Jo Gill
Horsham
Summary
Detail-oriented Fraud Investigator skilled in collating evidence and conducting thorough investigations into fraudulent activities. Prepares comprehensive reports that translate complex findings into actionable insights, ensuring clarity for stakeholders. Mentors junior investigators, fostering a culture of continuous learning and skill development.
Overview
1
1
Language
1
1
Certification
29
29
years of professional experience
Work History
Fraud Investigator
Hastings Direct
Remote
01.2025 - Current
- Completed ongoing customer activity monitoring to identify unusual or suspicious activity related to fraud.
- Validated investigations using diverse internal and external sources, ensuring comprehensive assessment of fraud cases.
- Collated evidence to substantiate fraudulent activities, enhancing case validity.
- Prepared detailed reports summarising investigation findings, presenting complex information in an accessible manner.
- Oversaw junior investigators, providing mentorship and guidance to develop their investigative skills and knowledge.
- Prepared reports explaining assessment results and outlining methods used.
Bodily Injury Negotiator
Hastings Direct
Bexhill
11.2024 - 10.2026
- Oversaw portfolio of personal injury claims from initial notification to settlement, ensuring timely and fair resolution.
- Investigated and settled claims, ensuring fair outcomes while controlling costs.
Negotiated with policyholders and solicitors to facilitate effective communication. - Facilitated negotiations with policyholders, solicitors, and third parties to reach mutually acceptable settlements, enhancing stakeholder satisfaction.
- Evaluated liability and quantum, focusing on identification of responsible parties for injury and assessment of appropriate compensation amounts.
- Coordinated with legal teams to ensure compliance with all regulatory requirements during negotiations.
- Facilitated equitable outcomes by harmonising policyholder needs, company financial interests, and fairness principles.
- Ensured compliance with company policies and relevant regulations in handling all claims.
- Detecting and analysing potential fraud, including reporting of suspicious claims.
- Cultivated effective relationships with internal and external stakeholders, improving collaboration and communication across teams.
FRAUD INVESTIGATOR
SANTANDER
12.2021 - 10.2026
- Provided expert investigative, consultancy and advisory service by analysing, researching, and evaluating fraudulent activity
- Maintained and implemented compliance with legislative requirements, minimising financial loss for Santander.
- Full ownership for risk and management control and communicating any flaws in processes to managers or relevant departments in association with
- Consulted and advised on potential weaknesses to mitigate risk to business areas
- Worked pro-actively and used own initiative, taking responsibility of the overall customer experience and ensured customers received a professional and efficient service
- Established effective working relationships with key stakeholders and colleagues, advising on fraud prevention, containment, and detection.
- Analyzed and reviewed fraud risks/trends on products and services, supporting a culture where each colleague
- Using my communication skills to work as part of a team and to own initiative, managing own workload whilst adapting quickly to change in a fast-paced environment
- Developed comprehensive reports on investigative findings, detailing analysis and recommendations.
- Conducted thorough investigations into suspected fraud cases, meticulously analysing financial records and transactions for irregularities.
- Implemented advanced data analysis techniques to identify patterns indicative of fraudulent behaviour within large datasets.
- Completed ongoing customer activity monitoring to identify unusual or suspicious activity related to fraud.
- Collated evidence to prove fraudulent activities.
- Advised on the development and refinement of anti-fraud policies, contributing to the creation of more secure operational environments.
- Reviewed and updated investigation procedures to incorporate new fraud detection methodologies and technologies.
FRAUD & PAYMENTS SPECIALIST
SANTANDER
12.2021 - 01.2023
- Helped protect customers and prevented losses by ensuring data protection is not breached and the correct identification & verification process is followed
- Helped to keep customers and the banks safe by providing appropriate education on the risks of fraud and scams
- Profiling using common sense approach
- Excellent listening and communication skills and show empathy towards customers
- Deal with fraud scam and payment queries giving second to none customer service
- I always did things right for the customers; I put things right that have gone wrong
- I dealt with high value and high-risk transactions
- I have an extensive knowledge of products and services
- I work under pressure and adapt to new processes
- Proactively supported the bank in meeting its business, regulatory and stakeholder obligations in respect of Financial Crime Compliance
- Including identifying, deterring, detecting, and disrupting money laundering, sanctions non-compliance, terrorist financing, bribery, corruption, and tax evasion risks that arise by way of its activities
- I have liaised with strategy managers with ideas I had to make the processes easier
- And if I see anything untoward, I will follow the correct process accordingly
- Used enhanced questioning and profiling skills to identify potential fraud activity and made informed decisions on the customer's products to protect the customer from fraud losses balancing risk and customer experience
- Promoted and encourages good culture and behaviours personally and across the Team, in line with I AM Risk
- Identified, assessed, managed, and reported risks, taking proactive personal responsibility
- In compliance with regulatory requirements and our frameworks and policies
- Minimized and mitigated risks identified (e.g., conduct risk, operational risk, credit risk etc.) and ensures 100% completion of mandatory training and any other role specific training required
- Proactively supports the bank in meeting its business, regulatory and stakeholder obligations in respect of Financial Crime Compliance
- Including identifying, deterring, detecting, and disrupting money laundering, sanctions non-compliance, terrorist financing, bribery, corruption, and tax evasion risks that arise by way of its activities
- Protects customers and prevents losses by ensuring data protection is not breached and the correct identification & verification process is followed
- Contributes to meetings/reviews and regularly updates the performance plan
- Ensured call content and actions taken/required are accurately captured on the relevant system.
