Experience

• 

  KPMG

  • Leeds

  • KYC Telephony Analyst

    • May 2022 - Jul 2022
    • Leeds

    ● Inbound telephony analyst responsible in assisting Business Customers provide information in regard to the assistance of KYC/CDD reviews● Collating business customer information in order for customer due diligence reviews to be conducted● Maintenance of Customer Due Diligence customer journey

• 

  Barclays

  • Leeds / Remote

  • Document Reviewer / Case Manager

    • Aug 2018 - Nov 2021
    • Leeds / Remote

    ● Review of lending complaints in regards to financial mis-selling of Credit Cards, Payment Protection Insurance and Packaged Bank Accounts.● Conducting KYC investigations and Onboarding for potential Business and Personal clients● Research and verification of information on new account documents● Maintenance of Customer Due Diligence● Ownership of own caseload and responsibility of Work in Progress ● End-to-end case review processing, analyzing customer and provider responses, and progressing cases● Gathering and review of relevant evidence from various sources in order to reach an appropriate outcome without detriment to the customer or the business● Resolution of complex regulatory risks and issues in line with Financial Conduct Authority (FCA) objectives.● Responding to each case within the appropriate timeframe, in line with internal SLAs and in compliance with FCA regulations● Production of Final Response Letters (FRL) on all investigated cases ● Maintaining a clear audit trial and final report on all cases

• 

  RFS

  • Normanton, West Yorkshire, United Kingdom

  • Case Manager

    • Sep 2016 - May 2018
    • Normanton, West Yorkshire, United Kingdom

    ● The end-to-end investigation and resolution of Packaged Bank Account complaints.● Conducting thorough investigations into customer cases; managing the process from start to finish, within set deadlines.● Production of Final Response Letters (FRL) on all investigated cases ● Gathering and review of relevant evidence from various sources in order to reach an appropriate outcome without detriment to the customer or the business

• 

  Lloyds Banking Group

  • Leeds, United Kingdom

  • Reviewer / Case Handler (Remediation)

    • Jun 2014 - Aug 2016
    • Leeds, United Kingdom

    ● Managing the customer complaint journey, ensuring delivery of excellent service to customers in line with the Financial Conduct Authority and Financial Ombudsman Service ensuring fair outcomes● Review of customer complaints ensuring fair treatment● Production of Final Response Letters (FRL) on all investigated cases ● Maintaining a clear audit trial and final report on all cases