Naeem Khan
Cardiff
Summary
Dedicated professional with a strong foundation in stress management, problem solving, and communication skills. Demonstrates exceptional administrative execution and customer support handling, ensuring efficient operations and client satisfaction. Committed to leveraging these competencies to drive organisational success and enhance customer experiences.
Overview
12
12
years of professional experience
Work history
Commissions Complaint Handler
Toyota Group (Hazell Carr)
Cardiff
12.2025 - 02.2026
- Ensured customer and CMC details remained current through daily administrative tasks.
- Collaborated with team members to enhance workflow efficiency.
- Managed administrative tasks to support overall departmental operations effectively.
Pensions administrator
MyCSP (Hazell Carr)
Cardiff
08.2023 - 11.2025
- Conducted NIGO checks on Remedy project for bereavement team.
- Updated member records regularly, ensuring accuracy in data management.
- Interpreted pension scheme rules accurately, facilitating effective decision making.
- Supported management with escalated bereavement queries, leveraging extensive experience.
- Achieved and exceeded daily performance targets consistently.
- Crafted bespoke letters to ensure accurate correspondence and resolution of queries.
KYC Complaints Handler
Santander, (Momenta)
Cardiff
08.2022 - 05.2023
- Investigated and resolved KYC cases of varying complexities.
- Managed complaint processes, including regulatory correspondence.
- Captured accurate details throughout processes to enable timely case analysis.
- Gathered information on customer complaints, determining fault in KYC block applications.
- Utilised KYC portal to monitor pending documentation and inform customers of submission timelines.
- Communicated requirements to other business areas for effective case resolution.
- Conducted searches using in-house and external systems, including Companies House, for Triage data retrieval.
- Provided constructive feedback to enhance customer experience and improve outcomes.
Fraud Investigator
Starling Bank
Cardiff
05.2021 - 07.2022
- Conducted thorough investigations of customer fraud claims to minimise risk from impersonation and scams.
- Reviewed customer payment information to prevent potential scams effectively.
- Monitored transaction reports for suspicious activity and conducted investigations as necessary.
- Provided expertise to KYC and Onboarding processes, utilising platforms like CIFAS and SIRA.
- Ensured compliance by investigating suspicious activity reports, sanctions screening, KYC, and PEPs thoroughly.
- Interpreted documentation requirements within KYC context to ensure accuracy.
- Performed due diligence activities for individuals and businesses to fulfil ID&V mandates.
- Identified financial crime trends through data analysis, sharing insights with Fincrime Prevention team.
Complaints Executive
Target Group (Kind Recruitment)
Cardiff
03.2021 - 05.2021
- Conducted investigations into complaints using FCA DISP and FOS guidelines.
- Drafted bespoke letters to ensure accurate complaint resolution and information clarity.
- Provided timely feedback through Root Cause Analysis with actionable recommendations.
- Executed client redress in compliance with FCA rulings, including D&I payments for process breaches.
KYC Analyst
Blockchain.com
Cardiff
02.2021 - 04.2021
- Executed identity verification for all onboarded customers and completed primary account documentation.
- Evaluated high-risk accounts while analysing customer processes and policies.
- Reviewed existing KYC/CDD operating models to identify consolidation and standardisation opportunities.
- Studied market trends and observed customer behaviour patterns within organisation.
- Conducted manual verification checks on flagged documents raised by systems.
- Cross-checked customer data against numerous databases and assigned appropriate risk categories.
- Performed manual verification using country-specific databases and public information for accuracy.
Complaints Specialist
Amigo Loans (CMR)
Cardiff
06.2020 - 02.2021
- Reviewed evidence through call listening and credit file analysis across diverse platforms.
- Stayed informed on regulatory standards, including accrediting bodies and Amigo's policies.
- Efficiently investigated adjudicator complaints, developing comprehensive FOS business files.
- Accurately calculated refunds or redress for restitution payments as needed.
- Made quality decisions based on control outlines.
- Ensured correct outcomes for each customer, providing feedback and outlining necessary remedial actions.
