Ismail Anwar

Financial Services professional with 10+ years in regulated banking across payments operations, complaints, fraud, credit, arrears, collections, recoveries and remediation. I have extensive expertise in FCA and DISP regulations, Consumer Duty, FOS escalations, KYC/AML, high volume case management and payment processing. I have a proven track record of meeting strict deadlines and performance targets while delivering fair customer outcomes and maintaining the highest standards of regulatory compliance.

MORTGAGES COLLECTIONS SPECIALIST (HUNTSWOOD) - NATWEST

(2026-01 - 2026-04)

• Managed a portfolio of early- and late-stage mortgage arrears cases, prioritising vulnerable customers and sustainable repayment outcomes
• Managed cases with consideration for potential FOS escalation, ensuring decisions were well-evidenced
• Balanced customer outcomes with business risk while remaining within FCA guidelines
• Reviewed arrears cases and applied solutions aligned with regulatory and internal standards
• Produced well-evidenced case decisions for potential FOS escalation while maintaining FCA compliance and controlling business risk
• Identified cases requiring tailored support, including financial difficulty or vulnerability

REMEDIATION KYC SCREENING ANALYST (MOMENTA) - STARLING BANK

(2024-11 - 2025-01)

• Completed KYC remediation reviews across existing customer files, assessing documents, account activity, sanctions, PEP, and adverse media alerts
• Cleared screening alerts and escalated higher-risk cases appropriately and maintained audit-ready records to support regulatory compliance
• Ensured all decisions were clearly recorded for audit purposes

COMPLAINT HANDLER (HUNTSWOOD) - VIRGIN MONEY

(2024-05 - 2024-07)

• Investigated regulated credit card complaints, reviewing account history, call notes, and fee application to determine root cause and fair redress
• Assessed whether charges, fees, or decisions were applied correctly
• Issued Final Response letters in line with FCA DISP and supported FOS escalation where required

COMPLAINTS HANDLER (HUNTSWOOD) - ESURE INSURANCE

(2024-03 - 2024-05)

• Reviewed insurance complaints involving claims, policy interpretation, and service issues, assessing evidence to deliver fair and defensible outcomes
• Assessed evidence including policy documents and claim files
• Provided clear Final Response Letters to customers
• Ensured outcomes were in line with company policy and FCA expectations

FINANCE TERMINATION RECOVERIES AGENT (HUNTSWOOD) - OODLE CAR FINANCE

(2023-11 - 2024-03)

• Managed voluntary termination cases and reviewed balances, eligibility, and arrears options under consumer credit rules
• Reviewed account balances and confirmed eligibility under consumer credit rules
• Supported affordable repayment plans and repossession activity while maintaining accurate and compliant case handling based on individual customer circumstances
• Managing repossession of vehicles

KYC COMPLAINTS HANDLER (HUNTSWOOD) - BARCLAYS

(2022-12 - 2023-09)

• Investigated KYC related complaints by reviewing customer information and account activity
• Used external sources such as Companies House to validate customer information where required
• Reviewed customer details including source of funds, residency, and business activity to support case decisions

FRAUD ANALYST (HUNTSWOOD) - BARCLAYS

(2021-05 - 2022-09)

• Reviewed flagged transactions and customer account activity to identify potentially fraudulent activity
• Contacted customers to verify suspicious transactions and educate where appropriate
• Investigated flagged activity and applied restrictions to accounts where Fraud was confirmed
• Identified and escalated suspicious activity, completing SARs in line with AML requirements
• Escalated suspicious activity and completed SARs in line with AML requirements

COLLECTIONS SPECIALIST ADVISOR (HUNTSWOOD) - BARCLAYCARD

(2020-07 - 2021-04)

• Assessed affordability with a focus on sustainable repayment plans and maintaining accurate call notes
• Identified and supported vulnerable customers
• Managed sensitive customer conversations while protecting compliance and service standards

SENIOR COMPLIANCE AND AUDIT CONSULTANT (HUNTSWOOD) - LLOYDS BANK

(2019-04 - 2020-03)

• Reviewed processes and casework to ensure compliance with FCA requirements
• Identified errors and areas of risk during file reviews
• Provided feedback to teams to improve quality
• Supported audit activity with clear documentation and reporting

LEGAL RECOVERIES AGENT - LOWELL SOLICITORS

(2016-03 - 2018-10)

• Managed delinquent accounts through the legal recovery process
• Negotiated affordable repayment plans balancing recovery goals and customer circumstances
• Handled CCJs, Attachment of Earnings Orders, Charging Orders and enforcement action
• Instructed the courts and liaised with bailiffs to progress enforcement activity and support case resolution
• Assessed recovery strategies based on financial circumstances and likelihood of recovery
• Liaised with customers on court orders, legal proceedings and resolution options
• Managed sensitive conversations with customers in financial difficulty
• Worked within FCA and company guidelines to ensure fair outcomes and compliance
• Maintained accurate case records throughout the legal recovery lifecycle
• Achieved recovery targets while delivering strong customer service

CUSTOMER SERVICE AGENT - NATIONWIDE BUILDING SOCIETY

(2015-04 - 2016-03)

• Handling high volume inbound calls supporting customers with their everyday banking needs

BTEC First Diploma in Sports - Sports - Huddersfield Kirklees College (2007 - 2008)

10 GCSEs - Newsome High School (2002 - 2007)