Experience

Davies Resourcing

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• Fraud Investigator

  • Jan 2022 - Present



Huntswood

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaints Insight Analyst

  • Nov 2018 - Jan 2022

  Responsibilities•Analyse FOS complaints and decisions within various departments. This is to recognise and escalate policy, process or procedure inconsistencies that have the potential to impact the fairness of customer outcomes.•Collaborate with managers and departments to identify causes for complaints and ensure remedial action is taken with structured recommendations to better procedures.•Weekly identify and review FOS Fraud complaints to categorise the fraud, gather data on complaints, review FOS decisions and closures and highlight any concerns.•Provide monthly updates on findings for managers in a structured presentation.Build presentations that condense large volumes of data to provide insight and conclusions on important themes recognised concisely for senior management and stakeholders.•Accept enquiries from other areas that highlight specific information required from certain data. Report on themes or any areas of concern if found.•Delegate tasks to colleagues and monitor data recorded to check relevant themes have been identified to achieve accurate insight.Achievements•Gained an understanding of the frontline and FOS process, including how complaints are assessed and outcomes are reached, in relation to numerous products.•Successfully identified categorisations for fraud complaints, used for weekly triage and assisted in the process of new treatment strategies following on from insight.•Aided with the design and implementation of FOS Submission Templates for fraud complaints, which detail the customer journey in a clear way.•Identified tranches of fraud complaints to resolve quickly with FOS to clear a backlog of old complaints awaiting a decision.•Strong rapport built with colleagues and managers based on my rapid working style and quality of work.•Acquired Root Cause Analysis skills after successfully identifying trends and building matrices to ensure relevant data is captured.•Developed impressive Microsoft Office skills.

• FOS Quality Assurance Tester

  • May 2016 - Nov 2018

  Responsibilities• Checked complaints submitted to FOS ensuring the correct outcome was reached, colleagues were following correct business procedures and submissions were of the highest standard.• Provided positive and constructive feedback to colleagues on submissions, where needed.Key Achievements• Improvement of personal review skills due to a stronger attention to detail for submissions.• Coaching skills strengthened to help develop confidence and build trust with colleagues.Achievements• Improvement of personal review skills due to a stronger attention to detail for submissions.• Coaching skills strengthened to help develop confidence and build trust with colleagues.

• FOS Complaint Manager

  • Nov 2014 - Nov 2018

  Responsibilities• Investigated historic customer complaints by efficiently preparing case files, gathering customer information, and supporting evidence to create routine submissions for FOS.• Consistently become competent in other types of FOS complaints to review.• Promptly addressed complaints daily, whilst maintaining the treating the customer fairly attitude, following correct business procedure to deliver the fairest customer outcome and maintaining high quality expectations set by the bank.• Assisted in the successful transition of St Andrews Customer Service complaints from offices in Shannon to Liverpool, resulting in acquiring a vast amount of knowledge on the subject.• Became a Subject Matter Expert (SME) regarding St Andrews, allowing me to influence the update in procedures, processes, and guidance to streamline FOS submissions. This collaboration aligned the procedure with other heritages and work streams across the bank.Achievements• Developed further knowledge of a variety of computer applications used throughout the bank.• Proven track record of accomplishing case production targets within strict deadlines.• Strong leadership skills due to becoming an SME, which led to coaching colleagues on the procedure, assisting with the design and implementation of the new consolidated process.