Uveshan Munusamy
Sydney,NSW
Summary
Highly motivated Scams SME within depth knowledge around scam enquiries and extensive customer service experience, Is looking to further interest in Management and Fraud/scam space whilst developing existing skills. Can offer strong work ethic, great team skills with a willingness to learn and improve to help drive towards the companies’ goals. Please refer to linked-in account for further details on professional skillset.
Overview
5
5
years of professional experience
Work History
Scams Detection SME
Commonwealth bank of Australia
03.2023 - Current
- Assist Senior analyst and team leader in handling of staff enquiries relation to Scams detection process and workflow
- Training new employees across scams detection, inbound and CommBank safe,
- Providing 1 on 1 coaching with analyst to help assist senior analyst and Team leaders identify potential errors and gaps.
- In addition, help understand staff pain points and provide feedback to analyst relating to business goals and productivity.
- Assisting in building SME workbook, which allows all senior staff access to coaching and feedback provided to analysts throughout their career with GFMS scams Inbound and Detection team
- Handling complex scam events, relating to Customer relation enquiries and AFCA complaints
- Analyzing and comprehending data sets to identify trends in relation to scam events.
Scams Analyst
Commonwealth Bank of Australia
01.2022 - 03.2023
- Hold in depth scam conversations with confirmed and suspected scam victims. These include RAS, Investment and Job, Threat and penalty, relationship, BEC and Unexpected money scams.
- Provide Scams Subject matter expertise and advice on potential scams and current trends to be both internal and external customers.
- Lodging new scam reports and commencing transaction recover to attempt to recover any lost funds due to scam event.
- Assist with transactions through Netbank/CommBank App, NPP, OTC withdrawals, Cash BPAY and IMT’s
- Assisting branch and other Telephone departments in regard to scam events.
Digital Support Specialist
Commonwealth Bank of Australia
01.2020 - 01.2022
- Assessing high risk requests through NetBank fax for overseas and vulnerable customers
- Assisting customer in day-to-day banking through social media channels like Facebook, twitter, Instagram, and LinkedIn
- Helping staff and customers resolve transaction enquiries and Pending authorisation removals for their accounts.
- Helping overseas vulnerable customers complete emergency cash advances and replacement cards through MasterCard and Visa International
- Completing customers dispute request within necessary deadline
- Resolving complex complaints regarding customers’ accounts and services.
Customer Service Representative
commonwealth bank of Australia
01.2019 - 01.2020
- Providing sound and proficient knowledge of general banking products – this including all accounts options, interest rates and other key information to help customers make better decisions around their banking needs
- Assisting and resolving customer complaints in a timely and efficient pattern- assisting customers with recording issues and problems with banking products and services to help improve customer advocacy
- Recognizing and minimizing risks for our customers – through our security procedures advising customer how to reduce risk online and instore
- Assist with credit card service inquiries which involve, disputing fraudulent transactions, migration of cards other card options, closing credit cards and general information about credit cards.
Education
CyberSecurity Bootcamp - Cybersecurity
University of Sydney
Sydney, NSW08.2024
Bachelor of Business And Commerce, - Marketing, Accounting
WESTERN SYDNEY UNIVERSITY
Sydney, NSW10.2018
Skills
- Verbal Communication
- Conflict Resolution
- MS Office
- Organization and Time Management
- Customer Service
- Team building
- Analytical and Critical Thinking
- Multitasking Abilities
- Time Management
- Organizational Skills
- Training and mentoring
- Expertise in subject matter
- Strong analytical skills
References
available on request
Timeline
Scams Detection SME
Commonwealth bank of Australia
03.2023 - Current
Scams Analyst
Commonwealth Bank of Australia
01.2022 - 03.2023
Digital Support Specialist
Commonwealth Bank of Australia
01.2020 - 01.2022
Customer Service Representative
commonwealth bank of Australia
01.2019 - 01.2020
CyberSecurity Bootcamp - Cybersecurity
University of Sydney
Bachelor of Business And Commerce, - Marketing, Accounting
WESTERN SYDNEY UNIVERSITY
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