Stakeholder Engagement & Communication
- Microsoft 365, SharePoint, CRM Systems
- Leadership & Team Capability Building
- Privacy Compliance & Information Governance
Volunteer Experience - Back Packs 4 SA Kids December 2024
- Organised donated items and assemble backpacks. Sorted and packed over 50 backpacks per session, ensuring children receive essential supplies.
- Raising awareness and coordinating donation drives. Helped collect 500+ items through local fundraising efforts.
- Ensuring timely delivery of backpacks to children in need. Assisting in distribution 1000+ backpacks annually across South Australia.
Kick Start for Kids - December 2018
- Strengthened community support networks by partnering with local schools and small businesses to drive participation in donation drives.
- Provided orientation and guidance to new volunteers, fostering inclusion and consistency in service delivery.
- Demonstrated empathy and cultural awareness when liaising with families and schools in need of assistance.
References
References available upon request.
Timeline
Ballot Assitant
AEC
05.2025 - 05.2025
Risk Analyst
Westpac Banking Corporation
12.2024 - Current
Senior Customer Service Officer
Bank SA
08.2022 - 12.2024
Branch Manager - Secondment
Bank SA
06.2022 - 08.2025
Senior Customer Service Officer
Bank SA
03.2020 - 05.2022
Customer Service Officer
Bank SA
06.2011 - 03.2020
High School Diploma -
Parafield Gardens High School
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