Bibian Oti

Highly organised and detail-focused administrative professional with substantial experience in administration, complex casework, eligibility assessment, financial data processing, regulatory compliance and high-volume customer-facing operations within HMRC. Experienced in assessing information against benefits legislation and policy, investigating discrepancies, processing changes in circumstances, maintaining accurate case records and providing clear guidance on benefit and entitlement matters. Currently working as an HMRC Compliance Officer investigating Child Benefit claims, with proven experience handling sensitive personal and financial information, identifying potential fraud and non-compliance, conducting detailed fact-finding, assessing eligibility and applying relevant legislation to individual cases.

Previously provided administrative support across multiple HMRC tax, National Insurance, Self-Assessment and benefits-related teams. Confident liaising with customers, agents and internal stakeholders, managing competing priorities and meeting strict statutory and operational deadlines. Brings strong transferable skills for Housing Benefit and Council Tax Support/Reduction assessment, Universal Credit-related casework, backlog clearance, change-of-circumstance processing and claimant enquiries.

HMRC Compliance Officer – Child Benefit Fraud - Brook Street (UK) Limited, working for HMRC

(2025-08 - 2026-04)

• Investigate high-risk claims Child Benefit, assessing claimant information, household circumstances and supporting evidence to establish eligibility and identify potential fraudulent or incorrect claims.
• Apply relevant benefit legislation, HMRC policies and compliance procedures when assessing individual cases and determining appropriate outcomes.
• Process and review information relating to changes in circumstances, including household changes and other factors affecting benefit entitlement.
• Manage a high-volume caseload involving complex and sensitive personal and financial information, maintaining accurate and comprehensive case records within HMRC systems.
• Conduct detailed fact-finding investigations, interviews and analysing financial and personal information to establish the accuracy of claims.
• Identify discrepancies, undeclared information and potential overpayments, taking appropriate action in accordance with legislation and operational procedures.
• Apply legislation and policy to recover overpayments, issue formal closure notices and impose financial penalties where non-compliance is established.
• Provide customers with clear and accurate information regarding benefit eligibility, entitlement, payment processes and the effect of changes in circumstances.
• Prepare, review and process formal correspondence and documentation relating to benefit claims, ensuring accuracy, confidentiality and timely completion.
• Contributed to the Child Benefit Reverification Scheme, supporting rigorous eligibility reviews which contributed to securing £89 million in savings for the Exchequer.
• Act as a point of contact for administrative queries and escalations, resolving issues where possible and referring complex matters appropriately to senior colleagues.
• Maintain strict confidentiality when handling sensitive claimant information in accordance with HMRC data protection and security requirements.

Administrative Officer - Brook Street (UK) Limited, working for HMRC

(2024-01 - 2025-08)

• Provided high-volume administrative and casework support across HMRC departments including Tax Rebate, Hidenda, National Insurance SAR, DPU, Self-Assessment and Pensions.
• Managed individual cases involving complex personal, employment and financial information, ensuring records were accurate, complete and processed within required timescales.
• Compiled and assessed detailed employment and financial information including gross payments, tax deductions, National Insurance contributions, marriage allowances, taxed and untaxed interest and payment records.
• Reviewed information for discrepancies and inconsistencies, undertaking appropriate checks before processing or releasing information.
• Drafted, processed and quality-checked official correspondence containing sensitive financial and employment information, consistently meeting the mandatory 28-day turnaround.
• Used HMRC systems to update, process and maintain accurate case information while complying with strict data protection and confidentiality requirements.
• Supported the processing of complex and Self-Assessment Pensions casework, requiring careful interpretation of financial information and adherence to legislation and internal procedures.
• Prioritised competing workloads and maintained productivity and accuracy when working to strict operational deadlines.
• Liaised with internal teams and relevant stakeholders to resolve case issues and ensure information was processed correctly.
• Delivered professional customer and agent support, communicating complex financial and tax information clearly and appropriately.
• Demonstrated strong analytical skills when reviewing financial records and identifying discrepancies requiring further investigation.

Adult Nursing Degree - Nursing - University of Cumbria (2013)

Preparation for a Career in Care and Access to Nursing, National Standard - Care/Nursing - Dundee College (2010)