Atiqah Kolsum
Fraud Specialist
Ampang
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
6
6
years of professional experience
Work History
Fraud Specialist
Standard Chartered Bank
09.2024 - Current
- Proactively addressed client inquiries concerning fraud and suspicious activities.
- Advised clients on effective strategies to prevent falling victim to scams.
- Coordinated with internal departments by forwarding critical information for in-depth investigation.
- Assessed and classified scams accurately based on client-provided information to support swift resolution.
- Handle account drainage, review transaction and customer information to identify suspicious or fraudulent activity.
- Support affected clients and provided appropriate guidance during fraud incidents.
- Managed approximately 30 incoming calls, emails per day from customers and relevant departments, covering various cases including ADS and Fraud related matters.
- Trained junior staff on fraud detection techniques and compliance requirements.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Initiated feedback loop for fraud alerts, refining detection methods over time.
- Collaborated with cross-functional teams to update fraud prevention strategies.
- Reviewed transactions and receipts to identify any suspicious activity.
Customer Specialist
Standard Chartered Bank
06.2022 - 09.2024
- Handling Inbound/Outbound for personal banking, priority and priority private clients.
- Exceeded client expectations for efficiency, accuracy, timeliness, and professionalism by employing effective phone etiquette.
- Effective use of the bank’s system platforms and information to ensure client inquiries were addressed within the Service Level Agreement (SLA).
- Educated clients on digital banking services, aligning with the bank’s vision for increased digitalization.
- Carried out sales targets-segment migration, personal loans, and insurance to eligible clients.
- Provided assistance to clients facing issues with their trading accounts, specifically trading errors during order placement and banking platform. Addressed client concerns related to the Apollo trading platform by offering step-by-step guidance navigation. All unresolved technical issues were escalated to the relevant departments for further investigation and resolution, ensuring a smooth and responsive client service experience.
- Managed various banking products, including credit cards, mortgages, personal loans, and equities.
Customer service (Backend support)
IBM
06.2021 - 06.2022
Manufacturing Technician
Intel
12.2020 - 06.2021
Education
Degree in Electrical Engineering (hons) -
Universiti Malaysia Perlis
01-2019
Kelantan Matriculation - undefined
01-2015
Skills
Analytical thinking skill
Complaint resolution
Time management
Escalation management
Case documentation
Timeline
Fraud Specialist
Standard Chartered Bank
09.2024 - Current
Customer Specialist
Standard Chartered Bank
06.2022 - 09.2024
Customer service (Backend support)
IBM
06.2021 - 06.2022
Manufacturing Technician
Intel
12.2020 - 06.2021
Kelantan Matriculation - undefined
Degree in Electrical Engineering (hons) -
Universiti Malaysia Perlis