Lachlan Stevens Email & Phone Number

Sydney, Australia

- Responsible for managing the end to end financial crime and fraud processes within a highly challenging resource environment.- Provides actionable fraud and financial crime intelligence drawn based on extremely limited datasets and access.- Completes quality assurance reviews of submitted reports.- Provides fraud risk advice to product teams and other business units.- Acts as subject matter expert to contact centre team.- Provides end to end training to new employees on boarding to the business unit.- Produces reporting and score cards for Board Risk Committee meetings.- Regularly liaises with C-level executives on urgent and emerging matters.- Liaises with and provides exceptional customer service to law enforcement, other government agencies and other financial institutions.- Through advocacy and engagement of multiple stakeholders, helped to gain traction and support for major capability and technology uplifts to financial crime systems and processes.

Sydney, Australia

- Delivers excellence in customer service and also innovation and also innovation in dealing with complex customer situations.- Holds in-depth phone based conversations with scam victims, to prevent and recover financial to the Group's customers.- Identifies scam related trends and reports and escalates accordingly.- Perform detection and assessment of confirmed scam cases.- Works to secure favourable outcomes for scam victims by the establishing and maintaining good working relationships with other financial institutions to recover funds transferred to other banks as part of scam events.

Parramatta

- Acted as representative to project teams around the implementation of a new, bespoke fraud investigation system.- Central to the continued gathering of business requirements and tracking of action items key to ongoing up lift of fraud investigation systems.- Managed and engaged stakeholders, including senior managers, across a multitude of diverse business units and helped to foster relationships and balance competing priorities.- Provided concise and accurate analysis of trends and specific incidents with a short turn around to inform decision making of other business units.- Drove cost reduction through implementation of automation pieces to free up FTE from manual processes.- Acted as point of reference, expert and point of escalation on processes both for colleagues within the Business Unit and outside of it.

Parramatta Hills Area

Newcastle Csc

My role as a Credit Card Specialist is to assist customers with their day to day banking involving credit and debit cards, and to discover needs and present solutions to improve the customer's banking.

Over a five week period I worked with the Change Management team within Direct Banking for one day a week. During this time frame I contributed to a number of areas, including within the NetBank and Credit Cards lines of business, as well as assisting with the running of the Under the Rock program.The Under the Rock is aimed at engaging Direct Banking staff members to obtain and implement new processes and products as well as changed to existing processes and products to maximise staff and customer satisfaction.

Newcastle Csc

My role as a Change Ambassador is to research, aggregate and present important business and process related changes to my fellow team members, as well as to communicate with and provide feedback to stakeholders both above and below myself in the change process.

My role is to plan, co-ordinate and execute all of the Squadron’s Extra Curricular training activities in an efficient and effective manner to ensure that cadets and staff obtain maximum training value.

My role is to support the Training Officer by efficiently and effectively planning, coordinating and executing all of the Squadron’s Home training activities to ensure that cadets and staff obtain maximum training value.

Newcastle, Australia

As the Innovation Scholar, my role was to create and manage UoN Services' Think BIG program, a program aimed at engaging with the student population of the University of Newcastle to obtain and implement new features to the Callaghan campus for maximum student satisfaction. As part of this, I was also responsible for helping implement these ideas.

Newcastle, Australia

Bachelor'S Degree, Information Technology

Cert Iv Customer Contact

Cert Iii Customer Contact