Sritika Paudel
Melbourne,VIC
Summary
Detail-oriented Fraud and Financial Crime Specialist with nearly 2 years of hands-on experience in digital scam detection, fraud prevention, and AML/KYC compliance within the banking sector. Proven track record in accurately identifying, tagging, and investigating fraudulent and scam activities using fraud prevention frameworks and transaction monitoring tools. Skilled in lodging and managing fraud disputes and performing KYC checks to support secure banking operations. Committed to protecting customers and organisations from financial crime while ensuring compliance with regulatory standards. Currently completing a Bachelor of Business (Finance) to strengthen technical capability in financial crime and compliance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Customer Care Specialist – Scams & Fraud
Commonwealth Bank Of Australia, CBA
Melbourne , VIC
08.2023 - Current
- Detect, tag, and investigate fraudulent and scam activities daily, using CBA’s Fraud Detection and Prevention frameworks and fraud prevention playbooks to accurately identify and categorise cases.
- Lodge, manage, and escalate fraud and scam disputes, ensuring timely resolution while maintaining accurate, detailed case records for audit and compliance purposes.
- Perform KYC (Know Your Customer) checks and identity verification to support AML/CTF compliance and safeguard customer accounts.
- Utilise knowledge of phishing, vishing, smishing, identity takeover, and scam typologies to protect customers and prevent financial losses, contributing to a safer banking environment.
- Collaborate with fraud operations, risk, compliance, and specialist banking teams to investigate complex cases and implement effective prevention strategies.
- Analyse case trends and contribute to the identification of emerging scam patterns, supporting the development of proactive fraud prevention initiatives.
- Ensure all fraud prevention activities are aligned with regulatory requirements and internal policies, maintaining confidentiality, integrity, and customer trust while handling sensitive cases with empathy.
ATO Agent
Probe Operations Pty Ltd
Flagstaff, VIC
06.2023 - 09.2023
- Processed a high volume of tax inquiries with meticulous attention to detail while adhering strictly to ATO guidelines and compliance standards.
- Accurately documented and updated taxpayer records, ensuring data integrity and confidentiality.
- Resolved complex taxpayer concerns using active listening and problem-solving, resulting in improved resolution rates and customer satisfaction.
- Analysed and reviewed tax documentation to identify discrepancies, enabling prompt corrective actions to maintain compliance.
- Collaborated effectively with cross-functional teams, including supervisors and senior agents, to escalate and resolve sensitive cases efficiently.
Shift Manager
Domino's Pizza
Epping, VIC
05.2021 - 04.2023
- Supervised daily store operations, including team management and shift scheduling, ensuring optimal staff coverage during peak hours.
- Managed inventory control, cash handling, and reconciliation, minimising discrepancies and maintaining operational accuracy.
- Coordinated kitchen and delivery teams to ensure efficient order preparation and timely delivery, enhancing customer satisfaction.
- Trained and mentored new staff members on food safety protocols, quality control, and customer service standards.
- Resolved customer concerns promptly and professionally, ensuring a positive customer experience and supporting repeat business.
Education
Bachelor of Business, Finance
La Trobe University
Bundoora, VIC11-2025
High School, VCE
Thornbury High School
Thornbury, VIC11-2022
BSB30120 Certificate III in Business
IVET
Thornbury, VIC11-2022
Skills
- Fraud detection and scam investigation
- AML/CTF compliance and KYC checks
- Transaction monitoring and pattern analysis
- Dispute and case management
- Regulatory and policy compliance
- Data accuracy and documentation
- Stakeholder collaboration
- Problem solving and critical thinking
- Microsoft Office, CRM, and transaction monitoring tools
Certification
FSRA Tier 2 Personal Advice Deposit Products Certificate | KAPLAN
Dec 2023
Languages
Nepali
Native/ Bilingual
Hindi
Full Professional
References
References available upon request.
Timeline
Senior Customer Care Specialist – Scams & Fraud
Commonwealth Bank Of Australia, CBA
08.2023 - Current
ATO Agent
Probe Operations Pty Ltd
06.2023 - 09.2023
Shift Manager
Domino's Pizza
05.2021 - 04.2023
Bachelor of Business, Finance
La Trobe University
High School, VCE
Thornbury High School
BSB30120 Certificate III in Business
IVET
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