Stephen Brown

• Manage high-value, high-risk arrears portfolios involving significant financial exposure, multiple directors, personal guarantees and insolvency.
• Conduct root cause analysis to identify payment default drivers and develop sustainable recovery strategies.
• Investigate account disputes by analysing transactional data, customer records and supporting evidence.
• Investigate suspected fraud, application irregularities and misrepresentation, escalating concerns through appropriate governance channels.
• Handle complex customer complaints in line with FCA Consumer Duty, DISP requirements and internal governance.
• Complete affordability and financial vulnerability assessments to determine appropriate support and repayment solutions.
• Negotiate high-value payment arrangements, settlements and upfront payments, securing over £640,000 in customer recoveries between January and July 2026.
• Liaise with insolvency practitioners, legal representatives and third parties to progress recovery strategies.
• Produce detailed investigation reports, documenting findings, risk assessments and recommendations.
• Balance commercial recovery objectives with regulatory compliance while delivering fair customer outcomes.

• Managed a high-volume portfolio of customer accounts, delivering tailored repayment solutions for customers experiencing financial difficulty.
• Negotiated sustainable repayment plans, consistently balancing commercial recovery with positive customer outcomes.
• Identified root causes of payment delinquency through detailed account analysis, improving recovery strategies and reducing repeat arrears.
• Monitored portfolio performance, recovery trends and key performance indicators to prioritise collections activity and maximise recoveries.
• Reduced bad debt exposure by implementing tailored repayment and settlement solutions based on individual customer circumstances.
• Maintained 100% compliant customer communications in line with FCA regulations and internal quality standards.
• Analysed customer and portfolio data to identify trends, support operational decision-making and improve collection performance.
• Collaborated with collections, underwriting and operations teams to improve recovery processes and customer outcomes.

• Investigated 300+ customer complaints annually in line with FCA regulations, DISP requirements and internal procedures.
• Delivered fair, evidence-based outcomes while maintaining 98%+ quality assurance standards.
• Managed an active caseload of 40–60 complaints, consistently resolving cases within regulatory timescales.
• Liaised with customers, internal stakeholders and the Financial Ombudsman Service to progress complaint investigations and resolutions.
• Conducted root cause analysis to identify recurring complaint trends and support process improvements.
• Completed affordability and financial risk assessments to deliver appropriate customer support and sustainable repayment solutions.
• Produced detailed investigation reports, documenting findings, recommendations and final outcomes.

• Managed 20–30 insurance claims simultaneously from first notification through to settlement.
• Reviewed policy documentation, supporting evidence and eligibility to assess liability and claim validity.
• Negotiated repair costs and settlement outcomes, ensuring timely claim resolution.
• Maintained accurate case records while meeting service level agreements and quality standards.
• Resolved customer complaints through clear communication and evidence-based decision making.
• Built strong relationships with customers, repairers and third-party stakeholders to progress claims efficiently.

• Managed inventory accuracy across 1,000+ stock items, investigating discrepancies and maintaining accurate stock records.
• Monitored shipping and delivery activity, tracking 50+ daily consignments to ensure timely dispatch and delivery.
• Analysed inventory and logistics data to identify trends, resolve discrepancies and improve stock accuracy.
• Investigated tracking and tracing issues, gathering evidence and implementing effective resolutions to minimise delays.
• Collaborated with warehouse, transport and customer service teams to resolve operational issues and improve delivery performance.
• Maintained accurate system records while consistently meeting operational targets and service level agreements.

• Monitored 100+ live sporting events weekly, adjusting odds in real time to reflect market activity and risk exposure.
• Analysed betting markets, customer trends and performance data to support pricing decisions and maximise profitability.
• Set and adjusted odds using market intelligence, statistical analysis and competitor benchmarking.
• Maintained full compliance with gambling regulations, internal controls and responsible gambling policies.
• Built and monitored key performance indicators to evaluate trading performance and identify commercial opportunities.
• Collaborated with trading, risk and customer operations teams to optimise pricing strategies and customer experience.

• Investigated 100+ suspected fraud cases monthly, analysing gaming activity, account behaviour and transactional data.
• Identified suspicious betting patterns and implemented risk controls to minimise financial losses and protect business integrity.
• Reviewed customer accounts and supporting evidence to make fair, evidence-based fraud decisions.
• Resolved customer complaints relating to account restrictions, pay-outs, game disputes and suspected fraudulent activity.
• Collaborated with fraud, trading and customer service teams to investigate complex cases and improve fraud prevention measures.
• Maintained compliance with gambling regulations, internal policies and responsible gambling requirements.