Parag Anand

• Monitoring real-time transactions, account activities and client due diligence to detect and prevent fraudulent activities such as unauthorized account access, identity theft, mulling profile & unauthorised payment fraud.
• Utilising NAB advanced fraud data analytic tools and fraud detection systems to identify and investigate suspicious activities, transactions & patterns indicative of fraudulent behaviour.
• Assisting in the development and implementation of fraud prevention policies, procedures & controls such as detection macros and alerts matrix to mitigate risks and enhance the bank's overall security posture.
• Reducing false positive alerts through effective implementation of risk-based monitoring systems.
• Outbound calling customers who have been impacted by any card related fraud and assisting them in creating a fraud case & reissuing a new card.
• Preparing detailed reports on suspected fraudulent activities, including findings from investigations, trends analysis, and recommendations for mitigating risk & improving fraud prevention measures.
• Preparing insights and reports in relation to service performance against our key metrics and making recommendations around next steps to ensure these metrics are achieved but not over serviced.
• Taking over Senior Analyst responsibilities while they were away, of bulk withdrawing cases, whitelabeling tokens and created cases for the cards that had an API Failure.
• Providing training to new team members on NAB systems, fraud detection techniques, educating them about alert patterns and enhancing their ability in real time to identify potential threats quickly & accurately.

• Analysed customer data such as financial statements to determine level of risk involved for extending credit.
• Performed credit analysis, financial modelling and interpretation of customers financial information in Business and Private Banking segment.
• Facilitated lending decision by applying bank lending policy, product guidelines and high level of attention to detail in assessing applicants supplied details.
• Monitored pipelines to track and log status of loans.
• Determined customer risk ratings and debt servicing to check the creditworthiness for a business by DST tool.
• Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
• Reviewed new prospect KYC documents to meet requirements and determine business model risk.

• Logged, tracked, and monitored all inbound and outbound customer interactions, ensuring timely follow-ups and efficient resolution of enquiries.
• Analysed home lending market trends to provide customers with tailored, value-adding solutions aligned to their financial needs and goals.
• Built and maintained long-term relationships with customers and business partners by demonstrating credibility, professionalism, and trust.
• Assessed customer applications and facilitated loan switches, including transitioning to interest-only products where appropriate, based on serviceability and compliance requirements.
• Utilised effective questioning techniques to identify customer objectives, referring complex or specialised financial needs to appropriate experts within the bank.
• Ensured all home loan applications were processed in strict adherence to compliance, credit, and security verification requirements.

Leadership Experience:

• Completed a 4-week secondment as Acting Team Leader, successfully stepping into the role during the Team Leader’s absence.
• Oversaw daily operations of the Home Loan Service Team, providing guidance, coaching, and support to team members.
• Ensured service level standards, call quality and NPS score for the team were maintained while upholding compliance and operational excellence.

• Developed and maintained strong relationships with internal stakeholders and external customers to drive business growth and customer loyalty.
• Provided business clients with up-to-date information on new products, promotions, delivery schedules, account/credit details, and special offers to support informed decision-making.
• Managed store financial performance by monitoring expenditures, controlling costs, and implementing strategies to maximize gross profit.
• Oversaw and streamlined administrative processes, ensuring full compliance with store policies and standard operating procedures, including cash handling, stock adjustments, transfers, and claims.
• Conducted regular audits to ensure compliance with operational standards, driving efficiency and achieving excellence in store performance.
• Delivered timely resolutions to customer complaints and escalations, enhancing customer satisfaction and reinforcing Telstra’s service standards.
• Provided leadership and support to team members, fostering a culture of accountability, collaboration, and continuous improvement.

Key Achievements:

• Lifted and maintained the store’s Net Promoter Score (NPS) at a consistent 85%, significantly exceeding the Service Level Agreement benchmark.
• Achieved the highest gross profit among all Telstra partner stores in Victoria during Q2 and Q3 of 2019.