Senior Mortgage Litigation Case Handler
Lloyds Bank (Hazell Carr)
Cardiff
06.2018 - 06.2020
- Reviewed bank policies and procedures to ensure compliance and fairness in customer litigation journeys.
- Delivered exceptional customer service, assisting clients facing financial difficulties.
- Conducted quality control checks and ensured adherence to client protocol for efficient record-keeping.
- Managed confidential information according to data security protocols, minimising risks to customer data.
- Analysed calls and documentation using various systems to gather evidence for reporting purposes.
- Communicated clearly and empathetically with customers, tailoring support to individual needs.
- Facilitated consultative solutions by building rapport and resolving arrears effectively.
- Completed KYC checks to verify accuracy and fairness of client information.
Outcome Tester
Clydesdale Yorkshire Bank (RFS)
Glasgow
12.2017 - 05.2018
- Managed individual caseloads to ensure timely resolution of all cases.
- Monitored adherence to policies and procedures, guaranteeing fair outcomes for customers.
- Ensured continuity across cases by following established processes.
- Identified gaps in policy and procedures that led to poor outcomes during investigations of customer complaints.
- Reviewed and analysed customer documents to confirm understanding of business and technical requirements.
- Provided feedback to agents and outlined necessary remedial actions when required.
Plevin Commission Complaint Handler
Bradford & Bingley (Hazell Carr)
Cardiff
09.2017 - 12.2017
- Reviewed sales processes to ensure compliance with regulations.
- Calculated redress accurately for restitution payments as required.
- Conducted quality checks on bank actions and previous work.
- Provided feedback to agents, outlining necessary remedial actions.
- Ensured continuity between cases by following established processes.
- Acted in accordance with company policies and completed mandatory training within deadlines.
Complaint Handler Irresponsible Lending
Dollar Financial Group (Hazell Carr)
Cardiff
04.2016 - 09.2017
Onboarding Specialist
Willis Towers Watson
Cardiff
11.2015 - 04.2016
Specialist FOS PPI Complaints Handler
Royal Bank of Scotland (Alexander Mann)
Bristol
07.2015 - 11.2015
Service Desk Coordinator
Unit 4, (Venn Group)
Bristol
04.2015 - 07.2015
PPI complaints Handler
Lloyds Bank
Cardiff
09.2013 - 01.2015
Education
CPD - Level 3 -
England03.2020
BSc (Hons) - Electronics and IT
University of Glamorgan
Wales05.2005
Network Professional Programme IT Network Training - undefined
England07.2003
Skills
- Stress management
- Problem solving
- Communication skills
- Administrative execution
- Customer support handling
Timeline
Commissions Complaint Handler
Toyota Group (Hazell Carr)
12.2025 - 02.2026
Pensions administrator
MyCSP (Hazell Carr)
08.2023 - 11.2025
KYC Complaints Handler
Santander, (Momenta)
08.2022 - 05.2023
Fraud Investigator
Starling Bank
05.2021 - 07.2022
Complaints Executive
Target Group (Kind Recruitment)
03.2021 - 05.2021
KYC Analyst
Blockchain.com
02.2021 - 04.2021
Complaints Specialist
Amigo Loans (CMR)
06.2020 - 02.2021
Senior Mortgage Litigation Case Handler
Lloyds Bank (Hazell Carr)
06.2018 - 06.2020
Outcome Tester
Clydesdale Yorkshire Bank (RFS)
12.2017 - 05.2018
Plevin Commission Complaint Handler
Bradford & Bingley (Hazell Carr)
09.2017 - 12.2017
Complaint Handler Irresponsible Lending
Dollar Financial Group (Hazell Carr)
04.2016 - 09.2017
Onboarding Specialist
Willis Towers Watson
11.2015 - 04.2016
Specialist FOS PPI Complaints Handler
Royal Bank of Scotland (Alexander Mann)
07.2015 - 11.2015
Service Desk Coordinator
Unit 4, (Venn Group)
04.2015 - 07.2015
PPI complaints Handler
Lloyds Bank
09.2013 - 01.2015
BSc (Hons) - Electronics and IT
University of Glamorgan