Paul Reynolds
Cowdenbeath, Fife,United Kingdom
Summary
I am a dedicated financial services professional with over 10 years experience within Lloyds Banking Group, having worked within customer service, debit and credit card fraud, debit card disputes, and complaint management. I have a strong track record of investigating complex cases, making fair and compliant decisions, and delivering clear, empathetic communication to customers within a regulated environment. I am Highly organised and detail-oriented, confident managing high-volume caseloads while meeting strict service levels, regulatory requirements, and customer protection standards. I am motivated to continue developing within financial services, risk, or operations-focused roles.
Overview
13
13
years of professional experience
Work history
Complaint Manager
Lloyds Banking Group
DUNFERMLINE, United Kingdom
2022.08 - 2026.01
- Diary Management.
- Discussing complaint resolutions with customers, Experience in writing Final Response Letters which can be taken to FOS ( Financial Ombudsmen Service ).
- Managed end-to-end customer complaints, ensuring fair, timely, and compliant resolutions.
- Investigated complex complaints by reviewing account activity, correspondence, and internal processes.
- Worked within regulatory frameworks including FCA principles and internal governance.
- Liaised with internal and third party stakeholders to gather evidence and resolve complaints efficiently.
- Handled high-volume complaint caseloads while maintaining quality standards.
Fraud investigator
Lloyds Banking Group
, Fife
2021.01 - 2022.08
- Conducted complex investigations into internal and external fraudulent claims.
- Worked within financial crime, fraud prevention, and regulatory frameworks.
- Investigated suspected credit card fraud by analysing transaction activity and identifying unauthorised behaviour.
- Assessed risk using transaction patterns, merchant data, and customer information.
- Ensured decisions aligned with internal policies and customer protection standards
- Experience with writing Suspicious activity reports and accounts closures.
Customer Service
Lloyds Banking Group
2017.10 - 2021.01
- Supported customers with account enquiries, payments, cards, and general banking needs
- Took ownership of queries through to resolution, including follow-up where required.
- Follow communication procedures, guidelines, and policies
- Adhered to strict data protection, security, and authentication procedures.
- Support In training, feedback and development of our offshore colleagues
- Received commendations by management for outstanding customer service.
- Maintained high feedback ratings through enhanced customer service.
Debit Card Disputes
Lloyds Banking Group
Dunfermline, Fife
2013.04 - 2017.10
- Worked within a regulated banking environment, ensuring compliance with internal procedures and regulatory standards
- Experience in different chargeback reason codes
- Communicated dispute outcomes clearly and professionally to customers
- Managed a high-volume caseload while maintaining quality and accuracy
- Reviewed customer claims, merchant evidence, and account activity to assess dispute validity
Education
English
Beath High School
Mathematics
Beath High School
IT
Beath High School
Business Studies
Adam Smith College
Skills
- Financial Services Knowledge
- Risk Awareness
- Data Protection & Confidentiality (GDPR)
- Analytical Thinking
- Stakeholder Collaboration
- Decision-Making Under Pressure
- Written & Verbal Communication
- Microsoft Office 365 knowledge including Excel and Power BI
- System knowledge of PEGA, PBS, Vision, Evision, Falcon, Cobra, MCP, CINS more
Custom
Fife, United Kingdom, 07388187611, paulmreynolds72@gmail.com
Timeline
Complaint Manager
Lloyds Banking Group
2022.08 - 2026.01
Fraud investigator
Lloyds Banking Group
2021.01 - 2022.08
Customer Service
Lloyds Banking Group
2017.10 - 2021.01
Debit Card Disputes
Lloyds Banking Group
2013.04 - 2017.10
Mathematics
Beath High School
IT
Beath High School
Business Studies
Adam Smith College
English
Beath High School