At NatWest Group, I worked across banking operations, complaints, and financial crime. As an Operations Analyst, I verified client data and financial history, worked on Banking Remediation Management Projects, and resolved PPI mis-sale complaints involving loans, mortgages, and overdrafts.
As a CDD - Financial Crime and Control Analyst, I used specialized system tools and software for fraud detection, dormancy, and PEP screenings. I conducted Enhanced Due Diligence and Customer Due Diligence for KYC, investigated potential fraud, and reported financial crime cases.
As a Senior Analyst - Complaints & Query, I handled customer concerns about plastic cards, customer records, interest, and service issues. I also served as a Subject Matter Expert in complaint handling processes, assisting and training team members. Most recently, at AMAZON DEVELOPMENT CENTRE, I resolved issues for US customers and delivery partners, troubleshooting and escalating complex cases when needed.
