Sally Banks

Currently I review Universal Credit claims to ensure accuracy and compliance within our guidelines.

Conducting data analysis and claimant interviews to gather additional evidence and correct claims where required.

Participated in the initial rollout of this initiative focussing on reducing fraud and error after covid in 2021 and the department has since grown in number.

The role requires providing empathetic support to vulnerable claimants throughout the review process and taking their circumstances into account in progressing the review appropriately.

As a more experienced agent I provide support to colleagues and my team leader.

I worked in different departments during the years at the Child Maintenance Service experiencing a lot of change.

Starting with creating new claims and then went to debt enforcement, claim maintenance and Mandatory reconsiderations,

All the roles required telephone contact with client and effective decision making using policy and guidance.

Involving children and being the person in between two parents is very emotive and required empathy and sensitivity.

For two of the years I was a deputy team leader supporting the team manager in running of the team and covering their absences supporting colleagues, attending leadership meetings and completing HR tasks.