The Challenge
In regulated banking and fintech, every case has two sides: a customer who needs a clear answer, and a set of rules that must be followed. Whether it is a Credit Payment Recovery claim, a Direct Debit Guarantee dispute, a chargeback, or a KYC limit adjustment, the work is getting the right outcome without cutting corners.
My Approach
I work in customer-facing operations within regulated financial services. This means handling complex casework, investigating payment disputes, and making decisions that need to balance customer advocacy with regulatory requirements.
- Treat every case as if it matters - Because it does. Every payment dispute represents someone's money, stress, and trust
- Know the rules well enough to apply them with judgement - Compliance isn't about saying no; it's about finding the right path forward
- Advocate for customers while staying within the lines - Fair outcomes don't require cutting corners
Impact
- Investigated hundreds of payment disputes monthly at Monzo, including CPR and DD Guarantee claims, in an FCA-regulated environment
- Identified technical bugs affecting customer payments, escalating with clear reproduction steps that led to systemic fixes
- Guiding members through lending applications at Nationwide, explaining decisions and next steps so members can move forward with confidence
Relevant Experience
- Monzo Bank, Senior Payments and Troubleshoot Specialist: Investigated hundreds of payment disputes monthly, including CPR and DD Guarantee claims. Diagnosed technical payment failures, identified bugs, and fed recurring issues back to improve processes and reduce repeat contacts.
- Nationwide Building Society, Personal Banking Manager: Guiding members through personal loan and credit card applications, explaining options and decisions in plain English so members can make confident financial choices.