Ben Mack Email & Phone Number

Melbourne, Victoria, Australia

Purpose of this role was to conduct comprehensive investigations into fraudulent activity primarily of Origin’s customer base but also internal activities of employees. As part of the Credit function of the business the main task was to prevent revenue leakage associated with fraudulent activity. It also included the retrieval of revenue with the help of law enforcement agencies. A key responsibility was developing strong stakeholder relationships across multiple areas of the business as well as third parties.Key Responsibilities· Analyzed and investigated customer data to identify fraudulent accounts which resulted in over $150k of identified lost revenue· Conducted desk base investigations to identify individuals setting up false customer accounts - tasks including skip tracing and conversations/communications with relevant suspected individuals· Implemented and set up 45 associated payment plans with individuals which required weekly monitoring and follow up. Debts associated with these individuals ranged from as much as $50k down to approximately $5k· Daily monitoring of real-time transaction queues using Hunter and Quick Stream to detect Fraudulent and Scam transactions followed by taking required actions to prevent financial losses for retail customers and the business· Preparing and providing witness statements and requested information - for Police and various other government agencies relating to identity theft/stolen electricity and other related criminal activities. This also included having to attend court as a witness in various criminal investigations· Implemented process improvements in the account fraud investigations which resulted in reducing handling times by 10%· Prepared and delivered monthly updates to senior management in current case numbers and revenue recovered from fraud investigations

Purpose of this role was to manage the daily running of the VC Team which consisted of 5 Senior VC investigators. Provide effective support to assist the team in reaching their individual KPI’s. The role of the team was to recover lost revenue which at the time was just over $50 million in relation to vacant consuming properties across Australia.Key responsibilities· Conduct monthly 1on1’s with individuals and provide relevant feedback on YTD performance· Providing written and verbal updates to senior management on progress of Team’s targets in reducing VC debt· Providing daily assistance to team and key escalation point within the business for VC related issues· Continue previous role as lead for all VC disconnection activities and assisting Police and Government agencies relating to ongoing fraud/theft investigations.

Role was to lead and handle all disconnection activity ( for gas and electricity and hot water ) relating to Vacant Consuming (VC) sites across Australia. The Team was responsible in the reduction of $80+ million debt in lost revenue associated with vacant consuming properties. Required the management of the end to end disconnection process both automated and escalated scenarios. Ongoing engagement with third party stakeholders within Origin and across multiple utility distributors across VIC, NSW QLD and SA. Key contact for Police and other Government agencies relating to fraudulent/criminal activity mostly relating to cases of stolen electricity.

Years 8 -12

Certificate, Vocational Education In Recreation