I stared as a complaint hander in Personal Current Accounts (PCA) and worked in this role until November 2019I currently work as a complaint manager in Authorised Push Payment (APP) scams. This involves using the Contingent Reimbursement Model (CRM) code to make assessments on claims made by customers. Throughout 2021 I have worked as a Subject Matter Expert (SME) in this area and I support three teams across Pitreavie site with case decisions.I regularly have to present cases within my role to stakeholders and do deep dive ingestions in to complicated scams/claims.

In 2015 I joined Lloyds as a telephony advisor, supporting customers with their banking needs. I then moved to a more specialist area and worked with bereavement and power of attorney. I was then able to move in to an SME role within this job and supported teams both in Pitreavie and the set up of two new teams in Belfast.