Experience

United Gas & Power
• United Kingdom
• Utilities
• 1 - 100 Employee
• Credit Controller

  • May 2021 - Present


Grovelands

• United Kingdom
• Legal Services
• 1 - 100 Employee

• Loan Processor

  • Nov 2020 - Apr 2021

  • Handling, investigating and actioning a wide range of customer queries surrounding their application for government backed loan during the covid crisis. • Liaising with senior members of bank staff to achieve the right outcome on a case-by-case basis. • Communicating clearly and effectively necessary requirements to process consumer loans to • Remediation of legal entity mismatches for client business loans. • Quality checking administrative actions in order to ensure the loan liability is correct and highlighting and escalating any further actions needed to correct this if necessary. • Utilizing excel to manage own workload ensuring that information is accurate and detailed. • Adaptive work approach and style as necessary in an ever-evolving work process in line with client expectations and customer needs. Show less



Equifax UK

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Complaint Handler

  • Mar 2020 - Sep 2020

  • End-to-end handling of consumer complaints relating to personal credit report errors and inconsistencies. • Raising consumer disputes to lenders about inaccuracies on their credit report. • Liase with internal data amendment teams to ensure a speedy and accurate update to consumer credit records. • Evidence a full detailed report of the complaint investigation whilst delivering a fair outcome to consumer. • Prioritizing workload and managing in-line with regulatory timeframe. • Assess financial detriment and calculate appropriate redress and process in a timely manner. • Communicate with consumers throughout the complaint process and issued a detailed final response letter. Show less



Equifax

• United States
• Financial Services
• 700 & Above Employee

• PPI Complaint Handler

  • Sep 2019 - Mar 2020

  • Mortgage PPI end-to-end case review. • Provide additional SME support in relation to complex case related queries. • Free formatting final response letters to customers and third-party clients in relation to complaints • Calculating redress accuracy and providing payment in a timely manner. • Liaising with insurance companies and customers on a day-to-day basis. • Mortgage PPI end-to-end case review. • Provide additional SME support in relation to complex case related queries. • Free formatting final response letters to customers and third-party clients in relation to complaints • Calculating redress accuracy and providing payment in a timely manner. • Liaising with insurance companies and customers on a day-to-day basis.



Santander UK

• United Kingdom
• Banking
• 700 & Above Employee

• PPI FOS Complaint Handler

  • Nov 2018 - Sep 2019

  • Investigating FOS disputes and queries for PPI mis-selling. • Free formatting final response letters to customers detailing the outcome of my investigation. • Managing workload whilst providing support to the financial ombudsman services regarding customer FOS PPI complaints. • Completing complex redress calculations in line with a new guideline. • Liaising with the project manager to achieve personal targets. • Completing end-to-end PPI BAU review whilst assessing if any commission is due. • Achieving a weekly target whilst maintaining excellent quality. Show less



Capita

• Canada
• Financial Services
• 1 - 100 Employee

• Senior Case Handler

  • Aug 2014 - Nov 2018

  • Tasked with carrying out a detailed end-to-end case review. Analyzing customer complaints and providing formal written responses. • Undertaking holistic reviews of consumer insurance complaints, evaluating their circumstances. • Documenting decisions in a detail report and producing a through final response to all related parties. • Leasing with third party clients and solicitors in both written and telephony whilst accurate reporting this on internal claim management systems. • Effectively manage own workload in line with internal SLAs and in compliance with FCA regulations • Providing support with different departments involve in the remediation process. • Assess if redress is appropriate and either uphold or reject on a case-by-case basis. Show less