Sritika Paudel
Commonwealth Bank Of Australia, CBA
Melbourne
4
years of professional experience
1
Certification
Fraud & Scam Case Specialist with nearly 2 years’ experience in complex investigations, scam prevention, and AML/KYC compliance within banking. Skilled in conducting end-to-end fraud investigations, producing actionable insights, and delivering high-quality customer resolutions. Experienced in collaborating with internal teams and external stakeholders, including law enforcement, to strengthen fraud detection frameworks and improve case management processes. Currently completing a Bachelor of Business (Finance) to further develop technical capability in financial crime and risk management.
Work History
Senior Customer Care Specialist – Scams & Fraud
3 Years 2 Months- Conduct in-depth fraud and scam investigations, including case analysis, evidence review, and resolution reporting.
- Manage a wide range of fraud typologies (investment scams, phishing, ID takeover, remote access scams, business email compromise, etc.) to protect customer accounts and minimise financial losses.
- Perform KYC and identity verification checks to support AML/CTF compliance, ensuring alignment with regulatory requirements and internal policies.
- Prepare detailed fraud case reports and trend insights for management, supporting policy reviews and proactive prevention strategies.
- Collaborate with fraud operations, risk, compliance, and external agencies (law enforcement, regulators) on complex case escalations.
- Contribute recommendations to uplift fraud detection frameworks, case resolution processes, and customer protection strategies.
- Maintain accurate and confidential case records, ensuring compliance with audit and regulatory standards while delivering empathetic customer outcomes.
ATO Agent
3 Months- Processed a high volume of tax-related inquiries while ensuring compliance with ATO guidelines.
- Investigated and resolved complex taxpayer concerns, documenting outcomes with accuracy and integrity.
- Identified discrepancies in tax documentation and supported corrective actions to maintain compliance.
- Collaborated with supervisors and senior agents on sensitive cases requiring escalation.
Shift Manager
1 Year 11 Months- Supervised daily operations, including staff management, cash handling, and inventory control.
- Trained and mentored team members on compliance, quality standards, and customer service excellence.
- Resolved customer concerns with professionalism, ensuring positive experiences and repeat business.
Education
- Bachelor of Business, Finance
- High School, VCE
- BSB30120 Certificate III in Business
Skills
Fraud & Scam Investigations (end-to-end case analysis and resolution)
Case Resolution & Dispute Management
AML/CTF Compliance & KYC Verification
Transaction Monitoring & Pattern Analysis
Stakeholder Engagement (internal teams
regulators
law enforcement)
Fraud Reporting & Insights (trend analysis
investigation reports)
Strategic Problem-Solving & Process Improvement
Customer-Centric Risk Management & Service Delivery
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 - CurrentRead More
ATO Agent
Probe Operations Pty Ltd
06.2023 - 09.2023Read More
Shift Manager
Domino's Pizza
05.2021 - 04.2023Read More
Thornbury High School
from High School, VCE
Read More
IVET
from BSB30120 Certificate III in Business
Read More
La Trobe University
from Bachelor of Business, Finance
Read More