September 2011 — Present
• Investigated suspicious activity and behaviour on customer accounts.
• Analysed management information to identify new fraud patterns and trends.
• Escalated and introduced appropriate actions to minimise risk posed by such trends
• Achieved quality & metric driven targets set out for me and my team
• Pro-active in resolving issues for customers on a daily basis, before they escalated to complaints.
• Worked closely with and established relationships with all stakeholders, both internally and externally to ensure excellent customer service and service delivery
• Was flexible in my work practices and could be relied upon to complete any task assigned
• Provided training to new members of staff on the systems used by my department