Sabrina A

Managed redress outcomes for complaints involving finance mismanagement and service failures. Assessed consequential loss claims with evidence-based rationale. Delivered clear final responses that mirrored FOS expectations, including full redress breakdowns and reasoning.

Handled complex finance complaints in alignment with FCA/FOS principles. Ensured reserves and redress calculations were accurately recorded to reflect liability. Authored bespoke final response letters, evidencing root cause and remedy.

Conducted thorough income & expenditure reviews to assess affordability. Created tailored repayment solutions for vulnerable and non-vulnerable customers. Handled and resolved complaints compassionately and within regulatory timeframes.

Managed credit card services, assisting customers with financial difficulties through income and expenditure forms and payment plans. Handled various queries including terms and conditions, interest calculations, disputes, and balance transfers.

Reviewed historic PPI sales for potential mis-selling and determined appropriate redress. Ensured compliance with FCA regulations, maintaining high accuracy in decision-making. Produced detailed rationale to support final outcomes and avoid FOS referrals.

Investigated and resolved complaints arising from a major system outage, assessing financial impact on customers to offer accurate redress. Handled vulnerable cases with sensitivity and ensured alignment with FOS expectations. Managed cross-departmental complaints.

Conducted impartial reviews of mis-sold PPI cases across multiple product types. Ensured jurisdictional and regulatory checks were completed prior to case progression. Provided well-reasoned decisions supported by evidence and regulatory precedent.

Investigated complex fraud cases and assessed accounts for Cifas and AML violations. Assessed evidence to validate authenticity of customer claims and recommend action to compliance/legal. Worked closely with Sanctions, KYC, and SAR teams to deliver comprehensive outcomes.

Structured finance deals with fairness and transparency, adhering to SAF accreditation. Achieved and exceeded individual sales targets consistently. Applied affordability principles and transparency in financial calculations.

Managed end-to-end household claims, including complaints and redress handling. Liaised with contractors and brokers to ensure fair and efficient claim settlements. Collaborated with the fraud team to detect and reject invalid claims.

Delivered compliant sales in line with responsible lending and TCF principles. Trained new staff and carried out quality checks to maintain high customer service standards. Supported customers in financial difficulty and made referrals as appropriate.

Completed the Specialist Automotive Finance accreditation. This training focused on ethical and compliant practices in automotive finance.

Achieved accreditation as an Adjudicator from the Financial Ombudsman Service. This involved training in impartial review and decision-making for financial disputes.

Participated in extensive internal training across various roles focusing on FCA/FOS Complaint Handling & Redress. This enhanced skills in regulatory compliance and customer compensation.