Amar's CV
Amar Hussain
Senior Complaints Handler | Financial Services
Profile summary
Accomplished Senior Complaints Handler with 8 years of progressive experience in financial services. Track record of investigating complex life insurance cases, managing client money reconciliations, and ensuring regulatory compliance. Dedicated to maintaining professional communication and delivering fair outcomes for customers.
Career highlights
Complaints and Regulatory Compliance: Investigated complex life insurance complaints according to FCA regulations, conducting root cause analysis and drafting empathetic written responses to secure fair customer outcomes.
Reconciliation and Cash Management: Managed distribution income processing and reconciliation for nominee accounts within client tax wrappers, handling cash transfers and resolving holding unit breaks.
Client Money and Audit Readiness: Completed client money bank account reconciliations exceeding 100 million pounds, following FCA guidelines in CASS 7 and maintaining audit readiness through ongoing oversight.
Key skills
Professional experience
Directs complaints investigation operations, managing complex life insurance cases according to regulatory frameworks and internal standards. Coordinates cross-departmental evidence collection to secure fair outcomes and clarifies internal processes.
- Investigates complex customer life insurance complaints in line with FCA and company regulations, ensuring fair outcomes for customers.
- Drafts clear, empathetic, and well structured written responses to customers, balancing regulatory requirements with customer care.
- Conducted root cause analysis, contributing to process improvements and enhancing customer experience.
- Maintains professional communication with customers, applying active listening, empathy, and conflict resolution skills in sensitive situations.
Directed distribution income processing and reconciliation for nominee accounts within client tax wrappers while ensuring adherence to regulatory frameworks. Handled daily cash transfers, interest capitalisation funding, and pre-advice records.
- Investigated and resolved issues regarding client holding unit breaks and cash transfers between bank accounts.
- Executed the auto distribution process and investigated and resolved auto exceptions.
- Ran CMBR and internal asset reconciliation files to support the asset reconciliation team.
Directed SIPP governance, risk, and reporting administrative functions, managing compliance workflows for regulatory frameworks and internal standards. Maintained audit readiness through ongoing oversight of asset controls and financial reporting schedules.
- Completed internal and external client money bank account reconciliations for various accounts exceeding 100 million pounds, following FCA guidelines in CASS 7 and internal procedures.
- Investigated and resolved anomalies, queries, and problems related to client money bank accounts, performing ongoing monitoring within agreed time frames.
- Supported the completion and submission of regular regulatory reports by HMRC and FCA deadlines, alongside monthly client asset return filings.
Managed statutory audit engagements in the financial services sector, directing audit procedures and compliance checks. Coordinated client reporting requirements and executed specialized technical tasks including accounts tagging and data analytics testing.
- Executed statutory audit engagements from start to finish for small to medium sized clients in the financial services space.
- Performed detailed audit procedures including reviewing transactions, documents, records, and reports to support professional opinions.
- Completed iXBRL accounts tagging engagements while maintaining consistency and accuracy in financial reporting.
- Completed training modules focused on the financial and professional services industry.
- Participated in employer sessions with representatives from BDO, PwC, HSBC, and EY.
- Secured the Insight Scholarship for 2019 after evaluation against 500 applicants in a competitive selection process.
- Attended 64 sessions addressing workplace culture, interview strategies, and professional life in the United States.
- Processed error-free sales of postage and postal orders while maintaining full accountability for a large-value stamp account.
- Handled customer inquiries and complaints to resolve issues and increase satisfaction levels.
- Executed end of day cashing up procedures across branches and investigated financial discrepancies.
- Operated point of sale tills, restocked shelves, and completed stocktaking procedures.
- Wrote written responses to customer inquiries, balancing regulatory requirements with customer care.
- Conducted root cause analysis, contributing to process improvements and customer experience.
Education
Accounting and Finance | Relevant Coursework: Financial and Management Accounting, Auditing, M&A, Taxation
- Obtained Degree Class: 2:1
- Achieved Edinburgh Award for Professional Development
- Relevant Coursework: Financial and Management Accounting, Auditing, M&A, Taxation
- Prefect
- Grade (A) in Higher Business Management, Geography and Biology; Grade (B) in Maths, English, Accountancy and Advanced Higher Business Management.
Languages
English · Fluent
Punjabi · Professional