Testing processes for member outcomes, risks and breaches along varying frameworks and regulations such as Payment Service RegulationsReport writing and presentation detailing summary and recommendationsPresenting summary to varying levels of stakeholders, including senior leadership teamLearning multiple processes to effectively testPresenting and participating in monthly Quality Assurance forumMultiple Stakeholder management via trackers, meetings and coachingReviewing Quality Assurance standards and analysing changes to framework and QA function

Maintaining & consulting the design and creation of events to ensure regulated roles within Nationwide adhere to various frameworks; Employee Development Scheme, Training & Competency, Continuing Professional Development and general queries of the management of WorkSmart's TracSmart system, used to record and evidence competency.Responsibilities:Keying of new roles or changes to roles within the background databases for TracSmartTracSmart Event BuildsAmending TracSmart Event CodingEmployee Development Scheme process reviews within the businessStakeholder Meetings and deliverance of varying data to all levelsEDS related queries / guidance across all channels (Direct, Retail & Nationwide NOW)EDS Support for new processes/products with relevant eventsAnalysing QlikSense DataInvestigation of breaches, reporting to appropriate stakeholders for resolutionProduct Testing reporting and adherenceInvestigation of Product Test FailsConsultation of new schemes into existing systemConsultation on new / amending existing events within TracSmartAdvise against T&C Framework / Paths to CompetenceTraining & Competency Project – actively involved in recent T&C projectSystems:QlikSenseWorkSmart's BuildersWorkSmart's UserManagerWorkSmart's SystemManagerWorkSmart's TracSmartCSmartMicrosoft Office

Detection are responsible for identifying fraud & new trends with an idea of the MO used in a particular type of fraud.Main 'Fraud Types' investigated are:Online/Internet Banking Compromise, including Trojans, Vishing, Phishing, & Smishing.CHAPS / SWIFT paymentsCredit Card FraudUnauthorised Investment BankingInternal TransferBranch TransferVulnerable CustomersScamsInterbank Cheque EnquiresCIFAS ChecksDebit Card Fraud - national & internationalSystems Used:FCRM, Pro-Active Risk Manager, Tsys, CIFAS, Equifax, Kappa, NIPS, Internal Admin App, Portrait, Transform, FAMOUS, SAS Portal, IP Address Locator

I am currently working within the Special Investigations Department at Nationwide Building Society.Customer Service is a vital part of my day to day role & 'On Your Side' is Nationwide's ethos, in the heart of all its employees.Within the Customer Contact Centre, we investigate the report of new fraud via debit card, online banking, branch, intercepted card, impersonation, fraudulent credits & also complete CIFAS, Hunter & SIRA checks including report of confirmed fraud, ensuring customers are refunded according to FCA regulations and within PSR timescales.Systems used include:PRM, SIRA, Portrait, Mapper/Attachmate, Cisco Agent Desktop, Verified by VISA, MATS, VROL/Visa Online, FCRM, CareSmart, Transform, SAS PortalAs part of my development within this role, I took on the role of Senior Fraud Analyst. This role saw me manage the team, amend shifts on the team rota, review holiday, run reports for management regarding staff levels for the day as well as monitor service levels for phone & manual work that would come in, ensuring that all are worked within Payment Service Regukations timescales.

Direct Customer Service Advisor, dealing with customer account queries or providing up-to-date product information.

Managing the international moves of consultants for the P&G company.

Managing relationships with 3rd party vendors; Dealership Network, Breakdown Network, Accident Management Network.Payment of Dealership invoices & discrepancies.Liaising with Accident Management provider, FMG, for services, features & relationship between business & customer, including testing & planning on implementing the new 'Drive' system in to the business.Asset Risk Management - Special investigations in to fraud & misuse of vehicles provided to customers, including write-offs & issuing of V5's upon sale of vehicle.