Experience

Big 4 Consultancy Firm

• United Kingdom
• Accounting
• 200 - 300 Employee

• Debt Collector

  • Nov 2022 - Present

  London, England, United Kingdom Handling unsecured products such as personal loans, overdrafts, current accounts and joint accounts in arrears; by negotiating with customers to set up suitable repayment arrangements. Understanding and investigating the root cause of arrears to prevent an event of default or for the products to continually fall into arrears. Accredited 3 weeks after training ended and can now be considered to become a SME who can supervise a team of at least 15 people with queries not requiring… Show more Handling unsecured products such as personal loans, overdrafts, current accounts and joint accounts in arrears; by negotiating with customers to set up suitable repayment arrangements. Understanding and investigating the root cause of arrears to prevent an event of default or for the products to continually fall into arrears. Accredited 3 weeks after training ended and can now be considered to become a SME who can supervise a team of at least 15 people with queries not requiring TL authorisation. Received further recovery training to deal with customers who have defaulted on our products. As third parties deal with the collection of defaulted products, I have to liaise with these stakeholders to ensure our books are up to date and customers are referred correctly. Show less



Starling Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Financial Crime Investigator

  • Apr 2021 - Nov 2022

  London, England, United Kingdom Financial Crime Investigator carrying out transaction monitoring, SARs, PEPs and assisted with onboarding. Regularly conduct thorough investigations into customer accounts following reports of suspicious behaviour from several sources including customers, other banks, law enforcement and financial crime databases. I would conduct an average of 20 individual investigations during a working day with between £1000 and £10,000 prevented/recovered from becoming proceeds of financial… Show more Financial Crime Investigator carrying out transaction monitoring, SARs, PEPs and assisted with onboarding. Regularly conduct thorough investigations into customer accounts following reports of suspicious behaviour from several sources including customers, other banks, law enforcement and financial crime databases. I would conduct an average of 20 individual investigations during a working day with between £1000 and £10,000 prevented/recovered from becoming proceeds of financial crime. Competent user of third-party tools such as CIFAS, SIRA, NCA portal and Dow Jones Risk Managements to pre-emptively identify risk factors. Liaising with MLROs and other teams to leverage and exchange knowledge and information, in addition to managing high volumes of ad-hoc requests, alerts and tickets raised by automated systems (JIRA, ZENDESK) or by other agents. Monitoring and investigating flagged transactions in line with internal procedures and feeding back the results of the relevant fraud rules to 2nd line to improve their effectiveness.

• SME Collections Advisor

  • Mar 2020 - Nov 2021

  London, England, United Kingdom SME collections advisor for business customers. Assisting with the development of processes, testing new workflows and the training of new starters. Proficient in all aspects of business collections with a specific emphasis on Bounce Back Loan recoveries, catering my support accordingly to each customer by understanding the structure and circumstances surrounding their businesses. Initiating income and expenditure with customers in financial difficulties to set up a sustainable… Show more SME collections advisor for business customers. Assisting with the development of processes, testing new workflows and the training of new starters. Proficient in all aspects of business collections with a specific emphasis on Bounce Back Loan recoveries, catering my support accordingly to each customer by understanding the structure and circumstances surrounding their businesses. Initiating income and expenditure with customers in financial difficulties to set up a sustainable and affordable repayment arrangement. Using vulnerability models such as Bruce, Texas and Carers when identifying and supporting vulnerable customers. Conducted induction and academy training to new collection advisors. Assisted team leaders in developing and improving processes, working tools, and methods relating to customer outreach and best practice standards as well as managing junior collections agents in the absence of TL’s.

• Customer Service Agent

  • Apr 2019 - Mar 2020

  London, England, United Kingdom First line of defence, escalating customer queries. Carried out academy training for new starters and was the subject matter experts for other customer service agents. Identified, assessed, and monitored accounts with proper due diligence whilst upholding excellent customer support. Achieved persistent Pass with Delight (PWD) scores with all customer interactions by showing and expressing empathy to create a personalised interaction with all customers I interact… Show more First line of defence, escalating customer queries. Carried out academy training for new starters and was the subject matter experts for other customer service agents. Identified, assessed, and monitored accounts with proper due diligence whilst upholding excellent customer support. Achieved persistent Pass with Delight (PWD) scores with all customer interactions by showing and expressing empathy to create a personalised interaction with all customers I interact with. Shadowed TLs to gain a deeper knowledge of internal banking processes to better understand people management and training. Developed my ability to identify, listen and relay information to customers in a structured and concise manner.