At the Financial Ombudsman Service, I investigated complaints between consumers and financial businesses, examining agreements, account information and supporting evidence. I managed my own cases and explained findings and outcomes to both parties.
At The Very Group (Shop Direct), I investigated suspected identity theft, fraudulent applications and unusual account activity through to resolution. I used CIFAS, Equifax, Trace IQ, RSA and Cybersource to assess information and evidence.
I worked with specialist investigation teams and law enforcement, providing information to support enquiries. I also helped victims of fraud understand what had happened and what would happen next, and contributed to measures intended to prevent further losses.
Before that, as a Senior Personal Banker at Royal Bank of Scotland (NatWest Group), I handled banking enquiries, financial products and escalated customer issues. My qualifications include AI in Fraud Detection – Level 2, Counselling Skills – Levels 2 and 3, and Mental Health – Level 3.