PERSONAL BANKER
SANTANDER
04.2006 - 12.2021
- Included opening accounts for customers face-to-face, helping them with day-to-day enquiries and complaints
- Helping customers with their finances and day-to-day enquiries, guidance and help opening new accounts, such as savings, investments, bank accounts, loans, and credit cards for customers
- Took yearly tests including AML, FCA, banking, saving, UPL, non-advised mortgages
- Consistently achieved branch targets and set KPI's
- Continuously updating my specialist knowledge which allowed me to support a range of colleagues and customers
- Trained in Live Chat - Helping customer online CHAT box with their banking enquiries, complaints and help with navigating around online banking.
- Coordinated with other banking professionals to develop comprehensive financial solutions that address all aspects of a client's financial life.
- Facilitated the opening and closing of accounts, ensuring a smooth transition for clients managing their finances.
- Maintained up-to-date knowledge of financial regulations, products, and services to provide current and prospective clients with accurate information.
- Resolved client queries and complaints efficiently, maintaining high standards of customer service and retaining client loyalty.
- Advised on a range of financial products including mortgages, loans, and insurance, ensuring suitability for the client's financial situation.
- Conducted comprehensive financial reviews, identifying opportunities for clients to maximise their savings and investments.
- Led financial literacy workshops for clients, enhancing their understanding of personal finance and empowering them to make informed decisions.
- Developed and maintained strong relationships with clients, offering personalised banking services to enhance customer satisfaction.
- Utilised banking software and systems efficiently, streamlining processes for account management and financial transactions.
Care Home Assistant
Homecare Ltd
01.2018 - 12.2020
- Assisted with daily hygiene requirements such as bathing, cleaning, showering and toileting.
- Motivated clients, boosting their spirit through conversation and stimulating activities.
- Conducted housekeeping tasks to keep living areas presentable, clean and hygienic.
- Implemented personalised care, treatment and recovery plans adapted to patient needs and circumstances.
- Built excellent relationships using patient-centred approach throughout care activities.
- Provided emotional support to clients through regular conversation and companionship.
- Performed domestic cleaning tasks, including vacuuming, mopping and washing.
- Administered medicine and took patient biological specimens when required by doctors.
- Responded to emergency situations promptly, applying first aid and contacting emergency services when necessary.
Cleaner/Housekeeper
Self Employed
02.2002 - 05.2006
- Discretely changed linen, removed stains and managed laundry whilst ensuring timely completion of activities.
- Dealt with customer requests promptly and courteously, attending to additional needs as required.
- Maintained upkeep of residential and common areas through routine dusting, spot cleaning, vacuuming, mopping and waste removal.
- Kept utility sink rooms in clean, neat and orderly condition.
- Demonstrated professional cleaning services, consistently achieving 5-star reviews.
- Performed various laundry duties, folding, ironing and pressing to maintain set high standards of cleanliness.
Account Manager for CISCO
Ilion
01.1998 - 12.1999
- Coordinated with technical support teams to resolve client issues promptly, maintaining high levels of customer satisfaction.
- Participated in industry events and conferences to network with potential clients and stay abreast of technological advancements.
- Delivered presentations and product demonstrations to prospective clients, showcasing the benefits of IT solutions.
- Negotiated contracts with clients and suppliers, securing favourable terms and enhancing profitability for IT services.
- Managed key IT accounts, fostering strong relationships and delivering bespoke technology solutions to meet client needs.
- Identified upselling and cross-selling opportunities within existing accounts, contributing to revenue expansion.
- Maintained strong understanding of competitors mission, offerings and presence in assigned territory.
- Consistently met and exceeded department targets.
- Provided exemplary level of service to clients, maintaining and improving relationships for future business opportunities.
- Executed complete sales cycle process, from prospecting through to contract negotiations and closing.
Education
Rosebery School
SurreySkills
- Fraud detection
- Fraud analysis techniques
- Fraudulent pattern recognition
- Knowledge of fraud schemes
- Fraud risk management
- Fraud case management
- Fraud mitigation techniques
- Anti-Money laundering expertise
- Risk Management
- Risk management
- Adaptability to regulations
- IT systems & Databases (Partenon, SIRA, COMPASS, Excel, WORD, Powerpoint, TEAMS, MICROSOFT OFFICE, SKYPE, CIFAS)
- IT infrastructure knowledge
- Data interpretation
- Comprehensive analytical expertise
- Analytical mindset
- Report writing proficiency
- Evidence documentation
- Investigation methodology
- Effective communication
- Communicating Complex Information
- Persuasive communication
- Influencing
- Relationship Management
- Decision-Making
- Quick learner
- Positive attitude
- Empathy towards clients
- Empathy and understanding
- Active listening
- Behavioural analysis
- Fraud awareness
- Fraud policy negotiation
- Proposal writing
- Verbal and written communication
- Risk mitigation communication
- Personal hygiene assistance
- Nutrition and diet understanding
- Medical record maintenance
- Ethical judgment
- Decision making
- Decision making
- Fraud risk management
Languages
English
Certification
- Level 1 & Level 2 Counselling
- AML Certification
- Fraud Awareness
Hobbies and Interests
- Dance
- UFO
Timeline
Fraud Investigator
Hastings Direct
01.2025 - Current
Bodily Injury Negotiator
Hastings Direct
11.2024 - 10.2026
FRAUD INVESTIGATOR
SANTANDER
12.2021 - 10.2026
FRAUD & PAYMENTS SPECIALIST
SANTANDER
12.2021 - 01.2023
Care Home Assistant
Homecare Ltd
01.2018 - 12.2020
PERSONAL BANKER
SANTANDER
04.2006 - 12.2021
Cleaner/Housekeeper
Self Employed
02.2002 - 05.2006
Account Manager for CISCO
Ilion
01.1998 - 12.1999
Rosebery School