PAMELA KONTIC
Melbourne,VIC
Summary
Fraud detection professional skilled in identifying and mitigating financial risks. Strong analytical abilities and expertise in data analysis, risk assessment, and pattern recognition. Effective team collaborator focused on achieving results, adapting seamlessly to evolving challenges. Highly reliable with keen eye for detail and proactive approach to problem-solving.
Overview
8
8
years of professional experience
Work History
Fraud Analyst – Fraud Operations, Technology and Enterprise Operations
National Australia Bank
09.2023 - Current
- Investigate and assess suspected application fraud and identity takeover cases to protect customers and minimise financial loss
- Analyse account and application activity to identify fraudulent patterns and escalate high-risk cases
- Handle inbound customer calls with empathy and professionalism, providing clear guidance on fraud concerns
- Collaborate with internal teams to validate information, resolve issues efficiently, and support fraud prevention strategies
- Liaise with external stakeholders, i.e. QBE LMI and other financial institutions, to validate information and progress investigations
- Maintain accuracy and compliance with regulatory and bank policies while delivering exceptional customer service
- Assist in onboarding and mentoring new staff, sharing best practices to build team capability and improve performance
- Stepped up as an Acting Lead to support team operations, from executing key leadership tasks including running Variance, Planning, and Capacity meetings to delivering daily reporting on team performance metrics and data integrity, as well as supporting the resolution of escalations
Associate – Customer Lending Solutions, Health
National Australia Bank
06.2021 - Current
- Work closely with bankers and customers to obtain, collate, and report relevant information for consumer and business applications
- Perform credit analysis and interpretation of customers’ financial information to identify and reduce risk, including problem solving and critical thinking
- Collaborate with bankers and Credit/other internal stakeholders on the best way to present a deal to ultimately drive the right results for customers
- Work with Relationship Associates to ensure KYC is complete
- Ensure correct information is held in systems to maintain compliance with legal and regulatory requirements, whilst protecting the interest of customers and the Bank
- Engage with People Leaders and Senior Associates in the business to develop skills and knowledge
- Actively share lessons learned, recognise others, and contribute to a learning and growth mindset culture in team meetings
- Assist People Leaders with new starter coaching and help new to bank associates upskill in a timely manner
- Organise social events for the team
Home Loan Processor
Finspo
01.2021 - 06.2021
- Liaise directly with clients and lenders while maintaining a professional and courteous attitude
- Ensure the internal client database is consistently up-to-date and accurate
- Collect and send relevant documentation from and to clients
- Inbound and outbound calls
- Accurately prepare, manage, and submit home loan applications and all associated compliance documentation
- Maintain ethical conduct to establish a compliant process regarding lender standards, and internal and external policies, procedures, and legislation
- Ensure optimal outcomes for all clients
- Proactively research lenders’ policies and procedures for a smooth application process every time
- Demonstrate initiative and urgency to thrive in a fast-paced environment
Credit Analyst and Lending Specialist
Money3
09.2019 - 12.2020
- Study clients seeking a loan to comprehend their circumstances and furthermore provide support in offering a valid Money3 product
- Establish and maintain current and potential client relationships by providing exceptional customer service
- Analyse qualitative and quantitative data i.e., applications, pay slips, bank statements, to ensure no misleading information is being provided
- Deal directly and maintain relationships with brokers
- Use problem solving skills to gain commitment from customers
- Work towards deadlines and monthly sales targets
- Ensure compliance is always in line
- Inbound and outbound calls
Mortgage Broker Assistant
Destan Mortgages Pty Ltd
05.2017 - 02.2019
- Assist with lending packages and loan applications, including obtaining all relevant information and required documentation from clients
- Build and maintain professional and strong relationships with clients by delivering exceptional and prompt service
- Assist with financial analysis of clients’ profiles and lenders to ensure suitable options are presented to the client
- Ensure all procedures and policies are being followed and met
- Manage multiple applications simultaneously to meet client expectations
Education
Bachelor of Business - Economics and Finance
Royal Melbourne Institute of Technology
01.2019
Victorian Certificate of Education - undefined
Mount Waverley Secondary College
01.2015
Skills
- Detailed communicator and active listener
- Great investigative skills - quick to proactively research, escalate, and resolve issues efficiently and effectively
- High attention to detail, leading to focus and accuracy
- Great mathematical and accounting skills
- Great computing skills - proficient in Microsoft Office
- Organisational and analytical skills developed through working under pressure and tight timeframes
- Great social skills
- Languages: English, Serbo-Croatian, Italian, Spanish
- Data analysis
Timeline
Fraud Analyst – Fraud Operations, Technology and Enterprise Operations
National Australia Bank
09.2023 - Current
Associate – Customer Lending Solutions, Health
National Australia Bank
06.2021 - Current
Home Loan Processor
Finspo
01.2021 - 06.2021
Credit Analyst and Lending Specialist
Money3
09.2019 - 12.2020
Mortgage Broker Assistant
Destan Mortgages Pty Ltd
05.2017 - 02.2019
Victorian Certificate of Education - undefined
Mount Waverley Secondary College
Bachelor of Business - Economics and Finance
Royal Melbourne Institute of Technology
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