Hafiz Rehman

• Conducted witness and suspect interviews to extract vital crime insights.
• Utilised advanced surveillance tools for effective monitoring of suspects.
• Collected crucial evidence from crime scenes, contributing to successful convictions.
• Performed risk assessments on public safety threats to ensure community safety.

Developed cases to litigation standards, ensuring accurate liability calculations.

Ensured lawful handling of information in compliance with GDPR and HMRC policies.

Maintained up-to-date knowledge of legislation through HMRC guidance.

Provided factual referrals to resolve tax disputes within established limits.

07/09/2020 Decision Maker DWP

My role as a Decision Maker to determine benefit entitlement and eligibility, taking into account a wide range of customer circumstances.

I use my judgement to make effective decisions on complex cases, including areas such as medical assessments. I gather evidence, examine the facts and consider the relevant legislation in each case. Decision Makers have the ability and resilience to handle sensitive and challenging situations with a diverse range of customers, always considering the person behind the decision.

I support the delivery of Universal Credit as well as some other areas of our business.

My extensive in gathering and examining facts, relating to labour market, benefit entitlements, Work Capability Assessments (WCAs), Habitual Residency Tests (HRTs) reconsiderations and appeals and critically analysing and interpret information. I use the government database to support my decisions on complex cases in line with legislation updating customer accounts.

Gathered functional and non-functional requirements through various methods for Agile environments.

• Converted requirements into user stories and incorporated them into a backlog.
• Influenced, managed, and analysed diverse stakeholders internally and externally.
• Facilitated process re-engineering opportunities to enhance process effectiveness.
• Championed customer requirements as a subject matter expert.
• Produced clear, effective documentation across multiple channels.
• Ensured adherence to timescales through a hands-on approach.
• Challenged stakeholders to maximise value from customer requirements and solutions.

● Managing existing intermediary relationships face to face & over telephone
● Identifying new opportunities whilst developing and maintaining strong business relationships
● Working closely with mortgage brokers on complex, new and existing cases
● Representing full understanding of Barclays Bank's product suite and sales process
● Planning and organizing intermediary panel development
● Working closely with my telephone business development manager to achieve targets and maintain strong business levels
● Working closely with underwriters, pre-offer and completions team to ensure consistency of outcomes
● Maintaining effective relationships with all internal management and departments
● Establishing, maintaining and providing activity reports and updates to line management
● Attending mortgage events and conferences as and when required
● Providing amazing customer service to all Barclays brokers

Dealing with customer complaints by taking accountability and using all resources to proactively intercept and address customer issues efficiently
Building trust by engaging in conversations and actively listening to customers to be able to anticipate and meet the servicing needs of all customers
Working closely as one team to deliver exceptional performance, exchanging best practice, knowledge, and experience with other team members

• Adapted sales techniques to specific clients and promoted products based on individualised client needs.
• Increased revenue by acquiring new customers and determining needs to offer relevant products.
• Built lasting relationships with clients through customer service interactions.
• Collected and processed payments.
• Set up appointments with potential and current customers to discuss new products and services.
• Responded to telephone and in-person requests for information.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
• Resolved customer concerns promptly to maintain satisfaction.
• Presented latest merchandise to prospective buyers.