Experience

Momenta Group Limited

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Financial Redress Case Handler

  • Feb 2018 - Present

  • Contracting for one of the “Big 4”companies in Co-Op Bank• Responsible for investigating the full scope of products in clients’ portfolio• Investigating all aspect of the complaint and deciding whether to uphold or defend the case• Calculating the final redress for customers using complex formulas• Gathering information on clients full borrowing history with the bank• Paying attention to all details on clients’ statements, transactions and any documentation regarding their credit cards, loans and current accounts• Working on multiple external and internal bank systems including Back Office, Swiss Post, Triage, Respond, EG etc.• Maintaining, correcting and keeping clients’ records up to date• Being responsible for my own workflow and meeting daily and weekly targets as well as completing job within timelines set by the financial regulators• Dealing with customer enquires via email, phone and letters• Being a trainer for new starters • Monitoring and marking new starters during their accreditation period• Checking and correcting cases with feedback for all new starters



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• KYC Analyst

  • Jan 2008 - Jul 2017

  • On boarding and off boarding clients• Investigating clients activity using AML and KYC processes• Based on client’s profile (industry, location and revenue) deciding on future relationship with the bank• Responsible for the full closure of all NatWest Banking products and accounts for non-go forward / high risk clients • Cooperating with other departments to coordinate full closure of all banking channels or deciding to maintain the accounts• Supporting relationship managers and sales people with client structure information• Monitored changes within clients ownership and managed ultimate risk and legal parent swaps• Created MI to track RMA deactivation stage• Designed process flow documents for training purposes • Led a transition training of key processes and controls from Manchester to India • Supervised a team of 14 new members for a month in India and was responsible for coordinating a swift transition of all processes to the Indian office • Created strong working relationship across various locations and levels• Fluent in many internal and external programs and systems including: Back Office, QlikView, CCA-Roma, Cognos, Dun & Bradstreet, MS Office etc.