Jordan Knott
Blackburn,Lancashire
Summary
A professional with strong analytical and problem-solving skills, complemented by a basic understanding of SQL and Excel. Demonstrates excellent man management abilities and effective relationship management, driving team success through determination and drive. Committed to leveraging these skills to achieve organisational goals and enhance operational efficiency.
Overview
10
10
years of professional experience
Work history
Fraud Manager
N Brown
Manchester , Lancashire
07.2024 - Current
- Work with our strategy, analyst and ops control teams to ensure we are working towards the same goal and aligned in our ways of working.
- Attend senior level meetings when asked which included provisioning meetings, strategy meetings along with others.
- Relationship manager for our external fraud partners including Experian, CyberSource, Cifas along with others
- Work with our compliance and risk department to ensure all internal and external audits pass along with looking for ways to improve.
- Review, update and create fraud processes to align with fraud strategy.
- Work closely and manage our fraud team in south Africa ensuring all KPI's and processes are followed as well as helping with any fraud related queries.
- Managed a team of 17 UK fraud prevention and credit risk advisors.
Customer Recovery Team Manger
N Brown
Manchester , Lancashire
08.2019 - Current
- Review, create and update collections processes
- Attending senior management meetings when called upon.
- Manage and work along side other team managers to ensure day to day running of the teams are okay and escalate any challenge they might have to senior manager
- Work closely with the data analyst team to ensure both parties are aligned and provide improvements that may impact collections.
- Manage a team of up to 13 dedicated employees, hiring, training, and ensuring the professional growth of these employees.
- Ensuring team and individual QA performance meet the required Pass rate of 90%.
- Operating and managing a dialler system to ensure maximum functionality.
- To attend any vulnerability / regulatory training which ensured I kept up to date with FCA requirements.
- Deliver performance improvements plans to ensure required targets where met with under achieving advisors.
- Manage relationships between Stepchange and Payplan while attending monthly update meetings.
- Grade and challenge monthly QA for all advisors.
Department manager
Primark
Blackburn, Lancashire
09.2017 - 07.2019
- Managed medium-sized retail teams of 12+, managing work schedules, employee queries, regulations and complaints.
- Developed strategic marketing campaigns that increased sales and encouraged repeat business.
- Created positive working environments by offering support and guidance to staff.
- Closely monitored team performance, identifying improvements and managing change.
- Determined optimal mix and levels of stock to meet demand and minimize costs.
- Enforced team compliance with health and safety requirements to maintain standards.
Team Manager
Studio
Blackburn, Lancashire
05.2016 - 04.2017
- Inspired and managed teams in operational improvement, increasing motivation and productivity.
- Managed and mentored team of 10+ to continuously deliver exceptional service.
- Completed probationary reviews according to company policy.
- Maintained up-to-date knowledge in latest guidelines and best practices for smooth-running processes.
- Conducted regular appraisals and performance reviews, highlighting training and development opportunities.
- Built and maintained relationships with team, increasing motivation and team spirit.
Collections Advisor
Studio
Blackburn, Lancashire
01.2016 - 05.2016
- Speak to customers both inbound and outbound to try and come to a solution on their accounts
- Make sure that customer are treated fairly and within FCA regulations
- Develop myself and aim to become a team leader.
- Deal with regulated complaints and make sure all information is accurately recorded
- Overcame objections by applying advanced training and persuasion techniques.
- Conveyed current account information and obtained payments by using soft skills
Customer Service Advisor
Studio
Blackburn, Lancashire
06.2015 - 01.2016
- Effectively and efficiently solved wide range of incoming complaints to achieve customer satisfaction.
- Established warm and friendly rapport whilst interacting with customers by phone and email
- Deal with incoming calls and answer customer questions
- Place order and also track orders for customers
- Make sure that all KPI targets are met
Education
Certificate of Higher Education - Sport and Exercise Therapy
Leeds Beckett University
Leeds, LDSBTEC level 3 - Sports
Runshaw College
Leyland, LANGCSEs - Maths, English, Science, PE, History, IT
Darwen Vale High School
Darwen, BBDSkills
- Basic SQL level understanding
- Basic Excel Understanding
- Great analytical skills
- Great problem solving skills
- Excellent man management skills
- Determination & Drive
- Relationship Management
Projects
Relocation of fraud UK operations - business has undergone a relocation of our fraud teams to South Africa. Worked with my manager and seniors managers to make sure that the transition was smooth and painless as possible. This involved high level meetings with risk, compliance and many other areas of the business.
Consumer Duty - Making sure that every process we had within the collections department aligned with the FCA's new consumer duty laws. This involved working with risk and compliance and other senior managers. Once we had reviewed all processes we made recommendations on how we could improve on these and what to implement.
Timeline
Fraud Manager
N Brown
07.2024 - Current
Customer Recovery Team Manger
N Brown
08.2019 - Current
Department manager
Primark
09.2017 - 07.2019
Team Manager
Studio
05.2016 - 04.2017
Collections Advisor
Studio
01.2016 - 05.2016
Customer Service Advisor
Studio
06.2015 - 01.2016
Certificate of Higher Education - Sport and Exercise Therapy
Leeds Beckett University
BTEC level 3 - Sports
Runshaw College
GCSEs - Maths, English, Science, PE, History, IT
Darwen Vale High School
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