Andrew Clarke

• Review Business Current Account (BCA) and Sole Trader Account (STA) customers in line with internal risk policy and regulatory requirements.
• Monitored customer profiles and transaction patterns to identify anomalies or suspicious activity
• Perform Anti-Money Laundering (AML) and Know Your Customer / Business (KYC/B) checks during review.
• Identify and escalate any high-risk activities or customers for further investigation.
• Obtain additional information to evidence the businesses we hold or to satisfy complex structure or jurisdiction concerns.
• Maintain accurate and comprehensive records of all periodic reviews, evidence whether customer-supplied or located during open-source searches and decisions.
• Monitoring and assessing alerts such as changes of ownership, SIC code amendments, and other customer-triggered alerts.
• Collaborate with cross-functional teams, including AML, CDD / EDD, and Collections.
• Support ORE and management teams with additional and ad-hoc projects including Customer Outreach Communications.
• Ensure knowledge and skill base stays up to date with any process and regulatory changes or updates.

Periodic Review (PR) Early Resolution Escalations Project

• Handling queries from the Early Resolution Team specific to PR work and reviews.
• Holistic and manual reviews of actual Periodic Reviews, actions and communications, then finally the customer journey as a result.
• Assessing the Periodic Review to ensure it meets both internal and regulator guidelines specific to the circumstances and data revealed on a case-by-case basis.
• Escalating and providing clear analytical feedback where appropriate to Team Leaders and PR agents, depending on the findings and root cause data.
• Taking ownership of certain complaints where required to ensure any potential further detriment is mitigated, should further communication or details relevant to the review be required.

• Short-term contract work
• Specialised lending complaint investigator
• Planned, managed and risk-assessed cases to deliver high-quality investigative services.
• Collaborated with teams of investigators and supervisors to formulate appropriate plans of action.
• Met needs of multiple investigations at differing paces, facilitating dynamic environment in line with legislation and investigation standards.
• Investigated complex cases, implementing strategies to assess and manage risk.
• Obtained statements from consumers and businesses to support case progress and evidence collection.
• Built case files to communicate investigation progress and findings.
• Secured sensitive data and maintained confidentiality during storage and review.
• Retained knowledge of relevant legal frameworks to uphold service compliance.

• Expertise in developing, implementing, and maintaining data protection and data privacy metrics.
• Successful in coordinating the implementation of data protection and data privacy initiatives within all levels of business and management teams.
• Utilising data reports to accurately determine which areas of business are most susceptible to harm and ensuring an appropriate risk assessment is undertaken.
• Ensuring strict adherence to GDPR principles and also cybersecurity procedures at all levels of business and management.

• In line with recent industry challenges, the in-house Irresponsible Lending Team required assistance and support as personally requested by the head of the Customer Relations Team.
• Reviewing complaint cases based upon a customer's issue with whether or not we as a company had responsible lent to them.
• Investigation in to a customer's initial application for a loan. Covering the stated income and expenditure and also our own decision on these figures.
• Reviewing the credit file at the time of the application and cross referencing this with the stated credit outgoings according to the customer.
• Following a thorough review of each individual active credit that the customer has, a calculation would then incorporate these figures to include our loan repayment. If, after all figures have been considered, the customer does not have adequate funds, we will issue a refund according to the Financial Ombudsman Service suggestions.
• Ensuring each case has been reviewed and all applicable review documents and calculations have been completed within the industry recognised timeframe.
• Working with relevant Credit Reference Agencies such as TransUnion to ensure any errors or possible detriment on a customer's credit file are rectified and amended.

• Cleaned and tidied work areas to meet inspection requirements.
• Minimised product damage, ensuring goods were correctly handled and stored to task specifications.
• Attended Health and Safety training to ensure consistent adherence to warehouse safety policies.
• Loaded packaged goods on to trucks for shipping.
• Assisted with loading and unloading of vehicles manually and using machines.
• Security trained as a ‘ Certified International Specialist' to handle global shipments via cargo plane and ship
• Received deliveries and helped to coordinate storage.

