AUTO & GENERAL AUSTRALIAMy current role is an Operational Risk Analyst at Auto & General Australia in the Commercial Motor Insurance Assessing & Supply team. This is a Line 1 Risk function which includes Incident management, monitoring issues & actions, as well as assisting with strengthening controls to ensure compliance in line with CPS230.Prior to this I have 11 years of Banking Experience specialising in Financial Crime Investigation, Customer Service, eChannels & Social Media at Westpac New Zealand, and Enhanced Customer Due Diligence (ECDD) at BOQ Group in Brisbane, Australia. BOQ GROUPMy role as an ECDD Analyst included conducting in-depth investigations, screening and analysis in line with the AML/CTF Act and AUSTRAC requirements. To mitigate risks for various business lines under BOQ Group including: BOQ, Virgin Money Australia, BOQ Finance, BOQ Specialist, ME Bank and DDHGraham. WESTPAC NEW ZEALANDMy role as a Financial Crime Investigator saw me handling complex fraud and scam cases, end-to-end investigation, Victim & Mule Interviews, processing reimbursements, extracting CCTV Footage, processing Indemnities, Inbox Management and Training, liaising with our Legal team, external banks, and government agencies throughout the case life cycle.My role in eChannels at Westpac NZ included monitoring and engagement across the digital social media channels such as Facebook, Twitter, LinkedIn, and Instagram, leveraging these platforms to resolve customer banking issues, engaging in campaign posts, and complaints resolution. My ability to work cross-functionally has helped resolve major incidents and elevate customer experience.My role as a Customer Service Representative being the frontline for all banking products and services at Westpac built my foundational banking knowledge.I am passionate about building meaningful relationships and contributing to the success of my team and organisation.