Experience

Capita Remediation Services

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Quality Checker

  • May 2018 - Present

  My current role as a quality checker is to conduct AML, KYC and due diligence checks on businesses which are switching under the RBS incentive scheme. My responsibility is to ensure SME onboarded are in line with the CYBG AML/KYC guidelines. This is done by carrying out stringent checking, and in-depth analysis of businesses that have been onboarded from the account opening team. Alongside this, I also conduct trend analysis on the account opening team to identify any common themes and errors that can be minimised in the future. I also work very closely with the CYBG second line assurance team where further checks are carried out, having regular meetings with them to allow me to create ad hoc training material, and coaching for case handlers to help further develop the skill sets in individuals. I create a weekly report with my findings from the trend analysis, which is then shared with key stakeholders in Capita & CYBG to forecast changes in the project, and changes that I will then go away and implement to prevent further errors. Show less

• Senior Case Handler

  • Dec 2018 - Apr 2019

  • Compliance with the KYC process, as well as the AML and Immigration frameworks, including enhanced CDD (customer due diligence) and anti-fraud checks whilst sticking to KPIs.• Assisting with urgent, time-restrained projects that enhance the customer experience and client satisfaction, as well as keeping risk to a minimum by filing cases accurately and precisely.• Single handily produce reports, updates and accurate MI for the client and regulator for the errors received for the whole of the account opening department. • Regularly act as an SME by coaching and providing feedback to colleagues on the standard of their cases using vast knowledge acquired through the completion of cases. • Provide extensive training to new SCH’s using my experience/knowledge and effective training methods.• Ensure all legislative regulatory requirements are adhered to in line with the defined Account Opening policy, T&C scheme and business standards.• Pro-actively communicate with customers professionally and concisely by phone, email and letter to obtain essential data to help me make a rational and final decision on the case.• Seek to improve processes that are already in place to streamline the way the workload is completed.• Exceed case load weekly targets in a fast-paced environment against defined, enhanced productivity targets. Show less

• Case Handler

  • May 2018 - Dec 2018

  • Ensuring data is input accurately to provide a smooth and effective customer journey.• Self-managing my workload and creating my own schedule to ensure I completed the targets set.• Regularly act as an SME by coaching and providing feedback to colleagues on the standard of their cases using vast knowledge acquired through the completion of cases. • Provide extensive training to new CH’s using my experience/knowledge and effective training methods.• Complying with the banks polices and the FCA’s regulations and policies by keeping up to date with guidance regularly updated by the client.• Worked closely with my Team Manager to implement change, to allow for a more effective on boarding process.• Working at an appropriate speed whilst maintaining high levels of accuracy and attention to detail. Show less



Morgan Roofing

• United States
• Construction
• 1 - 100 Employee

• Roofer & Customer Relations

  • Aug 2016 - May 2018

  • Carried out various types of roofing work, e.g. Leadwork, gutters, soffits, fascia’s, tiling, slating etc. • Scheduled and organised all client appointments effectively to achieve high productivity. • Assessment of work space to determine what and how much materials etc are required. • Positive face to face engagement with customers to ensure a healthy working environment. • Risk assessment of work space to ensure all health and safety guidelines are met. • Maintaining a professional and effective team-working ethos at all times. Show less