Data Privacy & Subject Access Request Specialist - St James's Place
(2025-01)
Financial Crime division
- Managing a high volume of incoming Data Subject Access Requests (DSARs) in accordance with the requirements of the Data Protection Act 2018 and the UK General Data Protection Regulation (GDPR).
- Completing identity verification and maintaining clear communication with requestors throughout the process.
- Assisting with the collection of relevant personal data from locations across St. James's Place, determined by the scope of the data subject's request.
- Assisting with the review of information collected prior to dispatch to the data subject to enable the redaction of third-party data and application of other relevant exemptions and exceptions.
- Dispatching responses to data subject access requests via a secure online portal to minimize the risk of data loss.
- Assisting with subsequent queries, either handling personally or escalating to DSAR Manager where query relates to the data subject access request itself or passing on to the relevant department where query relates to the content of the information.
- Escalating high risk matters to the DSAR Manager on a timely basis, including queries on the scope of requests, concerns over statutory deadlines and/or the collection of relevant personal data and the application of exemptions and exceptions, including challenges on the same received from data subjects.
High Risk EDD Senior Associate - Starling Bank
(2024-10 - 2024-12)
Risk Advisory division
- Reviewing high risk customers and concluding whether the customer should remain high risk via a review of relevant documents including due diligence analysis and providing a sign off including a written narrative to conclude on the decision.
- Performing complex reviews to ascertain whether further or new supporting documents are required particularly with regards to Source of Wealth (SoW) and Source of Funds (SoF).
- Assessing high-risk customer transaction activity to ensure it is commensurate with the nature of the business.
- Performing EDD activities such as open-source searches, adverse media and name screening using World-Check, Lexis Nexis, CIFAS, SIRA & OEDQ.
- Completing detailed case review reports and regulatory filing narratives to be submitted to the regulators based on findings when necessary.
Senior Risk and Controls Associate - NatWest Group
(2024-04 - 2024-10)
Third Party Risk Management (TPRM)
- Conducting thorough assessments of clients' third-party vendors and partners to evaluate their risk profiles.
- Supporting the end-to-end third-party risk process to ensure vendors meet the control standards (Security ISO 27001, Soc II Type 2, Operational Resilience ISO 22301 & Business Continuity) including pre-contractual third-party reviews, ongoing monitoring controls & risk assessment to identify the required controls and risks to remediate.
- Gathering and reviewing documentation to demonstrate adherence to PCI DSS standards.
- Assisting in developing and enhancing third-party due diligence policies, procedures, and frameworks to improve the effectiveness and efficiency of risk assessment processes continually.
- Working on audit findings and the building of remediation action points for addressing issues related to the scope.
- Collaborating closely with key stakeholders across the organisation to embed a robust governance framework.
- Monitoring the activities and performance of third parties to ensure ongoing compliance and escalating risk issues as necessary.
- Providing regular reports and updates to senior management on third-party risk statuses and key metrics.
Debt Collections Specialist – Vulnerable/Forbearance Team - One Savings Bank (OSB)
(2023-11 - 2024-04)
Secured Lending division
- Supporting vulnerable customers over the phone, offering forbearance options and financial guidance.
- Case handling a high volume portfolio of customer accounts in arrears through to completion with varying and unique circumstances.
- Monitoring the status of outstanding collection activity to identify problem areas and adopt procedures to improve the overall collections process.
- Building relationships with customers through regular contact to validate, understand and resolve breaches of agreements with customers.
- Negotiating, implementing and monitoring feasible repayment solutions that take into account the customer's circumstances while balancing the best interests of the business.
High Risk EDD Senior Associate/Quality Control Senior Analyst - Deloitte
(2022-05 - 2023-11)
Risk Advisory division
- Conducting Enhanced Due Diligence (EDD) reviews on those identified as Special Interest Persons (SIPs)/ Special Interest Entities (SIEs)/Politically Exposed Persons (PEPs) and other higher risk customer types to identify and critically assess potential financial crime risk or reputational risk.
- Analysed internal and external databases, primary documents, adverse media and other information sources to support completion of reviews.
- Making sense of complex corporate structures, understanding and mitigating possible sanctions exposure, and examining patterns that may indicate money laundering, tax evasion or terrorist financing.
- Thoroughly and accurately documenting the research and analysis related to the financial activity and related entities of the customer, including Source of Wealth (SoW), Source of Funds (SoF) and ongoing Source of Funds.
- Delivering detailed, robustly-evidenced, highly cogent narrative reports to allow senior management to make decisions on On-Boarding and maintaining High Risk relationships.
- Performing "four eyes" checks of cases completed to decrease regulatory and reputational risk by exercising sound judgement in approving/rejecting submitted cases.
- Reviewing the adequacy of EDD, CDD, KYC and KYB checks, Sources of Wealth and Source of Funds, client information, profile and suitability performed by KYC analysts during the onboarding process.
