At Monzo Bank, I investigate complex customer fraud claims involving card fraud, account takeover, and identity theft. I analyze suspicious activity using Bizops, the BPS portal, Microsoft Excel, and internal banking tools to determine claim outcomes.
I also handle high-priority regulatory and Claims Management Company complaints, completing compliance checks and communicating final decisions to customers. As an accreditation marker, I evaluate complaint handlers’ case quality and provide feedback.
Previously, at Concentrix, I supported victims of financial fraud for major banking institutions, after providing technical support to BT customers. My training includes financial crime, fraud, regulatory, and compliance topics.
