Customer Fraud Executive - Autotrader
(2021-06)
- Lead complex tasks and act as a key decision-maker in the absence of leadership.
- Independently plan and deliver training for Customer Fraud Executives and wider stakeholders.
- Trusted escalation point, known for a calm and resilient approach particularly during periods of high pressure.
- Analyse data, track KPIs and quality measures, and identify trends and fraudulent activity, escalate findings and communicate risks with other departments.
- Confident communicator for stand-ups, training and one-to-one coaching.
- Represent the team and business when explaining decisions or developments within fraud.
- Collaborate effectively across squads and departments, sharing insights and feedback that improve security processes.
- Assist with investigations by liaising with bodies such as Trading Standards and the Police, preparing detailed witness statements used as evidence in court proceedings.
- Handle complex customer complaints related to vehicle conditions and fraudulent seller activity.
- Manage relationships with business trade sellers dealing with complex queries such as fraudulent reviews and consumer complaint escalations.
- Work with other departments to get trade sellers everything they need to have their account working to maximise best performance.
- Complete data protection requests from consumers, police and trading standards within a timely manner.
Claims Handler - Broker Direct
(2020-10 - 2021-06)
- Handled broker and customer claim enquiries, complaints, and settlements.
- Managed motor claims from start to resolution.
- Negotiated with third-party insurers and reviewed policyholder documentation.
- Investigated CCTV/dashcam footage for fair outcomes.
- Prioritised personal and team claim caseloads.
Fraud Investigator - Swinton Insurance
(2017-07 - 2020-06)
Responsible for the investigation of potential fraudulent risks, along with prioritising and disseminating all internally and externally sourced intelligence in protecting the business from fraud risks, in line with department policies and procedures.
- Investigate suspicious behaviour using desk top products and cross departmental systems such as World pay, SIRA, CDL, IFB portal.
- Helped with the continued development of the counter fraud strategy.
- Act as a point of referral for internal fraud related queries.
- Provide regular reports and recommendations to line management on activity seen within the fraud department.
- Work with analysts in order to assess data sets for adverse behaviour.
- Submit suspicious activity reports as necessary.
- Build and maintain relationships both internally and externally.
- Rule creating in SIRA with trends seen within the industry and in the fraud department.
- Audit the team of analysts and provide feedback and host further training if needed.
- Deal with all chargeback queries.
- Appointed person to deal with all DPA requests which come into the business.
Fraud Analyst - Swinton Insurance
(2015-11 - 2017-07)
Helped create and develop a new department within Fraud, first point of contact for all Fraud related concerns, contributed to reducing Swinton's Fraud and related write offs.
- Developed fraud department structure and voided fraudulent policies.
- Maintained fraud logs and communication through Excel and Outlook.
- Blocked suspect data via Sentinel systems and updated procedure manuals.
Senior Credit Controller - Swinton Insurance
(2011-04 - 2015-11)
- Recovered outstanding balances and handled complex customer complaints.
- Managed payment plans and daily team workload distribution.
- Conducted training, hosted one-on-ones, and improved credit processes.
