Lauren Cullen
Dublin
Summary
Currently working for Bank of Ireland two years specializing in complaints and fraud and newly progressed to Risk Management. Excelled previously in high-pressure customer focused environments, demonstrating problem-solving skills and proficiency in Microsoft Office. Achieved significant improvements in complaint resolution efficiency, showcasing leadership and a fast-learning ability and assisting colleagues, advisors and team leaders.
Overview
7
7
years of professional experience
Work History
Risk & QA Analyst
Bank of Ireland
05.2023 - Current
- Managing and replying to emails received into our shared mailbox.
- Logging and closing Bulk Risk Events that come into our mailbox.
- Following up on open risk events with outstanding remediation in order to close them.
- Observing weekly forum calls.
Business Support Analyst
Bank of Ireland
02.2023 - Current
- Providing support for Advisors and Team Leaders when logging and closing complaints.
- Triaging complaints for the investigation team.
- Quality accessing a percentage of complaints closed each day to ensure they are managed in line with Group Complaint Management Policy Standard.
- Managing and replying to all emails received into our shared mailbox.
- Resolving and closing complaints logged by customer's online.
Fraud Analyst
Bank of Ireland
07.2022 - 02.2023
- Providing phone support for customer who may experience any fraudulent activity on their account.
- Verifying and accessing customer's accounts through internal systems.
- Working through any blocks that may be placed on customer cards or accounts.
- Submitting fraud accounts to investigators.
Dial a Bet/Customer Service Agent
Paddy Power Betfair
06.2017 - 03.2019
- Setting up customer's account via phone and helping them navigate the website.
- Building relationships with new and existing customers.
- Providing email support for Betfair customers.
- Placing and processing bets for customers
- Following up on customer's queries.
- Exceeding KPI's set out by management.
Education
Financial Advisor QFA - Loans & Regulation APA
IOB
01.2023
QQI Level 5 - Health Care Assistant - Maternity Care
Liberties College
Dublin 06.2019
Junior Cert And Leaving Cert -
St Paul's Secondary School
Greenhills05.2016
Skills
- Ability to thrive under pressure
- Problem Solving and Leadership
- Excellent Time Management
- Proficient in Microsoft office
- Complaint Handling
- Provide support using the client interface
- Fast Learner
Timeline
Risk & QA Analyst
Bank of Ireland
05.2023 - Current
Business Support Analyst
Bank of Ireland
02.2023 - Current
Fraud Analyst
Bank of Ireland
07.2022 - 02.2023
Dial a Bet/Customer Service Agent
Paddy Power Betfair
06.2017 - 03.2019
Financial Advisor QFA - Loans & Regulation APA
IOB
QQI Level 5 - Health Care Assistant - Maternity Care
Liberties College
Junior Cert And Leaving Cert -
St Paul's Secondary School