Nadeesha Fernando

Works on behalf of Lloyd's Banking Group Debit Card Fraud Department.

• Investigate and identify fraudulent activity by reviewing suspicious transactions and account behaviour to minimise financial risk.
• Verify customer identities and conduct security checks in line with regulatory and company requirements before discussing account information.
• Contact customers regarding fraud concerns and secure accounts or payment cards by implementing appropriate fraud prevention measures.
• Manage fraud investigation cases by creating, updating, and maintaining accurate records, while escalating complex or high-risk cases when necessary.
• Ensure regulatory compliance and deliver excellent customer service by following banking and data protection regulations, providing fraud prevention advice, and balancing customer experience with risk management.

• Delivered excellent customer service by handling inbound calls and resolving queries relating to accounts, payments, and banking services.
• Supported customers with digital banking by assisting with online and mobile banking platforms, transactions, and account access issues.
• Processed banking transactions and administrative tasks, including payments, transfers, direct debits, and standing orders with accuracy and compliance.
• Conducted identity verification and maintained customer records while adhering to FCA regulations, data protection requirements, and internal procedures.
• Protected customers and the bank by identifying vulnerable customers, recognising potential fraud risks, escalating concerns appropriately, and consistently meeting performance targets.

• Improved operational efficiency by supporting streamlined processes and maintaining accurate, reliable customer and system records.
• Assisted customers with digital banking and investment services, helping them confidently navigate online and mobile platforms while supporting queries relating to ISAs, General Investment Accounts (GIAs), and Self-Invested Personal Pensions (SIPPs).
• Delivered high-quality customer service through efficient call handling, addressing a wide range of banking, savings, and investment-related enquiries.
• Resolved customer issues and complaints professionally, ensuring timely solutions and positive customer outcomes while providing support across investment products and services.
• Demonstrated strong teamwork and organisational skills by managing multiple priorities, developing product knowledge, and supporting customer acquisition, retention, and overall service improvement.

• Handled day-to-day banking transactions, including deposits, withdrawals, transfers, and cheque processing, ensuring accuracy and timely service.
• Provided guidance to customers on banking products and services, resolving queries related to accounts, payments, and general banking operations.
• Registered new clients for digital banking services and assisted existing users with account access, troubleshooting, and service-related issues.
• Processed loan applications in line with bank policies, ensuring completeness and accuracy of documentation, and liaised with applicants for missing information.
• Assisted bank administration with operational tasks, including preparing, verifying, and maintaining banking documents, statements, and records.
• Ensured adherence to banking regulations and internal policies while promoting and cross-selling relevant financial products and services to customers.

• Verified customer details for credit card limit enhancement requests, ensuring accuracy and compliance prior to approval.
• Processed credit card limit enhancements securely in line with banking procedures while maintaining operational accuracy.
• Performed data entry and validation tasks, maintaining accurate records of verification activities for audit and tracking purposes.
• Ensured strict adherence to data protection and regulatory requirements while working effectively in a high-volume, team-oriented environment with strong attention to detail.