Dharmistha Patel Int.Adv.Cert (AML) - ICA And ACAMS Certified

Experience

• 

  IKEA

  Mar 2004 - Aug 2012

  Senior Customer Service Advisor
• 

  British Transport Police

  Jul 2007 - Sept 2008

  Business Support Officer
• 

  Cubism Law

  Oct 2009 - Sept 2011

  Lead Paralegal
• 

  Central London County Court

  Nov 2009 - Nov 2009

  Pro Bono Work Experience
• 

  Consumer champion group

  Sept 2011 - Mar 2013

  Claims Executive/Team Leader

  Reporting to the Director of this claims management service provider, responsible for:- Leading a team of six Claims Executives, monitoring performance and ensuring operational targets are met- Mentoring/coaching team members to ensure they acquire the needed expertise to succeed in their roles- Managing complex cases and escalated cases from all Claims Executives- Conducting monthly meetings to discuss potential problem resolutions & improvements to work processes- Leading the Financial Service Compensation Scheme team specialised in handling complaints against lenders who are unable to pay customers - Ensuring the team delivers an outstanding quality of customer service and achieves top satisfaction scores - Carrying out quality checks on individual cases and providing feedback in one to one meetings ACHIEVEMENTS: - Introduced a new communication platform for clients to provide feedback electronically which supported rapid case progression and the development of robust working relationships- Developed training materials and delivered training sessions for new starters Show less

• 

  Financial Ombudsman Service

  Mar 2013 - Feb 2019

  Senior Adjudicator (Fraud & Disputed Transactions)

  Reporting to the Casework Manager of the ombudsman service, responsible for:- Acting as the mediator of disputes between financial businesses and their clients- Managing complex fraud cases with regards to various banking products- Ensuring compliance of procedures & activities with regulatory/legal requirements incl. AML & KYC policies, and CONC, BCOBs & FCA DISP rules - Participating in team meetings offering a platform for discussions with ombudsmen & lead adjudicators- Running clinics in other departments to provide guidance on the delivery of difficult/sensitive decisions- Supporting/mentoring new recruits in their management of fraud and disputed transaction cases- Organising customer service sessions to analyse customer feedback in order to identify ways of improving customer service delivery- Sifting cases & assigning to adjudicators based on their skills, expertise/experience- Supporting adjudicators by picking up complex and high-priority cases to ensure these are resolved quickly- Providing expert assistance to the team that provides advice and mentors customers who call the helpline- Training adjudicators on behalf of the Manager to ensure all work cases are addressed - Leading projects that review current industry practices and identify areas requiring improvements- Supporting colleagues/team members in preparing for the Professional Bankers exam - Preparing training material for lunchtime chats & training conducted alongside Managers/Ombudsmen- Identifying/advising on continuous improvement efficiencies for processes - Ensuring the delivery of services in-line with Client Quality & KPI targets, and service level agreements- Ensuring policy, process, legislative & regulatory requirements are fully adhered to by businessesACHIEVEMENTS: - Devised a performance board strategy to enable the individual tracking of performance against KPIs/objectives to ensure Service Standards were consistently met Show less

• 

  Metro Bank

  May 2019 - now

  Anti-Money Laundering/Counter Terrorism Financing Investigator