• Duties include Providing guidance and input to business divisions on general compliance matters, management practices and standards to ensure the Bank remains compliant with current FCA regulation for the financial services industry. • Providing regulatory support, guidance and engagement in business change projects.• Support the Compliance Manager to provide interpretation and guidance (Helpdesk support) on the application of Compliance policies.• Assist the Compliance Manager to promote best practice in regulatory compliance by promoting a positive image of the Compliance team by maintaining high standards and ensuring staff are aware of, and are competent in, the relevant regulatory Central Compliance policies and procedures.• Assist and support the operational risk framework for the Bank through regular review of key controls and compliance with Compliance policies, in order to ensure business areas operate within risk appetite.• Identify any breaches of current financial regulation by the bank and investigate as appropriate using sensitive bank data, internal and external systems and customer account information. • Investigate complaints raised by customers relating to the general insurance services provided by the bank and produce reports as well decisions on behalf of the bank. • Liaise on a daily basis with customers via written correspondence or telephone to further investigate their complaints and receive more information if necessary. • Produce written correspondence to be sent out to customers detailing the findings of my investigations along with any compensation which may be due as a result of the bank’s breach of financial regulation. • Produce detailed reports on each finding and report back to senior management by attending weekly meetings to present any trends, patterns or areas of concern.

As an Adjudicator, I resolve disputes between financial businesses and their customers. I communicate with our customers – the business and the consumer – over the phone and in writing ensuring that I deliver outstanding customer service every time. When we take on a consumer’s case, my job is to weigh up all the evidence from both sides, establish what really happened – and make a fair and reasonable decision that settles the dispute. To do this effectively, I am able to look beyond face value, read between the lines, draw the right conclusions and make balanced decisions from sometimes ambiguous, unclear or incomplete information. When I make a decision, I write to both sides to explain my reasons. While working as an Adjudicator, I have worked with people from a range of different backgrounds performing in an intellectually challenging environment where I've had to show problem solving skills among many others. I have been heavily involved in listening and engaging actively with customers, making sure our customers (the business and the consumer) know they have really been heard and understood. I have impeccable written communication skills and I pay strong attention to detail when writing letters to customers, making sure they read clearly, without grammatical or spelling errors. Whether it’s good or bad news, I handle it professionally, leaving the customer feeling satisfied I've done my job properly and fairly. I have empathised with different viewpoints, and see things from different perspectives, I adapt my communication style to my audience’s needs. Whether it’s an internal email, a letter to a business, or a phone call with a consumer, I make sure my approach meets the needs of the person I'm communicating with making sure that when I give customers the reasons for my decision, I use everyday language and communicate those reasons very clearly, in a way that they will understand.

I Worked on a full-time voluntary basis in the Civil and Commercial Litigation and Actions Department shadowing Solicitors.I was responsible for the drafting of documents such as letters of complaint, letters before action, general letters to clients, letters to instruct experts, letters to the IPCC, the Police, and opposing Solicitors, witness statements, particulars of claim, schedule of loss/costs, brief to counsel and more.Liaised with clients and others on the telephone. Attended court with Solicitors for observation. Observed Solicitors attending clients on initial meetings. Conducted legal research for the supervisor and Head of Department Solicitors using research systems and software such as LexisLibrary, Westlaw, Lawtel and more.

I took up employment on a temporary basis for two months in a cosmopolitan city in Turkey called Kayseri where I taught English to Turkish students ranging from beginners all the way to advanced level students. I created lesson plans for around 30 students and taught grammar and conversational English. My role also involved the support of Turkish teachers teaching English to help their pronunciation and creation of lesson plans. I was also inbvolved in producing an English language newsletter on behalf of the school for prospective students as well local newspapers.

• Planned strategies to ensure the safety of the public at events.• Networked and liaised with other professionals to organise this security in a high pressure environment.• Ensured that all staff and professional personnel had the necessary security clearance and documentation.

• Greeted customers and ensured the store was functioning smoothly• Handled financial transactions• Catalogued stock and performed inventory checks• First port of call for orders queries and customer complaints