Jacqueline Moore Email & Phone Number

Manchester, Gb

• Responsible for providing KYC Analysts and Quality Checkers with guidance on the documented process as well as on financial crime related questions.• Create guidance packs for the Operation to use daily whilst working cases.• Writing and delivering multi-day training sessions on a number of financial crime topics.• Creating an audit process and completing an audit check on all queries responded to by the team to ensure consistent and correct responses are provided across the operation.• Created and managed MI regarding SME Queries. This includes producing monthly reports, distributed to senior management.• Managing the SME team in my team leader’s absence. • Responsible for analysing MI for trends to drive training, coaching and process updates.• Liaising with senior management on guidance packs and coaching requirements.

• Responsible for completing Quality Checking (QC) over CDD/EDD cases.• Provide written and verbal feedback to analysts, together with guidance for improvement of their cases.• Trained new starters to the QC team and responsible for signing off their accreditation.• Completed QA on cases completed by a number of the QC team.• Created and documented a process for ensuring any errors made whilst completing the QC trackers are identified and corrected.

• Responsible for compiling regular reports for senior management, committees and board. This included monthly and quarterly reports on behalf of the MLRO to key stakeholders.• Completed compliance oversight reviews on wide ranging financial crime topics.• Involved in the creation of the Risk and Control Self-Assessment for the second line of defence.• Secretariat for monthly senior management Financial Crime Committee. This involved setting the agenda, managing invites and taking/compiling meeting minutes.

Manchester, United Kingdom

• Responsible for the setting up and running of the QC team, with an average of 12 team members.• Managed the day to day running of the team.• Responsible for managing and prioritising the workflow of all QC Analysts.• Held 1-2-1 meetings with members of the team to discuss performance and well-being.• Wrote new processes and procedures to ensure the smooth running of the QC team.• Wrote new Transaction Monitoring, Sanctions (payment screening) and Customer Screening processes for Financial Crime Analysts to follow when completing their cases. • Created and delivered training material for Financial Crime Analysts and QC Analysts.• Created and managed MI regarding QC results and performance. This includes producing monthly reports, distributed to senior management.• Responsible for analysing MI for trends to drive training, coaching and process updates.• Carry out coaching/training sessions with Financial Crime analysts to help improve the quality of their investigations.• Responsible for hiring new team members, from the shortlisting stage through to interview.

Manchester, United Kingdom

• Responsible for quality checking investigations carried out by the Financial Crime Analysts. This involves completing a detailed review of Customer Screening alerts, Transaction Monitoring investigations and payments which have alerted due to potential matches to financial sanctions lists. • Responsible for providing feedback and coaching to Analysts following QC. This involves one to one meetings, as well as sending emails with useful information and reminders. This also involves analysing trends to identify gaps in knowledge and where additional training may be needed.• Responsible for compiling weekly and monthly management information (MI) for senior managers in relation to the number of alerts worked by the Analysts, together with the QC results attained.• Responsible for creating and amending processes within the QC function to ensure that the ‘day to day’ process is clear and well documented.• Responsible for setting up a Quality Assurance process for the department.

• Responsible for working PPI cases. This involves assessing customer information and performing due diligence on their account to establish whether a customer had PPI and providing a response to their complaint. • Responsible for compiling documents to appeal quality fails awarded to colleagues. Involves reviewing process maps, obtaining input from process specialists and liaising with Team Managers to ensure all quality results are correct.• Performed the role of Deputy Team Leader, covering management of my team when my manager is absent. This involves liaising with senior management, making decisions on workflow within the team, ensuring targets are met by all in the team and providing coaching when required.

Stockport, United Kingdom

• Writing Business Requirement Specifications that successfully delivered necessary change in a manageable and non-intrusive way.• Working closely with colleagues and stakeholders to ensure high standards are met in relation to project deliverables.• Drafting of end user guides and ‘as is’ and ‘to be’ process maps.• Testing the functionality of a newly created complaints system.• Responsible for working PBA cases end to end. This includes assessing whether the account was mis-sold, writing letters and completing redress calculations.

Leeds, United Kingdom

• Carrying out Quality Assurance (QA) on PBA complaint cases before they were completed, to ensure the correct outcome had been achieved by the case handler. This included reviewing all available evidence, such as process manuals and customer complaint letters to ensure a fair customer outcome.• Responsible for working PBA cases end to end. This includes contacting the customer, assessing whether the account was mis-sold, writing letters, completing redress calculations and making payments.

London, United Kingdom

• Responsible for checking PPI complaint cases before they were completed, to ensure the correct outcome had been reached by the case handler. This included reviewing all available evidence, such as process manuals, customer complaint letters and listening to outbound phone calls with customers. Also provided case handlers with detailed feedback and coaching to improve their performance• Responsible for listening to case handler calls and providing feedback/coaching to help them improve performance

London, United Kingdom

- Responsible for completing / working PPI cases. This included contacting customers to assess their suitability and eligibility and making decisions on whether the customer has been mis-sold PPI- Production targets exceeded most weeks, always hitting a minimum of 100%

Derby, United Kingdom

• Responsible for quality checking regular complaint and PPI cases (end to end), including review, letters and redress• Responsible for providing feedback on quality checks to case handlers both verbally and in written form• Deputy Team Leader. This involved making decisions on the work being distributed to the team, attending management meetings, managing the daily workflow and managing other team members• Responsible for running reports to identify any high risk areas from activity within the department and ensuring amendments were made. This included preparing summaries and trends analysis on these reports• Responsible for compiling spreadsheets to track errors and monitor feedback• Successfully created new processes to improve the efficiency of the department• Prepared briefings on new processes for distribution throughout the department• Responsible for quality checking work carried out by new members of staff off-shore and providing feedback• Managed invoices received from the Financial Ombudsman Service and other outside sources• Communicated with the Financial Ombudsman Service to resolve administrative queries• Responsible for dealing with email and written correspondence from customers and internal departments and distributing to the relevant team within the complaints department

Derby, United Kingdom

• Managed an individual caseload relating to claims for refund of PPI end to end, including assessing eligibility and suitability, working calculations, sending letters and ordering redress• Responsible for handling general banking complaints, including those related to the Data Protection and Consumer Credit Acts. This included initial complaints from customers and those which have been received from the Financial Ombudsman Service

Manchester, United Kingdom

• Worked in the Complaints Department in the Office of the Chief Executive, so had first-hand exposure to senior management• Responsible for the inward flow, allocation and logging on of all complaints and requests made under the Data Protection Act and Consumer Credit Act to the Office of the Chief Executive from within the bank and externally• Responsible for compiling letters in response to complaints• Managed an individual case workload relating to claims for refund of PPI and default charges• Utilised several different programs to gather cardholder’s financial statements• Undertook filing and general administrative duties• Trained of new members of staff on internal systems and processes• Organisation of the daily working timetable for temporary members of staff• Acted as Deputy Team Leader, covering management of my team when my line manager was absent