Experience

Nucleus Financial

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Complex calculations

  • Aug 2021 - Present



Aegon

• Financial Services
• 700 & Above Employee

• Complaints Handler

  • Feb 2021 - Aug 2021



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaints handler

  • Feb 2019 - Jan 2021



Aegon

• Financial Services
• 700 & Above Employee

• Complaints Handler

  • Jul 2018 - Dec 2018

  Complaint Handler, Huntswood – AEGON (Investment Banking and Pensions) 07/2018 – 12/2018 Responsibilities & Achievements A complex and challenging role based in Edinburgh handling regulated complaints for a large financial institution. Main duties included – * Understanding, assessing and resolving complaints including payment of compensation at all levels of complexity. * Writing and reviewing bespoke letters to high standards without the use of templates. * Treating all cases fairly and on an individual basis to deliver compliant customer outcomes. * Accurately record all findings and corrective activity to deliver a fair customer outcome. * Liase with all internal and external departments including Independent Financial Advisors. * Responsible for identifying any risks within the business and working within a regulatory framework in line with FCA rules and regulations for handling complaints. * Key Skills – Numerate, Analytical, extensive IT systems orientation, Target driven environment.



CYBG PLC

• Ellesmere Port

• Complaints Handler

  • Apr 2016 - Jul 2018

  PPI - Data Gathering, Redress and Triage, Huntswood - CYBG banking group 04/2016 – 07/2018 Responsibilities & Achievements A varied and complex role. Looking at complaints made regarding PPI by customers. Building the scope of the complaint by following strict guidelines. Gathering all data found regarding customers products, this includes historic products which often have to be ordered from external sources. Managing a high workload in a target driven environment. Once all information required is received back it is then uploaded onto inhouse systems and then passed to the Review stage of the process. All cases worked are subjected to quality checking against strict guidelines to ensure fair and correct outcome to customer and the bank and to prevent detriment.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaints Handler

  • Dec 2015 - Apr 2016

  PPI Redress Case Handler , Huntswood - Lloyds Banking Group 12/2015 - 04/2016 Responsibilities & Achievements Working as a Redress case handler on PPI complaints. Performing calculations and writing letters to customers to notify them of the outcome of their complaint. Using in house systems to work out amount of Redress due on the products they had complained about. Adhering to stringent guidelines to ensure fair and correct outcome for customers. PPI Redress Case Handler , Huntswood - Lloyds Banking Group 12/2015 - 04/2016 Responsibilities & Achievements Working as a Redress case handler on PPI complaints. Performing calculations and writing letters to customers to notify them of the outcome of their complaint. Using in house systems to work out amount of Redress due on the products they had complained about. Adhering to stringent guidelines to ensure fair and correct outcome for customers.



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaints Handler

  • Dec 2014 - Dec 2015

  PPI COMPLAINTS HANDLER, Barclays 12/2014 - 12/2015 Responsibilities & Achievements Working as a Redress case handler on PPI Complaints received by the bank. My Role is to use in house computer systems alongside Microsoft Office programs. The complaint is checked by myself to ensure its not been duplicated or already refunded. I then check that the mathematics of each calculation is correct and using spreadsheets ensure that the calculation matches at all stages. A letter to the customer is then constructed to inform them of the outcome of their complaint. My role is to ensure the letter contains the relevant wording as per the outcome and each individual customers situation. A cheque is then written and payment entries passed on a in house system. I have to ensure all systems are updated with all actions taken and if a claims management or IVA practitioner are involved then they are notified accordingly. For the last four months of this position I was working as a quality checker to ensure all cases worked were up to the standard expected by the bank and FSA.



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Data processor

  • May 2014 - Apr 2015

  Data Entry Clerk / Visa Processor, Fujitsu 04/2014 - 04/2015 Responsibilities & Achievements Working as part of a large team based in what is mainly a data entry role on a in-house system. The role however also includes working in the post room when necessary. I have been trained on machinery to open envelopes once they have been delivered. The post is then removed from envelopes and sorted, the forms then need to be cut on a large electronic guillotine which I have also been trained to use. The documents are then electronically captured using large scanners, I have completed my training on these also. Rejected forms or uncaptured images are then picked up in manual ID where I would check the quality of the image against the original form, these would then be rescanned or rejected for manual capture. This is a fast paced role that requires the ability to multi task. There are statistics which need to be met weekly for data entry, ideally 92% activity or modifying 1000 fields per hour as a minimum requirement. For the last 6 months of this contract I have been working alongside the Home Office. Initially all application packs have to be checked for any signs of fraud. Using magnification and light I would check passports and certificates for authenticity. The role then involves checking and preparing visa the documents for flatbed scanning before being sent to the larger scanners. The process continues to Storage and retrieval from there and all documents have to be assigned a wallet ID before being stored in a specialised room. I have passed a SC level security clearance and am now cleared until 2023