Son Luu Email & Phone Number

Melbourne, Vic, Au

Mule Detection, Prevention, Investigation and account closure based on KYC requirements. Process / System implementation and improvement. Ongoing support coaching and development of Team, with a focus on positive employee engagement.

Acquisition and integration of BOQ + ME banks fraud systems and process'sPromotion to Senior

Exposure to Card Fraud, Scams, Digital Fraud and Mule/AML.Fraud Prevention, Detection, Investigation, Analysis, Reporting. Continuous improvement. Build relationships with key stakeholders.

Undertake a range of administrative, verification and data entry tasks Working through Pega exceptions for both deposits and frank credit cards Data entry of retail account applications into Pega Answered customers' questions and addressed problems and complaints in person and via phone. Data entry of personal loans into Pulse Data entry of business account applications into Pega Collecting and verifying data required to complete business applications Receive calls… Show more Undertake a range of administrative, verification and data entry tasks Working through Pega exceptions for both deposits and frank credit cards Data entry of retail account applications into Pega Answered customers' questions and addressed problems and complaints in person and via phone. Data entry of personal loans into Pulse Data entry of business account applications into Pega Collecting and verifying data required to complete business applications Receive calls from other departments to assist in opening accounts Make calls to customer to assist in opening accounts Attention to detail ensuring that my work is compliant and accurate. Show less

Make proactive warm outbound calls to existing home loan customers to improve customer experience Identify opportunities to consolidate debt and to provide limit increase Follow the approval process from approval to drawdown, liaising with customers and with other teams to ensure that the progress of the application is going smoothly and to ensure that if required to obtain further information from customers Manage a portfolio of customers and assist in any further needs required… Show more Make proactive warm outbound calls to existing home loan customers to improve customer experience Identify opportunities to consolidate debt and to provide limit increase Follow the approval process from approval to drawdown, liaising with customers and with other teams to ensure that the progress of the application is going smoothly and to ensure that if required to obtain further information from customers Manage a portfolio of customers and assist in any further needs required from customers KPI 30,000 positive contacts with customers per month and 1 approval and 1 drawdown per day. Show less

Receive inbound calls to discuss change in discounts and arrange move in/outs for customers. Identify opportunities to cross sell and acquire second fuels where possible. Resolve any move issue enquiries to help customers with their moves. Provide a great customer experience. Meet a KPI of 1 acquisition 10 moves and 10 product changes per day.

Review call recordings to ensure calls are completed in line with the quality framework while identifying opportunities for coaching and development.