Zulaiha Khalji

Skills

Customer Service & Communication
• Excellent verbal and written communication skills
• Strong telephone manner with a professional and empathetic approach
• Ability to build rapport and trust with customers, including vulnerable individuals
• Skilled in complaint handling and conflict resolution
• Ability to explain complex information in clear, simple terms

Analytical & Investigative Skills
• Experience in fraud detection, prevention, and investigation
• AML/KYC and financial crime analysis
• Strong attention to detail and problem-solving ability
• Root cause analysis and process review
• Ability to handle sensitive and confidential information with discretion

Technical & Administrative Skills
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Publisher)
• Skilled in navigating multiple internal databases and systems
• Experience in data management and administrative support
• Competent in authorising high-value payments via BACS and cheque

Teamwork & Leadership
• Able to work independently and collaboratively within a team
• Confident in managing workload and meeting strict deadlines
• Experience in working under pressure in high-volume environments
• Developed leadership and mentoring abilities

Regulatory & Compliance
• Knowledge of FCA regulations and compliance standards
• Experience working with CIFAS and handling Suspicious Activity Reports (SARs)
• Strong understanding of financial services regulations and redress procedures

About

am a dedicated and highly skilled professional with over eight years of experience in financial services, including more than a year in a customer service role within the Financial Care team. My background spans across fraud investigation, case handling, financial crime analysis, and customer support for leading institutions such as Lloyds, Santander, and Virgin Money. I bring strong investigative and communication skills, a deep understanding of compliance and regulatory standards, and a compassionate approach to assisting vulnerable customers. With a proven ability to manage complex cases, deliver exceptional service, and adapt quickly to new environments, I am confident in my ability to contribute meaningfully in roles that demand precision, empathy, and resilience.