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I am an investigations and compliance analyst with over 9 years of experience across financial services, specializing in complaint resolution, fraud detection, and conduct risk assessments. I thrive in FCA-regulated environments, identifying root causes of customer harm and delivering fair, evidence-based outcomes. I am adept at managing high volumes of complex cases, producing high-quality written responses and reports, and collaborating with technical and policy colleagues to influence better customer outcomes. I excel at data analysis, risk evaluation and project coordination, using meticulous recordkeeping and clear communication to support vulnerable customers and ensure compliance. I continuously monitor regulatory changes and best practices to improve processes, controls, and redress outcomes.…I am an investigations and compliance analyst with over 9 years of experience across financial services, specializing in complaint resolution, fraud detection, and conduct risk assessments. I thrive in FCA-regulated environments, identifying root causes of customer harm and delivering fair, evidence-based outcomes. I am adept at managing high volumes of complex cases, producing high-quality written responses and reports, and collaborating with technical and policy colleagues to influence better customer outcomes. I excel at data analysis, risk evaluation and project coordination, using meticulous recordkeeping and clear communication to support vulnerable customers and ensure compliance. I continuously monitor regulatory changes and best practices to improve processes, controls, and redress outcomes.

Alaere V Biakpara-Arcoven

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I am an investigations and compliance analyst with over 9 years of experience across financial services, specializing in complaint resolution, fraud detection, and conduct risk assessments. I thrive in FCA-regulated environments, identifying root causes of customer harm and delivering fair, evidence-based outcomes. I am adept at managing high volumes of complex cases, producing high-quality written responses and reports, and collaborating with technical and policy colleagues to influence better customer outcomes. I excel at data analysis, risk evaluation and project coordination, using meticulous recordkeeping and clear communication to support vulnerable customers and ensure compliance. I continuously monitor regulatory changes and best practices to improve processes, controls, and redress outcomes.…I am an investigations and compliance analyst with over 9 years of experience across financial services, specializing in complaint resolution, fraud detection, and conduct risk assessments. I thrive in FCA-regulated environments, identifying root causes of customer harm and delivering fair, evidence-based outcomes. I am adept at managing high volumes of complex cases, producing high-quality written responses and reports, and collaborating with technical and policy colleagues to influence better customer outcomes. I excel at data analysis, risk evaluation and project coordination, using meticulous recordkeeping and clear communication to support vulnerable customers and ensure compliance. I continuously monitor regulatory changes and best practices to improve processes, controls, and redress outcomes.

Available to hire

I am an investigations and compliance analyst with over 9 years of experience across financial services, specializing in complaint resolution, fraud detection, and conduct risk assessments. I thrive in FCA-regulated environments, identifying root causes of customer harm and delivering fair, evidence-based outcomes. I am adept at managing high volumes of complex cases, producing high-quality written responses and reports, and collaborating with technical and policy colleagues to influence better customer outcomes.

I excel at data analysis, risk evaluation and project coordination, using meticulous recordkeeping and clear communication to support vulnerable customers and ensure compliance. I continuously monitor regulatory changes and best practices to improve processes, controls, and redress outcomes.

Skills

Copywriting

Data Visualization

Experience Level

Copywriting

Expert

Data Visualization

Intermediate

Work Experience

Fraud Disputes/ General Banking Complaints at TSB Bank

November 1, 2024 - March 1, 2025

Identified and assessed potential fraud risks and implemented preventative measures. Supported victims of fraud, guiding them through the resolution process. Collaborated with internal teams and external agencies to combat financial crime. Analyzed complaint trends to uncover root causes and supported continuous improvement of internal processes and controls. Safeguarded compromised accounts and took remedial actions to resume safe usage. Executed end-to-end complaint handling, including information gathering, assessment, redress calculation, and issuing Final Response Letters (FRL) in line with DISP and FCA requirements. Maintained accurate records and stayed updated on regulatory changes to ensure compliant customer service.

Claim/ Investigation Analyst at Amigo Loan

July 1, 2022 - November 1, 2024

Managed a high-volume caseload by interrogating internal and external systems to validate information, making decisions on claim outcomes, completing redress calculations, and sending Final Response Letters to customers. Investigated complaints under the FCA-approved Scheme of Arrangement for Irresponsible Lending; reviewed affordability data, budgets, credit files, and lending history to identify consumer harm and ensure fair outcomes. Produced robust FRLs aligned with DISP, escalated complex issues to scheme adjudicators, supported vulnerable customers, and maintained accurate records. Contributed to root cause analysis and process improvements to identify repeat failings and customer detriment themes. Interrogated data sources and pre-sale voice calls to determine eligibility; reviewed payment profiles and guarantor involvement to assess lending fairness.

PMO Administrator at Micheldever Group

January 1, 2022 - June 1, 2022

Administered project portfolio activities for MTS clients within an Agile environment. Ensured projects adhered to governance and quality standards, managed RAID Log and Project Status Reports, and supported Azure migration initiatives. Coordinated resources, tracked progress, and maintained the SharePoint site and document control processes. Assisted with CAB change implementations, scheduled PMO meetings, and prepared decision packs. Supported the delivery framework (RACI, templates) and overall project governance.

Project Coordinator at Thames Water

June 1, 2021 - December 1, 2021

Coordinated deployment of laptops and devices to remote workers. Updated and maintained project documentation (plans, risks, budgets, action logs, highlight reports) to ensure effective delivery. Gathered requirements, defined scope/objectives, and liaised with clients to align on needs. Managed data collection across technology builds and information governance, supporting data flows and governance roadmaps. Served as point of contact for stakeholders and assisted in removing blockers to keep projects on track.

Complaints/Call Handling Specialist at Legal & General

April 1, 2020 - June 1, 2021

Handled end-to-end complaints across Home, Pet, and Health Insurance. Investigated issues including pricing, policy cover, sales breaches, and subsidence claims. Resolved complaints via phone and email, identified process improvements, and ensured regulatory compliance. Performed admin tasks and maintained audit trails, contributing to compliance with industry standards and internal procedures.

Quality Checker/ Complaint Handler at Clydesdale & Yorkshire Banking Group

July 1, 2015 - March 1, 2020

Checked case handlers' work to ensure correct outcomes and provided constructive feedback. Updated clients on claim progress and handled day-to-day inquiries. Maintained daily/weekly targets without compromising quality. Verified redress calculations and supported training initiatives, while collaborating with business analysts and project managers to ensure process maps captured end-to-end workflows. Demonstrated strong analytical skills, attention to detail, and stakeholder management.