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
