Support Worker at Cambian Birmingham, UK (2026-02 – Present)
Support children and young people in residential setting with emotional, social, and behavioural guidance
- Support children and young people who require emotional, social, and behavioural guidance in a residential setting
- Assist with day-to-day routines, personal development, and building independence skills to help them feel confident and prepared for the wider world
- Provide calm, consistent support during challenging moments, using empathy, patience, and trauma-informed approaches
- Encourage positive behaviour, emotional regulation, and healthy communication through structured activities and one-to-one engagement
- Work collaboratively with colleagues and safeguarding teams to maintain a safe, nurturing environment
Senior Fraud Associate at HSBC Electronic Data Processing India (2012-01 – 2023-06)
Monitored accounts and transactions to identify suspicious activity, conducted investigations into U.S. check fraud cases, and implemented fraud prevention controls
- Monitored accounts and transactions to identify suspicious activity, safeguarding customers and the bank from potential losses
- Conducted investigations into suspected U.S. check fraud cases, including altered, forged, counterfeit, and washed checks, ensuring adherence to federal regulations and internal risk policies
- Analyzed check images, transaction patterns, account histories, and clearing timelines to identify indicators of fraud and determine loss exposure
- Collaborated with internal departments—including Risk, Compliance, AML/BSA, and Customer Service to gather relevant documentation and verify customer claims
- Prepared detailed case reports summarizing findings, evidence, timelines, and recommended actions for recovery, reimbursement decisions, or escalation
- Utilized fraud-detection tools and case management systems to track incidents, monitor trends, and ensure accurate reporting
- Assisted in implementing controls to reduce check fraud risk, including enhanced verification processes and customer education initiatives
- Identified emerging fraud patterns such as mail theft schemes, check washing, account takeover attempts, and counterfeit check circulation
- Reviewed suspicious check deposits and transactions in real time to prevent losses and support rapid decision-making
- Trained new team members on check fraud typologies, investigative workflows, documentation standards, and regulatory compliance
- Led fraud investigations and behavioural reviews, combining analytical rigour with empathy for affected clients
- Partnered with compliance and customer support teams to ensure seamless case handling and regulatory alignment
- Authored detailed fraud case reports that informed senior management decisions and strengthened internal controls
- Delivered fraud awareness training sessions, empowering colleagues to recognise and prevent risks
- Introduced workflow improvements that enhanced fraud detection efficiency and reduced investigation turnaround times
- Built strong stakeholder relationships, fostering trust and collaboration across departments and external partners
Customer Service Executive at HSBC Credit Card Department (2007-01 – 2012-01)
Provided high-quality customer support for credit card services and reviewed transactions for fraud risks
- Provided high-quality customer support for credit card services, consistently achieving satisfaction targets
- Handled complex queries and complaints with patience and professionalism, ensuring timely resolution
- Reviewed transactions for identity theft risks, proactively protecting customers from fraud
- Developed deep product knowledge, enabling accurate and tailored solutions for diverse customer needs
- Applied critical thinking to resolve challenging cases, balancing customer care with risk management
- Key Achievement: Recognised for delivering empathetic service while safeguarding customers against identity theft risks
