Aimee McKay
Glasgow
Summary
Results-driven manager with over 6 years of experience in compliance, complaint resolution, and investigations across the financial sector.
Proven track record in leading teams to enhance operational efficiency and ensure adherence to regulatory standards. Skilled in developing and implementing robust compliance frameworks that mitigate risks and improve organizational integrity. Adept at handling complex complaints and conducting thorough investigations, utilizing strong analytical and interpersonal skills to foster a positive workplace culture. Committed to continuous improvement and maintaining high standards of service delivery. Excellent communicator with a passion for mentoring and developing team members to achieve their full potential
Overview
8
8
years of professional experience
1
1
Certification
Work history
Contingent Investigations Manager
The Financial Ombudsman Service
06.2022 - Current
- Lead and inspire a team of investigators, fostering a collaborative environment that encourages professional growth and high performance.
- To support the business by independently and impartially completing high quality investigations.
- Where appropriate offer suitable redress or arrange for remedial action to be completed to address the complaint
- Ensure timely and accurate reporting of investigation outcomes and team performance to senior management, maintaining accountability for results.
- Set clear performance expectations and conduct regular evaluations (1-2-1), providing constructive feedback to enhance team capabilities.
- Identify potential risks within the investigation process and implement strategies to mitigate those risks effectively
- Familiar with the Financial Conduct Authority's Dispute Resolution Rules (DISP) and ensure that these principles are applied when handling customer complaints.
- As directed by the Senior Customer Relations Adviser thoroughly investigate and correctly resolve regulated mortgage and insurance complaints
- Confidentially and clearly communicate with customers both verbally and in writing, ensuring that the customer has a full understanding of the matter.
- Contact the relevant parties involved to initially request their comments in support of a complaint investigation and subsequently provide feedback outlining.
- Ensure timely and accurate reporting of investigation outcomes and team performance to senior management, maintaining accountability for results.
- Monitor daily operations and workflow, ensuring compliance with policies, procedures, and regulatory standards.
- Ensure that accurate records of complaint investigations are maintained on the internal complaints system as well as copies of all documentation and information used in support of your investigation.
- Actively participate in all scheduled meetings, such as weekly & quarterly department trajectory meetings.
- Identify training needs and facilitate ongoing professional development opportunities to build team expertise and confidence.
Underwriting Investigator
Policy Expert
Milton Keynes
03.2021 - Current
- Conduct rigorous investigations to evaluate suspected fraudulent individuals and claims.
- Managed c20 cases per day with success in reducing fraudulent claims
- Investigated opportunistic and organised Home Insurance fraud by gather intelligence on the individual/case.
- Analysing, Underwriting, and processing individual risks, including complex risks
- Proactively identified fraudulent trends using Trace IQ, SIRA, Tracesmart and CUE recording my findings to build a case.
- Complying with all regulatory FCA and internal requirements.
- Supporting achievement of regional growth and loss ratio targets, including liaison with the Operations Team and field visits when required
- Manage written final responses and challenge responses to consumers.
- Handling and monitoring complaints in accordance with the Complaints Handling procedures with a view to eradicate the need for the Financial Ombudsman Service (FOS) involvement.
- Providing expert technical advice and guidance to consumers
- Researched land, property and market values to complete estimations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Fraud Investigator
Policy Expert
Motherwell, North Lanarkshire
02.2018 - 02.2021
- Investigating policies to ensure the correct risk assessment has been applied to individuals who have had a quote or purchased a motor insurance policy
- Proactively identified fraudulent trends using Trace IQ, SIRA, Tracesmart and CUE recording my findings to build a case.
- Preventing and detecting fraud through effective management of policies referred/identified through our fraud and validation checks
- Verifying customers identity and risk details by checking no claims discount, driving license, V5, utility bills and MOT certificates
- Advised Fraud Investigators on measures to minimise potential fraud risks, leading to successful voidances or escalation Local Authorities
- Fully trained in the Zendesk Omni Channel Platform
- Extensional and fully knowledgeable use confidential systems such as Trace IQ, SIRA and CUE
- Recorded information about inquiries and complaints within internal database.
- Substantiated validity and admissibility of evidence and preserved data integrity for complaint cases
- Collected, analysed and interpreted information, documentation and physical evidence associated with investigations.
- Ensure the accurate and timely processing of all customer documentation in line with SLA's agreed by the business
- Compiled detailed lists and analyses of consumer circumstances
- Consistently met or surpassed fraud KPIs and targets
Insurance Fraud Investigator
Esure Insurance
Glasgow, Glasgow City
04.2016 - 01.2018
- Monitored claims activity to identify suspicious behaviour, initiating full fraud investigations as appropriate.
- Developed in investigative platforms such as Trace IQ, SIRA, CUE and Tracesmart
- Problem solving achieving time saving within the business on suggestions delivered to stakeholders
- Maintaining strong KPI's and meeting business set SLA's throughout.
- Investigated suspected cases of fraud involving small numbers of transactions or complex systems.
Education
Higher English -
ST Andrews RC Secondary
Skills
- Fraud investigations
- Investigative research
- PEACE Model Investigate Interviewing techniques
- Complaints Management
- Problem Solving
- Budgeting and Financial Oversight
- Training and Mentoring
- Data Analysis
- Case Building
- Strategic Planning
- SIRA, Trace IQ, CUE and Tracesmart
- Research skills
- Zendesk, JIRA and Trello experience and training
- Performance Management
- Compliance Management
- Team Development
Certification
PEACE investigative Interviewing Techniques
QLS Level 3 Private Investigations (ongoing)
Chartered Insurance Institute Level 1 (FIT)
Timeline
Contingent Investigations Manager
The Financial Ombudsman Service
06.2022 - Current
Underwriting Investigator
Policy Expert
03.2021 - Current
Fraud Investigator
Policy Expert
02.2018 - 02.2021
Insurance Fraud Investigator
Esure Insurance
04.2016 - 01.2018
Higher English -
ST Andrews RC Secondary
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