• Used manual and machinery methods to milk up to 200 cows daily.
• Performed heard health monitoring to ensure early detection of health issues, lowering annual treatment costs.
• Minimised milk losses by accurately detecting milk abnormalities and ensuring prompt treatment.
• Kept equipment in good working order by conducting daily inspections on parlour machines, milking tank and cleaning pumps.
• Operated tractors and quadbikes to transport animals, clear bedding areas and other farm locations with zero incident.
• Maintained animal health and safety, verifying compliance with animal welfare codes across all tasks.
• Smoothened milking procedures, conducting pre-milking equipment checks to ensure good working order.

• Internal transfer to the Vulnerable Customer Team.
• Reviewing 'Potentially Vulnerable Customer's and their circumstances. In line the Consumer Credit Sourcebook and FCA's definition of said a 'Vulnerable Customer'.
• Utilising industry recognised methods including TEXAS, IDEA and BLAKE to ascertain a vulnerability.
• For critical cases a more direct approach that includes potential welfare checks with a local authority to ensure we keep the customer safe from potential harm.
• Ensuring that as a company and department we act with due care and sensitivity on ensuring the best outcome for the customer.
• Arranging for payment suspensions and reduced repayment plans to allow a customer opportunity to review their situation or seek further advice.
• Making recommendations and referrals to Debt Charities such as StepChange
• Adaptive and malleable approach to handling a customer who may be experiencing difficulties as the spectrum of vulnerability is so broad, exhaustive training would not be viable.
• Considering applications for write off. Including evidence gathering , fraud checks and case review at a monthly senior management meeting.
• Creation, implementation and training of a new Reduced Settlement Offer process. Including a process map, web page design and format. Liaising and creating a training process which has been cascaded to a department of over 100 agents.
• Covering Senior duties. Providing feedback, training and queries both department and business wide. Report and management information gathering to support the Operational Team and back office staff.

• Reviewed, classified, coded and rated applications.
• Utilisation of tools from manual credit reports, affordability calculations and document verification.
• Reviewed applications against the CIFAS and PEP databases to limit and prevent potential fraudulent activity.
• Liaising directly with customers to ensure their credit application's manageable and accepted in line with the Consumer Credit Sourcebook and our financial obligations as a responsible lender.
• Weekly performance statistics reviewed with senior management to ensure it meets department expectations.
• Department leading projects that include the creation of the new 'Due Diligence Team' as personally requested by the Operations Manager. Including training and implementation of new processes and that all team members are meeting requirements to ensure a smooth andcomfortable deploy.
• Research and report gathering for the new 'Loan to Card' product. Including market research with our existing and potential new customer base. A final project report completed and submitted to the Operations Manager charting any information gathered.
• Top Performer award and certificate during July 2018.

• Review customer concerns regarding policy and price changes.
• Facilitate a 'Save the Business' policy in which any customer queries or potential loss of business would be met with a rigorous review and exhaust all available options.
• Consider and adapt trained techniques to beat competitor quotes based on a customer''s individual needs
• Overcoming objections and obstacles in a calm and helpful manner
• Offer additional products to increase sales and ensure personal targets are met and exceeded.
• Employee of the Month awarded for June 2017

• Listened to customer needs and desires to identify and recommend optimal products.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Monitored customers for signs of security concerns and escalated issues to management.
• Assisted in end of shift cash collection and accounting along with senior management
• Received and processed product returns.

• Liaising with parents or guardians to create an enjoyable experience for children between the ages of 4- 12.
• Locating suitable locations that meet the facility requirements of a broad spectrum of party types and needs.
• Create and act as a number of popular characters dependant on the theme of the party.
• Responsible for the entertainment of supervision of varying party sizes from five to twenty.

• Work Experience
• Reviewing and investigating VOSA Applications
• Vehicle maintenance review to ensure full requirements are met prior to customer collection
• Mail shot preparation via mail merge

• Work Experience
• Performed initial client assessment and analysis to begin research process.
• Database input and reporting
• New business acquisition