Michaela Cowan

Experienced Financial Services Customer Service Professional with over seven years of expertise supporting customers across banking and credit products. Skilled in complaint resolution, vulnerable customer support, account management, regulatory compliance, and first-contact resolution. Proven ability to manage complex customer situations with professionalism, empathy, and sound judgement.

Combines strong commercial awareness with excellent communication and problem-solving skills. Currently completing a BA (Hons) in Business Management and Accounting, demonstrating a commitment to professional development and continuous learning.

Customer Service Agent - Sainsbury's Bank / Argos Financial Services

(2018-01)

Provide frontline support across banking and credit card products through telephone, email, and live chat channels.

• Resolve complex customer enquiries relating to payments, refunds, account servicing, credit limits, financial difficulties, bereavements, and lost or stolen cards.
• Handle customer complaints efficiently, achieving high levels of first-contact resolution.
• Support vulnerable customers in accordance with regulatory expectations and company policies.
• Investigate account issues and identify effective solutions using multiple internal systems.
• Collaborate with Fraud, Financial Crime, Resolutions, and Operations teams.
• Support business change initiatives through user testing and process improvement activities.
• Maintain accurate records while ensuring compliance with internal and regulatory requirements.
• Developed extensive expertise in financial services, customer account management, and complaint handling.
• Built a reputation for resolving complex customer issues effectively and professionally.
• Trusted to contribute to business improvement and change-management projects.

Healthcare and Team Leadership Roles

(2018-01)

Prior to entering financial services, held progressive roles within healthcare and team leadership environments, developing exceptional communication, empathy, decision-making, and people-management skills.

• Medication administration
• Care planning
• Regulatory compliance
• Staff supervision
• Supporting vulnerable individuals

BA (Hons) - Business Management and Accounting - The Open University

BTEC National Diploma Level 3 - Health & Social Care - DH Associates, Liverpool

BTEC National Extended Diploma Level 2 - Health & Social Care - Riverside College, Widnes

GCSEs - English, Mathematics, Science and ICT