Mohammad Hamdan Qureshi

The Assignment had ended due to restructuring at ANZ Plus.

• Investigating 8-12 historical fraud report cases per day, sending fraud report inquiries to other financial institutions, and ensuring all fraudulent transactions are being followed up on.
• Exiting customers who are deemed fit for account closures based on our relevant criteria.
• Creating Suspicious or Unusual Activity Reports on the SharePoint system and lodging cases that are to be audited
• Checking transaction systems and investigating account activities to trace funds going in and out of customer accounts
• Using internal ANZ reporting systems to action cases, investigate fraud reports sent by other financial institutions, and implement any updates.
• Trained in the Australian Financial Crimes Exchange online website, capturing OFI fraud reports, and ensuring all reports have the correct information.

• Actioned 20-40 inbound and outbound calls a day, speaking to our customers about their accounts being in arrears, coming up with payment arrangements suitable for them and the bank, whilst also better informing the customers about the risks of remaining in arrears.
• Stepping up to become the team's scribe, ensured all team meetings were noted down correctly in the right format, readable, and were sent promptly to all team members, allowing daily changes that occurred to be documented and delivered.
• Handled calls that were to be transferred to both senior/external teams with care, ensuring warm transfers were the process for all sensitive cases and vulnerable customers, and cold transferring to external departments, ensuring the customers were aware of why they were being transferred and estimated wait times.
• Ensuring all calls transferred to us were met with the right identification process, ensuring no sensitive information was being disclosed to the incorrect customer/banker. Welcoming the transferred bankers/customers with a warm tone and ensuring accountability and ownership are transparent.
• Speaking to multiple customers a day who are going through various situations, ensuring the conversations, tone of voice, the words being spoken, and the respective empathy needed are being met, and the customer feels this as well. Adapting to rough calls, ensuring they end with the customer being heard, their enquiries being escalated, and contact details up to date for both the bank and our customers.
• Lodging complaints through the ICARE process, ensuring customers who may feel there's been a bank error can have it investigated while providing a reference number and contact number for the resolution team as well.
• Engaged in various monthly team coaching sessions on learning how to better handle calls through attentive listening, empathy, and resilience.
• Training sessions for daily changes, upskilled as a team on certain processes to better deal with recent disaster relief and hardship processes.
• Worked on a rotating roster from 8 am - 8 pm, including Saturday morning shifts on a fortnightly basis.

• Ensuring all staff hold the correct tickets and are trained while operating on tier one sites using heavy machinery.
• Creating inductions for new employees to ensure their transition from employment to their day-to-day work is clear and straightforward.
• Creating training manuals for the organization to ensure a more systematic and uniform approach is used for staff inductions.
• Collating invoices and receipts to create a Credit Card Reconciliation spreadsheet, tracking all costs and wastage.
• Liaising with various stakeholders to ensure our bookings for inductions have been booked and all prerequisites have been met.
• Building strong relationships with senior management operations and coordinating with their employees' competencies and all site compliance checks.
• Updating our records daily to ensure our compliance data is correct, reducing all risks for staff who are attending their worksites.
• Assisting and advising other peers when managers are not available for daily changes, tasks, and enquiries.
• Implementing and populating new Training Management systems such as MyOsh, which is the new leading system this organization uses to keep up with all tasks, data capturing, and compliance checks.
• Handling company credit cards with purchases up to $3,000 to book in staff inductions.
• Creating purchase orders for large invoices that require remittance.
• Creating training cost report graphs on Microsoft Excel to ensure all funds spent on various departments are tracked to minimize wastage and to collate data.
• Recreating induction PowerPoint presentations for all office and field staff to stay in line with the organization's values and growth.
• Amending and editing onboarding employment documents on DocuSign.

• Completed detailed reviews of trust funds and non-individual profiles, providing KYC matter expertise to stakeholders regarding onboarding and customer due diligence consistently in line with AUSTRAC and NAB requirements and policies.
• Adaptable to daily changes and operating rhythms to ensure the team is capable of all changes that occur and required remediations.
• Identify gaps and design and uplift procedures, and advise on potential improvements on the systems we use to liaise with stakeholder information. Providing bright ideas on current processes to ensure we can cut time and provide more efficiency in our cases.
• Speaking to respective stakeholders via inbound calls, bankers, and customers regarding KYC uplift remediation as per AUSTRAC's and NAB's standards.
• Experience working with AML/CTF and Sanctions processes or compliance modules.
• Operating KYC verification systems (GREEN ID OPERATING SYSTEM) for customers looking to complete KYC via the phone, ensuring all details are captured correctly and align with NABs policies. Meeting all QA requirements regarding phone calls, ensuring the stakeholders end with all enquiries resolved.
• Conducting enhanced customer due diligence about high-risk members or customers seeking to make changes to profiles being highly authenticated with more caution.
• Keeping up to date with changes to work instructions and new processes to protect NAB and its members against new risks found daily, such as capturing more information on Victorian driver's licenses due to new government requirements after the Optus customer information breach.
• Contributing to business projects as required, including those focused on the continuous uplift of NAB's trust funds and non-individual profiles completed by offshore teams.
• Consistently working in a high volume and high pace back-office banking environment and effectively prioritizing competing deadlines, including new cases with legally court-backed settlements awaiting to happen to ensure stakeholders involved don't face further consequences.

• Cross-checking the applicant's assessment and approval details to prepare and amend home loan documents.
• Identifying key issues in the applicant's approval to categorize and prepare new documents that may be required, such as Statutory Declarations, change of name documents, and amending mortgage documents, etc.
• Achieved the highest number of applications completed in the team, which increases overall team productivity while passing 100% of the Quality Assessments recorded.
• Assisting new members who have been recruited with induction and technology/profile set-ups, providing guidance to them about the role, and being the first point of contact for any issues.

• Handling and resolving caller concerns and enquiries in a timely and professional manner, such as taking 50-70 calls a day while passing Quality Assessments conducted every fortnight.
• Identifying callers to ensure private information is only shared amongst the customers and nominated representatives.
• Case managing files to ensure a great customer service experience.
• Assisting customers, mortgage brokers, and conveyancers with the applicant's settlement and ensuring the process occurs smoothly, with any concerns being raised immediately.
• Excelling in the role and reaching the top of the team's charts, which increases overall team productivity, such as taking 5-7 minutes per call, including identification, taking their enquiries, and providing solutions that callers are happy to take within this time frame.