Michael Mullen

- Driving supplier KPIs and building strong working relationships within our partners.

-Acting as a point of escalation for technical queries to provide guidance and support.

-Being data led to drive solutions for areas of focus with our partners such as, service, quality,CSAT improvements or change.

-Driving continuous improvements within our partners by live observations and using performance data.

-Driving cost improvements within our partners via a number of different channels to support business goals.

-Key player in ensuring smooth communication between UK and partners to drive overall business/domain goals.

• Completing onboarding for credit cards and loans for our client
• Reviewing Peps and Sanctions via our fraud systems to confirm false matches or true positives
• Ensuring we are completing our daily weekly and monthly AML checks in SLAs given
• Managing productivity and performance to ensure my team are hitting SLA with applications worked
• Dealing with boarded card, loans and scam cases as a result of credit being taken out
• Attending a monthly department review with our client to showcase, prevention figures, QA outcomes, fraud volumes along with SLA of applications worked
• Allocating a daily workload for 40 plus colleagues and manage it throughout the day to meet SLA

• Building the bank before initial public launch in September creating streamlined fraud processes
• Creating how to guides for specialists to use when facilitating fraud calls
• Helping shape the fraud academy with the design team for people who are new to business
• Completing manual fraud controls each day to protect the bank in its early tenure
• Ensuring my team are actively supported through 121s and coaching
• Point of contact for my team's escalations of complex cases
• Linking in with our fraud strategy team highlighting any fraud MOs or Trends
• Became a customer to test fraud products and feedback any highlighted errors or risks
• Dealing with reviewing new customers accounts via our onboarding process to rule out impersonation or first party.

• Dealing with fraud related complaints to ensure claims have been investigated fairly and have reached the correct outcome
• Part of a weekly panel dealing with scam related complaints involving escalations to FOS ensure fair outcomes
• Often managing customers out deemed to be first party
• Vulnerable customers champion to support vulnerable customers being a victim of fraud.
• Ensuring my team are closing complaints off in the correct timescales set by FOS
• Providing daily/weekly and monthly outputs to show loss's, share MO's trends and for feedback to prevent agent failure.

• Ensuring my team are performing to a high standard and are adhering to their schedule
• Have 1-1 check ins with my team to help with development
• Plan and manage my own day to make sure I have sufficient time to meet competing deadlines and coach my team effectively
• Attend regular management meeting to recap and plan for each week
• Currently Risk and Complaint champion for my management group where I chair monthly meetings.
• Point of contact for case escalations, queries or decisions
• Regular quality assurance 5 interactions per report on a monthly basis

• Highest performing colleague within the function after 1 year when coming to quality and efficiency
• Dealing with customer contact around unrecognized/disputed payments
• Investigating claims for potential first party fraud before approving
• Using visa scheme rues to assist with disputing payments
• Became classroom coach and SME within a year training colleagues new to role or upskilling
• Deputy management cover in my managers absence
• point of contact for complex cases