Simona Ielo

Experienced fraud-operations professional with over 26 years' experience across banking, fraud detection, financial operations, and regulated environments. Strong background in customer service, accounts payable, and process improvement, with a proven ability to deliver fair, first-time outcomes for customers through thorough case review, quality checking, evidence assessment, and consistent adherence to policy and regulatory standards. Logical, detail-driven, adaptable, and resilient, with excellent information-retention skills and the ability to adjust quickly to change.

A positive, effective communicator who works confidently with stakeholders at all levels and maintains accuracy and compliance under pressure.

Fraud Claim Processing – Back Office - Virgin Money UK

(2024-05)

Fraud claims processing in line with policy and regulatory standards (PSR vs Scams).

• Evidence reviews across transactions, customer statements, and merchant data to determine liability, including assessment of customer profiles (i.e. First Party Fraud).
• Accurate case documentation with audit-ready notes and outcomes to ensure smooth progression during ownership changes.
• Continuous improvement support through identifying errors, trends, and training gaps; collaborating with Debit/Credit Analytics, Digital & APP Victim teams, and Fraud Investigations & Recovery.
• Multi-system fraud handling across SAS, PRM, FeezAI, and case-management platforms.
• Adaptable to fast-changing requirement such as temporary Under-100/200/500 rule.
• Supporting peak-volume activity during high-volume periods, system outages, or fraud-spike events.
• Strong information retention demonstrated through creating clear troubleshooting guides for non-digital debit and business credit card processes.
• Complex Team investigations since July 2025, managing high-risk, multi-factor fraud cases and learning over-£5k MetricStream workflows.
• Business credit card fraud handling, including complex liability assessments and merchant-evidence reviews across multiple linked accounts.

Plastic Fraud & Disputes Detection Team - Virgin Money UK

(2023-02 - 2024-05)

• Investigated card fraud alerts, suspicious activity and disputes.
• Performed initial triage, evidence gathering, and risk assessment.
• Ensured first-time resolution and accurate escalation of complex cases.
• Collaborated with fraud operations, customer service, and back-office teams.

BT - Webhelp UK / Concentrix

(2020-01 - 2023-12)

• Complex complaints, technical issues, regulatory-sensitive cases.
• Accurate, compliant resolutions.

BrightHouse - Webhelp UK / Concentrix

(2017-01 - 2020-12)

• Regulated collections, affordability, disputes
• FCA compliance and vulnerable customer support.

Vodafone - Webhelp UK / Concentrix

(2015-01 - 2017-12)

• High-risk billing disputes and retentions
• Accurate account handling and first-time resolution.

Sky - Webhelp UK / Concentrix

(2012-01 - 2015-12)

• Customer issue resolution in high volume: billing, technical support, sales Through Service.
• Quality & productivity metrics consistently met.

Accounts Payable (AP) Specialist & Subject Matter Expert - Eaton European Shared Service Centre - Glasgow

(2003-01 - 2012-12)

Managed AP operations across Europe, US, Mexico, Switzerland, India, and China. Ensured accuracy, compliance, and timely processing of invoices and payments. Acted as Subject Matter Expert for AP processes and controls.

Associate Analyst – AP Projects Team - Eaton European Shared Service Centre - Glasgow

(2003-01 - 2012-12)

• Supported process improvement and project management initiatives.
• Streamlined workflows, reduced errors, and improved operational efficiency.
• Collaborated with cross-functional teams to implement new systems.

Operations Support - IBM ITS Out of Hours Team - Greenock

(2000-01 - 2003-12)

Managed inbound calls from Italian clients and UK engineer pilot calls. Coordinated entitlement, data management, and technical support. Served as Subject Matter Expert for Out of Hours operations. 7 PM to 7 AM shift pattern.

Accountancy Roles – Import/Export House & Chartered Accountants - Various - Italy

(1998-01 - 2000-12)

• Bookkeeping and reconciliations: VAT, corporation tax, ledgers, payments, audit, and customs
• Strong grounding in financial accuracy, compliance, and documentation.

BA - Economics - University of Pisa (1997)

HNC - Business Administration - James Watt College (2001)

SVQ Level III - Customer Service - James Watt College / IBM (2002)