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)
Docklands, Melbourne
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)
Melbourne, VIC
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)
Docklands, Melbourne
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)
Knox, Melbourne
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
<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation