Enforcement Conduct Board

Complaints Investigator 

The Pensions Ombudsman

Adjudicator

Caseworker

Financial Ombudsman Service

•	Assessed complaints about irresponsible and unaffordable lending in the High Cost, Short Term Lending credit sector.
•	Managed a caseload of complaints within designated deadlines – exceeding quality assurance, resolution and customer service targets.
•	Extensive casework experience resolving consumer credit complaints.
•	Applied relevant legislation, FCA, Dispute Resolution rules(DISP), industry codes of practice and other consumer law when investigating complaints.

Senior Adjudicator - Consumer Credit

•	Managed a team of Advisers responsible for taking inbound calls on the consumer helpline. I coached and mentored the Advisers to enable them to confidently service our customers. 
•	Managed a mentor support hub channel where I was the point of contact for technical escalation, or approval for Advisers and Team Leaders. My technical expertise enabled me to guide the Advisers through step by step resolutions to ensure issues were resolved efficiently and effectively. In cases where technical escalations involved multiple departments or teams, I played a central role in maintaining an open dialogue to ensure a seamless resolution process.
•	Facilitated weekly sessions where the Advisers would take part in practical activities including live call shadowing and role plays. I created these exercises to build confidence and test their ability to manage different situations in line with the Financial Ombudsman Service approach.
•	My contribution helped shape the Customer Call Hub as an efficient, high quality customer service environment. I shared specialist knowledge and supported Advisers to identify gaps in their knowledge, policy or procedure and help facilitate solutions.

Mentor - Customer Call Hub (secondment)

•	Investigated some of our most complex and high-risk fraud cases involving plastic card disputed transactions and Credit Industry Fraud Avoidance System (CIFAS) markers. I have extensive experience investigating money mule, APP scams and safe account scams, employing extensive knowledge and experience in fraud prevention strategies.
•	Applied my in-depth knowledge of the UK regulatory framework and best practice regarding fraud prevention to ensure complaints are investigated in line with Payment Services Directive Two (PSD2) requirements and CIFAS guidelines.
•	Maintained a clear understanding of the needs of our consumers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud issues.
•	Proactively contributed to the success of the wider fraud workstream by sharing knowledge, ideas, and insights.

Fraud Investigator

•	The lead Adjudicator for irresponsible and unaffordable lending complaints involving short-term loans (STL) and overdrafts.
•	Delivered training to staff including creating case studies and outcome frameworks in line with the ombudsman approach to ensure effective resolutions at pace and in volume.
•	Designed and created a case handling synopsis for complaints involving a default issue with a central library of key information for maximum efficiency.
•	Mentored, coached, and trained Adjudicators. Provided constructive support, feedback and signed off the quality of their work through an accreditation process.
•	Facilitated daily case discussions, conducted quality assurance activities, and provided ongoing coaching through a weekly coaching forum and various training sessions. This greatly improved knowledge sharing and consistency throughout the service, actively championing a strong focus on delivering timely and fair outcomes to customers and practical solutions whilst coordinating with financial firms. 
•	Built and maintained mutually beneficial relationships with firms, effectively educating them on the Ombudsman’s approach and expectations, fostering trust and collaboration. This collaborative effort resulted in streamlined processes and increased efficiency.
•	Played a key role in the development of a new infrastructure to meet the increasing demand of STL and overdrafts complaints. This initiative resulted in streamlined processes, improved customer experience, and reduced waiting times for resolutions.

Mentor- Consumer Credit and Banking

•	Assessed complaints about irresponsible lending in the High Cost, Short Term Lending credit sector and Payment Protection Insurance (PPI) mis-sale.
•	Resolved disputes using a fair and reasonable approach as an alternative to litigation, in accordance with the Alternative Dispute Resolution (ADR) regulations and the relevant laws and rules of insurance and consumer credit including Dispute Resolution (DISP), General Insurance Standards Council (GISC), Office of Fair Trading (OFT), Financial Services and Markets Act 2000 (FSMA), Financial Conduct Authority (FCA), and Consumer Credit Sourcebook (CONC).
•	Provided technical support, advice and coaching to colleagues, offering expertise in navigating complex cases and improving customer service. 
•	Mentored, coached, and trained Adjudicators. Provided constructive support, feedback and signed off the quality of their work through an accreditation process.
•	Conducted quality checks to ensure compliance with proper procedures, maintaining high standards of service delivery and regulatory compliance.
•	Issued outcomes to consumers and businesses both in writing and over the telephone and acted as a liaison between both parties to reach a fair and reasonable outcome.
•	Monitored complaint trends to identify areas for improvement and opportunities for educating businesses on the Ombudsman’s approach to ensure effective complaint resolution.
•	Worked on various projects in addition to managing my caseload demonstrating adaptability and a strong commitment to achieving organisational goals. My exemplary customer service, leadership and mentoring skills have led me to handle complex and sensitive cases involving vulnerable consumers and deliver staff training at various levels.

Senior Adjudicator/Mentor - Consumer Credit and Insurance Mis-sale 

An experienced and driven financial professional with expertise in dispute resolution, regulatory compliance and analysis. A well rounded individual with a solid focus on delivering positive outcomes for both businesses and clients. Skilled in collaborating with all members of an organisation to achieve business objectives. I am instrumental in streamlining and improving processes, reporting methods and implementing analytical solutions.

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