Gemma Stevenson

Reviewing cases escalated to Line of Business for Financial Crime concerns;

• Review provided escalation documentation and the potential Financial Crime concerns highlighted.
• Analyse all of the information provided.
• Conduct a thorough investigation of the account and all information held on the customer.
• Analyse the transactional data within excel in order to understand how the customer has been using their account.
• Document the investigation and potential evidence in a clear and concise manor highlighting any key areas of concern
• Provide a decision in line with the investigation and supporting evidence taking into account regulatory requirements and risk to the business.
• Present findings to the internal stakeholders at a Line of Business Committee panel and be available for questions on evidence and outcome reached.

• Action cases based on SLAs and risk to the business.
• Provide support and on-going support to the wider team.
• Managing internal stakeholder relationships both with peers and senior leadership to provider candid feedback on escalations received.
• Stay up to date on any new emerging trends within the domain and any changes to regulatory requirements.

Recent additional tasks -

Updated and distributed newer process guidance to the wider team.

Supported our Fraud team with historic inbound scam indemnity claims.

• Leading our operations team with 2 direct reports.
• Recruitment, hiring and on-going training & development of the operations team, including support plans where needed.
• Building the Knoma customer journey from the ground up.
• Development, implementation and documentation of all operational processes including Collections and Recoveries.
• Managed and supported all customer's affected by Financial Difficulties or Vulnerabilities.
• Raised, investigated and decisioned complaints and any negative reviews on Trustpilot.
• Credit underwriting for loans from £250 up to £10k.
• Project work focussing on both streamlining existing systems/building new systems in order to improve the customer experience and support scaling with automation where possible.
• Deliver consistent updates to our CEO and team on operational matters and provide input on planned/on-going changes.

• Evening team lead of the fraud and disputes domain.
• Investigation and decisioning of high value and complex disputes including; Fraud, CRM and G&S.
• Review and response to Financial Ombudsmen Complaints and legal complaints.
• Training, development and on-going coaching of members of the team across all areas of fraud, disputes and People Managers.
• Provide guidance and support on disputes cases for; other members of the team, key stakeholders and People Managers.
• Extensive experience of QA/QC across the domain.
• Experience in building, documenting and implementing new disputes processes/customer journeys.
• One year within the Financial Difficulties/Collections team supporting customers experiencing difficulty with their finances both with Monzo and with other financial providers.
• Support in the development and on-going improvement of the scam detection and prevention process and training guide from its early inception in early 2021 to combat the rise in Faster Payment scams.