- Conducting periodic reviews of operational procedures and supporting the wider business to ensure these remain accurate and up to date.
Pension & Investment Complaint Handler/Quality Assurance Analyst - Target Group
(2020-09 - 2022-02)
Wealth Management division
- Dealing with, and investigating a wide range of highly complex regulated customer complaints covering several portfolios(NatWest/RBS, Investec, Barclays Investments, Shawbrook & Homes England) with the ultimate goal of achieving the right outcome and restoring customer faith.
- Liaised with customers by means of telephony to discuss/gather further information relating to the sale of the product and circumstances to aid in delivering the fairest outcome possible for the customer.
- Determining appropriate redress including financial loss assessments and considered tax liabilities.
- Undertaking a risk-based quality program and reporting findings in accordance with the Quality Management Framework to ensure good customer outcomes and confirmation that regulatory processes are adhered to.
- Analysing sampling data to identify patterns and root-causes of quality issues and reporting on the findings.
- Providing ongoing expert coaching and technical support.
KYC Client Onboarding Analyst - TSB Bank
(2020-03 - 2020-09)
Risk Advisory division
- Completed Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) for a variety of Commercial and Private Banking clients covering Low, Medium and High Risk during the Onboarding stage of the relationship.
- Facilitated new KYC Onboarding and performed Periodic reviews on risk based schedules.
- Undertook Source of Wealth (SOW) and Source of Funds (SOF) remediation and performed EDD for ongoing periodic reviews.
- Investigated customer information using a range of data providers and public information for KYC and KYB purposes (Equifax, World Check, Dow Jones, Factiva, UKIA Checks, UID Checks, Orbis, PEP and Sanction Screening).
- Conducted Adverse Media Searches and provided support with discounting and escalation processes.
- Ensured adequate process implementation and adjustment according to KYC relevant regulations and internal procedures.
- Ensured accurate sourcing, collection, compilation and storage of KYC documentation.
Investment File Reviewer - Hargreaves Lansdown
(2019-12 - 2020-03)
Wealth Management division
- Conducted client file reviews covering all aspects of business written across the private wealth spectrum; inclusive of Pensions, Investments and Fund Management.
- Reviewed suitability reports to ensure that any financial and investment advice given to existing clients met the overarching suitability requirements of the FCA.
- Worked with Line 2, Compliance and Risk, to ensure that the business assurance framework created for the assessment of suitability, was aligned to internal standards and the firm's advice framework.
- Prepared feedback reports to Advisors highlighting development needs and action points and requesting further information and correct action as necessary.
- Recorded all appropriate information on the Company back office systems in line with file review standards.
- Managed own workload load to ensure all outstanding action / information was followed up, completed and resolved appropriately and within Company timescales, liaising with Advisors and the Head of Risk Management.
Senior KYC Onboarding & Remediation Analyst - TSB Bank
(2018-06 - 2019-11)
Financial Crime division
- Reviewed High Risk clients, applying Enhanced Due Diligence (EDD) for periodic reviews to identify and understand the financial crime risks associated with Politically Exposed Persons (PEPs), Sanctions and other higher risk relationships to ensure KYC risk was mitigated.
- Performed gap analysis to identify and document any changes to the client's corporate information and ensure they met the required regulatory and compliance standards.
- Updated client information as required and performed screening and media searches on High Risk clients using Dow Jones, OEDQ, World Check, RDC, Companies House and Experian
- Performed reviews on the nature and purpose of the business relationship, highlighting any changes since the previous review.
- Monitored transactions in accordance with the Financial Crime Monitoring Plan.
- Analysed and determined if the current risk rating was correct and made recommendations on whether to continue or exit a client's relationship.
KYC High Risk Onboarding Analyst/Quality Checker - Fortitude Capital
(2015-02 - 2018-06)
Risk Advisory division
- Conducted and used strong external research skills to review and obtain missing KYC information and documentation (proof of address, incorporation evidence, regulatory status, names of Ultimate Beneficial Owners and management/directors) in company systems to determine completeness and suitability.
- Conducted Customer Due Diligence (CDD) checks for High, Medium and Low Risk PEP customers, consideration of jurisdictions, adverse media and job roles covered.
- Escalated significant fraud and AML concerns to the relevant teams and escalation points to ensure appropriate actions were taken.
- Understood and adhered to the standards and procedures set out in Fortitude Capital's Global Policy, as well as relevant local regulatory requirements (including in respect of AML/CFT/KYC, tax, sanctions and embargoes matters).
- Conducted trend analysis and produced management information covering transaction monitoring rules.
- Performed 6-eyes checking and was accountable for the accuracy of the files in line with company policy and procedures. Fedback all file inconsistencies to ensure inconsistencies were rectified before file validation.
Mortgage Complaints Manager/Quality Assurance Officer (PPI) - Barclays
(2014-07 - 2015-01)
Specialist FOS Complaints
- Analysis and appropriate resolution of complaints across mortgages, credit cards, overdrafts and both personal, business loans and dealing with the FOS to effectively resolve disputes to the satisfaction of both financial institution and complainant.
- Ensured that all complaints, redress calculations and final decisions were resolved within FCA stipulated timeframes & guidelines, whilst maintaining the highest quality standards in line with regulatory frameworks.
- Checked cases to ensure the quality standards of the client are met at all times types of cases include: Business as Usual, Remediation, Route to Competency and Past Business Review. Responsible for monitoring and maintaining quality & productivity targets for client, ensuring the principle of Treating Customers Fairly (TCF) is at the heart of all complaint outcomes.
File Reviewer - Santander
(2013-12 - 2014-07)
Wealth Management division
- Reviewed customer files to assess and decide whether the customer is eligible to receive redress / compensation after Investment advice failings.
- Analysed large amounts of data, formulated and drafted an opinion/view on the complaint in question.
- Ensured that the assessment / suitability template is completed appropriately and all required information relevant to the assessment is adequately recorded.
- Ensured that the principles of Treating Customers Fairly (TCF) and Conduct of Business Principles (COB's) and KYC principles are adhered to at all times.
Remediation/Calculation Analyst - Pension Transfer Options
(2013-06 - 2013-12)
Pension Annuities division
- Conducting detailed case assurance reviews, benefit reviews and procedure reviews to establish historical benefits.
- Establishing and reviewing the clients' financial sophistication in relation to their past and present investment portfolio.
- Tasked with carrying out full and comprehensive reviews of clients' allegations, collating relevant information, assessing and analysing the evidence and credibility and supporting conclusions with thorough rationale.
- Writing detailed reports to explain my decisions regarding suitability.
- Completed compensation calculations in line with established policies, processes and procedures.
- Liaising with administrative and case assessor teams to ensure the customer is remediated appropriately.
Quality Assurance Manager - British Gas
(2012-12 - 2013-05)
Specialist Complaints division
- Writing detailed reports to explain my decisions regarding suitability.
- Full assessment and investigation of Section 75 finance complaints regarding mis-representation of solar panel systems.
- Reviewed all types of complaints from direct clients, complaint management companies and solicitors.
- Established if the systems had been mis-sold and the merits of the complaint, based on what the expected benefits were shown to the clients and whether the systems met those expectations.
Mortgage File Assessor - Royal Bank of Scotland
(2012-05 - 2012-11)
Mortgage Endowments (PBR) division
- Review of compliance of advice on endowment sales including preparation of initial report, final report decision letter and calculation of redress under RU89 requirements for endowment complaints.
- Assessed the advice provided by the firm, product literature and adviser correspondence to determine suitability of the endowment.
- Client and customer verbal and written liaison to obtain missing point of sale information considered necessary to determine suitability of advice.
- Checked complaint files and correspondence to ensure quality standards were maintained.
- Constantly switching over from NatWest and Royal Bank of Scotland systems as the complaints that required resolving were from both of these banks.
- Worked to FCA timetable of prompt resolution as well as working to client targets when necessary and appropriate.
Member Relations Manager (SME) - Nationwide
(2011-09 - 2012-05)
PPI Mortgage Complaints division
- Assessing the suitability and eligibility of the product to ascertain if the product was sold in the best interest of the customer.
- Reviewed Payment Protection Insurance for mortgages, unsecured loans, credit cards, overdrafts etc.
- Making outbound calls when updating customers on what stage the complaint is at, inbound calls queries from the customers and the CMC's.
- Assisting with queries relating to various cases and also being a Subject Matter Expert when answering questions relating to MPPI policies, as well as the sales channels used for the sale of the policy.
Personal Injury Case Manager - Claim IT Ltd
(2010-02 - 2011-06)
Personal Injury Complaints division
- Dealing with Personal Injury complaints for clients. Leasing with various institutions including insurance companies, solicitors, medical consultants etc.
- Extremely target driven environment.
- All aspects of office duties undertaken, reporting directly to operations manager on a daily basis regarding MI, statistics and targets.
Complaints Manager/Quality Assurance Officer - Alliance & Leicester / Abbey (Santander Group)
(2009-02 - 2010-01)
PPI Complaints division
- Reviewed Payment Protection Insurance for mortgages, unsecured loans, credit cards, overdrafts, working on the FOS and third party complaints, directly responding back to the CMC and FOS with the Final Response Letters, also dealing with the comeback responses.
- Assisting with queries relating to various cases and also being a subject matter expert when answering questions relating to PPI policies that were sold to the customers, as well as the sales channels used for the sale of the policy.
- Accurately carry out quality checking and auditing on the responses of the complaint case handlers, ensuring that they are following the strict policies and procedures of the project.
