Skills Gained
FCA & QAS Regulatory Compliance, Process Improvement, Training & Mentoring, Risk Assessment, and Canva for template design.
Primary Responsibilities
Investigated defaulted payments from customers in arrears, conducted background checks for payment holidays and financial hardship cases, identified unpaid accounts, and dispatched QAS and FCA 15-day arrears letters accordingly.
Details
Time Frame:
Aug 20 – Dec 21
Role:
Junior Operations Analyst
Involvement:
FCA & QAS Regulatory Compliance, Consulting
Contribution to Mission
Advanced NatWest’s goal of proactively identifying and addressing payment defaults by investigating root causes of missed payments and creating streamlined templates to improve communication with defaulters.
Specific Projects and Contributions:
Improved the communication and distribution process of QAS letters across NatWest and its subsidiary brands, increasing awareness among customers in arrears. Redesigned outdated QAS templates into updated versions, significantly reducing manual workload and improving accuracy. Supported backlog reduction by mentoring and training junior analysts to enhance team capability and ensure timely delivery of critical correspondence.