Afia Appiah

Outline

Investigated POCA complaints from high-risk customers (PEPs, sanctioned individuals etc.), conducted quality assurance to ensure consistent outcomes and delivery of excellent customer service. Work collaboratively with fraud and legal teams to ensure thorough investigation of evidence and fair compensation awards.

Key Responsibilities

• Acting as a mediator between financial businesses and their clients

• keeping up to date with changes to regulations and laws to ensure businesses are upholding regulatory standards and treating their customers fairly.

• Report to the business and FCA of growing trends which may be a risk

• Liaising with CIFAS, the NCA, police, action fraud and other relevant authorities when dealing with complex cases

• Ensuring compliance with procedures and activities with regulatory / legal requirements incl. AML, KYC policies, and CONC, BCOBSs & FCA Disp rules

• Leading on the Ombudsman’s Banking Practice Group offering a platform of discussion with Ombudsman Managers and Senior Investigators

• Covering line manager’s responsibilities when on annual leave

• Mentoring and coaching new recruits in the management of their fraud and scam cases.

• Providing expert advice on jurisdiction and managing the fraud and scams helpline and acting as an escalation point for junior investigators

• Managing the team’s QA regime ensuring SLAs are met and stellar customer service levels are adhered to

Key Achievements

• Consistently exceeding complaints resolution targets, contributing to greater customer service satisfaction levels across the organisation
• Advised on over 50 case clinics supporting in the creation of AML and fraud policy, as well as our jurisdiction across the organisation
• Ensured adherence to ethical standards, maintained department reputation.
• Managed complex investigative projects, ensured timely resolution.

Outline

Handled vast amounts of complaints brought to the service. Adhering to complaint timescales and fast pace, whilst maintaining high quality customer service and resolutions.

Key Responsibilities

• Assessing each complaint within deadlines
• Meeting the Company's resolution targets
• Assessing each complaint, in line with companies process to reach the right decision for customer
• Pay attention to any trends which may be appearing and report to prevent any wider issues
• Implement any changes set by the organisation