Rakia Nazir

Completed regulatory review casework in line with FCA standards, evaluating total loss motor insurance claims and selecting outcomes based on approved guidelines. Produced detailed case assessment checklists, narratives and audit trails while meeting productivity and quality targets.

Managed customer complaints in a home emergency environment by investigating issues with stakeholders and coordinating timely regulatory communications. Maintained accurate complaint records, handled escalations including CEO and social media complaints, and worked to agreed KPIs.

Built remediation case files from insurance claims data, investigating complaints and calculating redress in support of FOS outcomes. Remediated cases through data validation, customer communications and payment activity while maintaining quality across high volumes.

Reviewed voice and digital customer interactions against internal compliance monitoring frameworks to identify non-compliance. Audited outcomes, produced monitoring insights for reporting, and performed deep-dive investigations to find root cause and corrective actions.

Performed quality checks on PPI cases to ensure alignment with FCA and bank handling guidelines, including verifying case records for audit and FOS purposes. Assessed redress calculations using provided tools (including manual calculations) and supported staff coaching and control-gap/process improvement activity.

Carried out KYC screenings and risk-based due diligence, documenting client information in line with global KYC procedures. Monitored for unusual transactions, handled AML requirements including PEPs, and managed the client lifecycle (open, amend, review and exit) according to policy.

Assessed customer advice suitability for investment and protection insurance products and performed redress calculations within a remediation project. Served as a subject matter expert for complex cases and supervised a team of 20 by managing workflows, daily allocations and progress reviews.

Investigated PPI complaints by communicating with customers via written and verbal channels while maintaining quality and productivity. Calculated and checked payment amounts and records accurately, using spreadsheets and systems, and identified opportunities to improve business processes for better customer outcomes.

Investigated customer complaints, predominantly relating to Payment Protection Insurance, by reviewing detailed documentation and gathering further information through customer conversations. Worked in a fast-paced environment to meet daily targets while following Data Protection Act requirements with a strong focus on accurate data handling.

Completed a Professional Graduate Certificate in Education focused on teaching Mathematics in the Lifelong Learning sector.

Earned a BA (Honours) in Accounting & Finance at Teesside University.

Completed A Levels including English Literature.

Completed A Levels including Religious Studies.

Completed a Level 5 subject specialism qualification in Numeracy at Teesside University.

Completed AS Level Government & Politics.

Grade: A–C

Activities and societies: 8 GCSEs including Mathematics and English.

Completed GCSEs achieving grades A to C, including Mathematics and English.