Sherad De Silva
Melbourne
Summary
Analytical professional prepared for this role with extensive experience in risk-mitigation with a customer-centric approach. Known for delivering actionable insights through an innovative mindset. Highly collaborative team player with a focus on achieving results and adapting to changing needs.
Overview
3
3
years of professional experience
Work History
Fraud Assist Pro-Hub Training Support
National Australia Bank (NAB)
05.2025 - Current
- Supported frontline bankers in Proficiency Hub during large intakes by providing real-time guidance to minimise fraud and scam risks during live customer calls.
- Delivered structured training sessions to groups of up to 12 bankers, educating them on fraud prevention processes, systems, and best practices.
- Conducted side-by-side call monitoring to assess call control, compliance adherence, and overall customer experience.
- Provided targeted feedback and coaching to improve banker performance, enhance fraud detection capability and ensure regulatory compliance.
Fraud Assist Classroom Facilitator
National Australia Bank (NAB)
07.2025 - 09.2025
- Facilitated a training program of up to 12 bankers to explain processes, digital fraud specific systems and processes
- Exemplified strong written and verbal skills through explaining thorough topics such as how to uphold both regulatory and business compliance, processes & systems in a clear and understandable way
- Effectively communicated with internal stakeholders including leads and colleagues to uplift the training pack to provide better training outcomes
- Accurately recorded banker behaviours, contribution & attendance, providing information in a detailed handover to leads
Fraud Assist Analyst
National Australia Bank (NAB)
08.2024 - 05.2025
- Assessed customer accounts and behaviors to distinguish between legitimate and suspicious transactions.
- Identified emerging fraud patterns and trends, implementing strategies to minimise financial losses.
- Educated customers and internal stakeholders on fraud risks and prevention strategies.
- Ensured compliance with regulatory requirements and internal risk policies.
Direct Servicing Customer Advisor
National Australia Bank (NAB)
12.2022 - 08.2024
- Confidently navigated NAB’s systems to deliver accurate, timely, and customer-focused solutions across a broad range of enquiries
- Built deep expertise across NAB’s financial products and services, enabling clear and effective communication tailored to customer needs
- Maintained a professional and customer-centric approach in high-pressure situations, consistently delivering empathetic service while meeting KPI's and compliance targets
Education
Bachelors of Business -
Deakin University
03-2025
Victorian Certificate of Education -
Caulfield Grammar School
11-2018
Skills
- Results Driven
- Analytical Thinking
- Customer-Centric Approach
- Decision-Making
- Time Management
- Written & Verbal Communication Skills
- Attention to Detail
- Regulatory Compliance
- Documentation and Reporting
- Innovative Mindset
Timeline
Fraud Assist Classroom Facilitator
National Australia Bank (NAB)
07.2025 - 09.2025
Fraud Assist Pro-Hub Training Support
National Australia Bank (NAB)
05.2025 - Current
Fraud Assist Analyst
National Australia Bank (NAB)
08.2024 - 05.2025
Direct Servicing Customer Advisor
National Australia Bank (NAB)
12.2022 - 08.2024
Victorian Certificate of Education -
Caulfield Grammar School
Bachelors of Business -
Deakin University
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