Summary
Overview
Work History
Education
Skills
References
Timeline
AdministrativeAssistant

KELLY EDWARDS

Bagillt

Summary

Motivated individual with a strong background in compliance and data subject rights, with a successful track record in handling high-profile cases. Proficient in financial services and experienced in complex case management, including debt recoveries, litigation, general banking, business accounts, debt advice, and complaints. Thrives in high-pressure environments and has a proven ability to write and develop new processes. Highly skilled in liaising with various third parties, such as law enforcement, credit reference agencies, creditors, solicitors, and power of attorneys, utilizing all communication methods. Well-versed in multitasking and adept at establishing effective working relationships.

Overview

10
10
years of professional experience

Work History

Data Protection Executive

GBG
05.2021 - Current
  • Verified accuracy and authenticity of identification records.
  • Overseeing Data Subject Rights, including SAR, Right to Erasure, and Right to Rectification.
  • Established streamlined processes for Equifax, Etsy, and Subject Access Requests.
  • Oversaw operations of multiple credit reference agency platforms in diverse regions.
  • Analyzed data from both law enforcement and National Crime Agency investigations.
  • Transformed complex data sets into clear, digestible content for end-users.
  • Maintained effective collaboration with data suppliers for seamless operations.

Case Manager & Complex Business Complaints Manager

Momenta
07.2020 - 05.2021
  • Delivered specialized account support for vulnerable customers within NatWest, RBS, Ulster Bank, Lombard and Mint portfolios.
  • Evaluated financial capability through completion of income and expenditure forms.
  • Delivered personalized advice on effective debt solutions according to individual needs.
  • Directed clients in need to assistance programs including Citizen’s Advice, StepChange, Samaritans, PayPlan.
  • Addressed challenging and emergency calls for prompt resolutions.
  • Managed client accounts and resolved intricate business banking complaints.
  • Addressed customer inquiries to deliver final resolutions.
  • Reviewed and analyzed client accounts thoroughly.
  • Evaluated loan eligibility and viability of financial criteria.
  • Monitored activities for signs of irregularities indicating fraudulent behavior.
  • Updating information in credit files.
  • Changing mandates
  • Facilitated establishment of business accounts.

Case Handler

Lloyds Banking Group (Huntswood)
03.2019 - 07.2020
  • Working on various projects on behalf of Lloyds banking group covering Lloyds, Halifax, Bank of Scotland and Birmingham Midshire such as compliance, auditing and Data Subject Access Requests
  • Dispatched necessary paperwork using postal services and email platforms.
  • Evaluated credit card, loan, and mortgage applications for accuracy.
  • Protected confidential data through precise redaction.
  • Review, decsion making and redress
  • Drafted final response correspondences.
  • Coordinated with claims management companies, solicitors, and external third parties.
  • Evaluated call recordings to ensure adherence to quality standards.
  • Analyze training patterns.
  • Delivered training sessions to develop team skills.

Recoveries & Litigation Executive

Target Group
04.2016 - 03.2019
  • Specialized in debt recovery processes for mortgage arrears, second charge loans, and unsecured loans.
  • Handled litigation processes, including eviction cases.
  • Instructied field agents.
  • Conducted thorough evaluations of financial accounts.
  • Initiated contact with delinquent customers via a combination of phone calls, personalized letters, and text messages.
  • Issued default notifications.
  • Facilitated payment processing for timely resolution of arrears.
  • Devised comprehensive payment plans to manage financial obligations.
  • Completing income and expenditure forms
  • Sought evidence such as medical and financial records.
  • Evaluated documents.
  • Traced defaulters through detailed investigations.
  • Offered provisional financial assistance through options such as forbearance.
  • Discussed circumstances and investigated claims of financial difficulty.

Debt Advisor

StepChange
07.2015 - 04.2016
  • Delivered debt consultation on Bankruptcy, IVA’s, and Debt Relief Orders in compliance with Insolvency Service guidelines.
  • Presented tailored recommendations for resolving financial obstacles.
  • Implemented successful budget plans meticulously.
  • Addressed issues leading to overdue payments.
  • Examined future financial circumstances impacting payments.
  • Benefits entitlement
  • Structured payment arrangements with lenders.
  • Negotiated settlement agreements with creditors.
  • Delivered urgent guidance on debt collectors, bailiffs and legal proceedings.
  • Evaluated financial obligations to establish a structured hierarchy for repayment.
  • Guided individuals to relevant support services including MIND, The Samaritans, Shelter.
  • Handled emergency situations involving life-threatening calls.

Education

NVQ - Contact Centre Operations

Coleg Cambria
2014

Diploma -

Coleg Cambria
Deeside
07.2006

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St Richard Gwyn
Flint
07.2005

Skills

  • Final response letters and complaint management
  • ICO/Data Privacy/ GDPR/FOS and FCA regulations knowledge
  • Liasing with third parties and stakeholders
  • Deciscion making
  • Process improvement
  • Multitasking
  • Buisness banking
  • Document redaction

References

Available upon request.

Timeline

Data Protection Executive

GBG
05.2021 - Current

Case Manager & Complex Business Complaints Manager

Momenta
07.2020 - 05.2021

Case Handler

Lloyds Banking Group (Huntswood)
03.2019 - 07.2020

Recoveries & Litigation Executive

Target Group
04.2016 - 03.2019

Debt Advisor

StepChange
07.2015 - 04.2016

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St Richard Gwyn

NVQ - Contact Centre Operations

Coleg Cambria

Diploma -

Coleg Cambria

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