Naheem Khan
Cradley Heath,West Midlands,
Summary
Detail-oriented professional with expertise in MS Office and data manipulation, known for exceptional attention to detail and the ability to work autonomously or as part of a team. Demonstrates strong problem-solving skills and a commitment to delivering high-quality results. Aspiring to embrace new challenges within a dynamic environment.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Credit Risk Analyst, WPB
HSBC
Birmingham, West Midlands
03.2022 - Current
- Contributing in delivering our Loan Impairment Charge numbers within the Loss Forecasting Team.
- Analyse and distribute large sets of data in a timely manner to stakeholders across the risk network..
- Building and monitoring the performance of Recovery Models to ensure forecasts are accurate to monthly, quarterly and annual actuals.
- Collaborating with various stakeholders to ensure data sets remain accurate and effectively articulated during distribution.
- Created and monitored strategic KPIs, analysing data to fuel changes and promote organisational progress.
Complex Complaints, Fraud Officer - Compliance
HSBC
Birmingham, West Midlands
04.2021 - 03.2022
- Investigated thoroughly and resolved complex complaints related to fraud and compliance issues.
- Collaborated with cross-functional teams to enhance fraud detection processes effectively.
- Monitored trends in fraud cases to identify potential areas for improvement.
- Assisted in the preparation of detailed reports outlining findings and recommendations.
- Fraud Operations Change Champion - Attending meetings, actively providing feedback and escalating issues before the roll out of new procedural changes. Supporting in creating a positive culture around change.
Complaints Handler
HSBC
Birmingham, West Midlands
06.2019 - 04.2021
- Joined the Complaints Team during a pivotal phase, effectively decreasing case loads from above 1500 to below 300.
- Ensured customer satisfaction was at the forefront of resolutions, minimising risk of matters further escalating and avoiding the possibility of FOS Involvement.
- Coached new team members on how to resolve complaints with a fair outcome for both the customer and the bank while demonstrating methods on how to de-escalate situations.
- Managed customer complaints with empathy and professionalism to ensure resolution satisfaction.
- Analysed feedback trends to identify recurring issues and proposed actionable solutions.
- Trained new team members on complaint handling procedures to ensure consistency and quality.
Tier 2 Customer Service Advisor
HSBC
Birmingham, West Midlands
06.2019 - 04.2021
- Managed Credit Card and Personal Loan accounts using various in-house software proficiently while delivering a superior customer service.
- Provided expert support to customers by resolving complex inquiries and addressing concerns effectively.
- Trained and mentored junior team members on best practices for customer interactions and system usage.
- Identified and mitigated financial crime risk to protect the bank and customers from potential fraudsters.
- Assisted the department as cover for management, leading various teams on different occasions.
Education
BSc (Hons) - Business & Finance
Birmingham City University
09.2014 - 06.2017
A levels - Mathematics (C), Business (C), Sociology (C)
Ormiston Forge Academy, Sixth Form
09.2011 - 06.2014
GCSE's - Mathematics (B), English (C)
Ormiston Forge Academy
01.2007 - 01.2011
Skills
- MS Office
- Data manipulation
- Attention to detail
- Team player
- Autonomous work
- Stakeholder management
- Risk analysis
References
References available upon request.
Interests
- Social activities with friends and family.
- Traveling across the world and embracing different cultures and cuisines.
- Working out and finding ways to maintain a healthy physical and mental wellbeing.
Languages
English
Native
Urdu
Native
Certification
- Excel Essential (MS 365)
- Drivers Licence
Timeline
Credit Risk Analyst, WPB
HSBC
03.2022 - Current
Complex Complaints, Fraud Officer - Compliance
HSBC
04.2021 - 03.2022
Complaints Handler
HSBC
06.2019 - 04.2021
Tier 2 Customer Service Advisor
HSBC
06.2019 - 04.2021
BSc (Hons) - Business & Finance
Birmingham City University
09.2014 - 06.2017
A levels - Mathematics (C), Business (C), Sociology (C)
Ormiston Forge Academy, Sixth Form
09.2011 - 06.2014
GCSE's - Mathematics (B), English (C)
Ormiston Forge Academy
01.2007 - 01.2011