Rahil Shaikh

· Investigate end-to-end customer complaints across regulated financial products, ensuring fair, timely and evidence-based outcomes in line with FCA DISP and Consumer Duty.

· Assess complex complaints involving card transactions, disputes, fraud reviews, fees and account restrictions, applying regulatory judgement and card scheme rules.

· Draft clear and well-reasoned Final Response Letters that meet internal quality standards and withstand audit and regulatory scrutiny.

· Conduct root cause analysis to identify process, product or servicing issues and support continuous improvement initiatives.

· Work collaboratively with fraud, payments, operations and risk teams to gather evidence and resolve complaints efficiently.

· Ensure complaints are handled within regulatory timescales, maintaining accurate records in line with governance and audit requirements.

• Investigated customer complaints in line with FCA DISP rules, internal policies, and regulatory timescales.
• Reviewed business files, incoming emails, handle customer enquiries and respond to business files.
• Assessed and supported vulnerable customers in line with FOS guidelines and FCA expectations.
• Worked closely with internal teams (fraud, payments, operations, risk) to obtain information and resolve complex cases.
• Maintained high quality standards, accuracy, and attention to detail in regulated environment.

• Managed day to day banking operations ensuring processes complied with internal controls, service standards and regulatory requirements
• Led and supervised operational teams, monitoring productivity, quality and meeting business targets.
• Oversaw account servicing, transaction processing, customer request and complaint resolution ensuring accurate outcome.
• Identified process gaps and implemented operational improvements to reduce errors delays and customer complaints.
• Worked closely with risk control ,compliance and audit teams.
• Supported staff development through coaching, performance and workload management.

• Managed day to day banking operations ensuring processes complied with internal controls, service standards and regulatory requirements
• Led and supervised operational teams, monitoring productivity, quality and meeting business targets.
• Oversaw account servicing, transaction processing, customer request and complaint resolution ensuring accurate outcome.
• Identified process gaps and implemented operational improvements to reduce errors delays and customer complaints.
• Worked closely with risk control ,compliance and audit teams.
• Supported staff development through coaching, performance and workload management.

• Managed day to day banking operations ensuring processes complied with internal controls, service standards and regulatory requirements
• Led and supervised operational teams, monitoring productivity, quality and meeting business targets.
• Oversaw account servicing, transaction processing, customer request and complaint resolution ensuring accurate outcome.
• Identified process gaps and implemented operational improvements to reduce errors delays and customer complaints.
• Worked closely with risk control ,compliance and audit teams.
• Supported staff development through coaching, performance and workload management.