Divine Mirco Owusu
Milton Keynes,Buckinghamshire
Summary
Motivated Fraud Analyst experienced in fraud prevention and financial crime within banking sector. Progressed from Customer Service Representative to specialist fraud role in three months by handling complex customer situations and consistently delivering strong results. Led high-risk outbound fraud queues and managed escalated cases while maintaining exceptional customer service standards in fast-paced environments.
Overview
3
3
years of professional experience
Work History
Fraud Analyst
TSYS Managed Services EMEA
11.2025 - Current
- Investigate suspected fraudulent activity across customer accounts using multiple fraud detection systems.
- Profile customers to identify account takeover, application fraud and first-party fraud risks.
- Make risk-based decisions to protect customer accounts while maintaining an excellent customer experience.
- Led high-risk outbound fraud queues, prioritising and resolving urgent cases to enhance customer protection.
- Handle inbound fraud calls from customers, resolving complex and sensitive situations efficiently.
- Investigate suspicious balance transfers, money transfers and unusual account activity.
- Support vulnerable customers with empathy while maintaining security and regulatory requirements.
- Recognised with a certificate for delivering exceptional customer service while resolving complex fraud issues.
- Coordinated workload as 'Main' analyst on outbound operations, supporting colleagues to efficiently clear priority fraud queues.
- Trusted to complete floorwalking responsibilities by assisting colleagues with complex queries, technical issues and fraud investigations.
- Handled escalated customer cases in place of management.
- Work effectively under significant operational pressure, including managing queues exceeding 100 high-risk fraud cases.
- Regularly use fraud prevention platforms including Broadcom Arcot, Mastercard Connect and other internal banking systems.
- Consistently recognised for reliability, strong judgement and rapid progression within the department.
- Assisted Virgin Money clients with inquiries and concerns
Customer Service Representative
TSYS Managed Services EMEA
09.2025 - 11.2025
- Managed over 100 inbound banking calls daily, ensuring timely assistance and customer satisfaction.
- Delivered customer support for Virgin Money clients, fostering positive experiences and loyalty.
- Built strong customer relationships through clear communication and effective problem-solving.
- Resolved customer queries while adhering to regulatory compliance and security procedures, enhancing trust in service delivery.
- Demonstrated excellent performance, leading to promotion into the Fraud Department after three months.
Crew Member
McDonald's
Kingston, Milton Keynes
07.2023 - 09.2025
- Provided exceptional customer service in fast-paced environment, ensuring customer satisfaction and loyalty.
- Worked efficiently under pressure while maintaining quality and accuracy.
- Cultivated teamwork, communication and time management skills through collaborative projects and effective task prioritisation.
- Balanced part-time employment while completing studies in sixth form, demonstrating commitment and time management.
Digital Support & Solutions Work Experience
Network Rail
Milton Keynes
10.2023 - 10.2023
- Assisted in improving internal business processes through technological solutions, streamlining operations.
- Collaborated with IT professionals to develop applications using Microsoft Power Apps, enhancing user experience.
- Produced documentation and user guidance to support end-users in effectively utilising systems.
- Strengthened analytical, problem-solving and technical skills.
Education
A Levels - Economics, Business, BTEC Level 3 Information Technology
Oakgrove Sixth Form
Milton Keynes, MIK01-2025
GCSEs - Mathematics, English Language, Computer Science, Combined Science, English Literature, Geography, Religious Studies
Sir Herbert Leon Academy
Bletchley, Milton KyenesSkills
- Fraud Investigation
- Fraud Prevention
- Account Takeover Detection
- Application Fraud Investigation
- First Party Fraud Investigation
- Customer Profiling
- Customer Risk Assessment
- Vulnerable Customer Support
- Broadcom Arcot
- Mastercard Connect
- Banking Systems
- Problem Solving
- Escalation Handling
- Customer Service
- Communication
- Decision Making
- Time Management
- Teamwork
- Attention to Detail
- Risk assessment
- Microsoft Office
Languages
English
Proficient
C2
Akan
Proficient
C2
Custom
linkedin.com/in/divine-owusu-117204298
Timeline
Fraud Analyst
TSYS Managed Services EMEA
11.2025 - Current
Customer Service Representative
TSYS Managed Services EMEA
09.2025 - 11.2025
Digital Support & Solutions Work Experience
Network Rail
10.2023 - 10.2023
Crew Member
McDonald's
07.2023 - 09.2025
A Levels - Economics, Business, BTEC Level 3 Information Technology
Oakgrove Sixth Form
GCSEs - Mathematics, English Language, Computer Science, Combined Science, English Literature, Geography, Religious Studies
Sir Herbert Leon Academy