Experience

SS&C Institutional and Investment Management
• Software Development
• 200 - 300 Employee
• Investment Complaint Handler

  • Jun 2022 - Present


NatWest Group

• United Kingdom
• Banking
• 700 & Above Employee

• Collections Agent

  • May 2021 - Jun 2022

• Persistent Debt Advisor

  • Feb 2021 - Apr 2021



Amigo Loans

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Irresponsible Lending Investigator

  • Aug 2020 - Jan 2021

  Bournemouth, England, United Kingdom • End to end complaint handling reviewing a range of evidence including Credit Files and Income and Expenditure Forms from the point of sale to reach a fair outcome for the complainant on historic sales of Guarantor Loans. • Bespoke letter writing ensuring this is understandable for the borrower and accurately explains the outcome of the complaint. • Helping other departments when needed such as the FOS team.



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaints Handler

  • Nov 2016 - Jul 2020

  Northampton, England, United Kingdom • Ensuring all information required is held and contacting complainants for further information where necessary • Bespoke letter writing ensuring the outcome of the complaint is explained to the customer in a clear manner • Making decisions inline withy current regulatory guidelines and ensuring complainants understand their rights to go to the Financial Ombudsman Service • Leaving a clear audit trail to show how a decision has been reached • Completing KYC checks for each case to… Show more • Ensuring all information required is held and contacting complainants for further information where necessary • Bespoke letter writing ensuring the outcome of the complaint is explained to the customer in a clear manner • Making decisions inline withy current regulatory guidelines and ensuring complainants understand their rights to go to the Financial Ombudsman Service • Leaving a clear audit trail to show how a decision has been reached • Completing KYC checks for each case to ensure we are contacting the correct customer/ representative of the customer • Training new starters and acting as a Subject Matter Expert whilst helping them through the accreditation process • Supporting the General Banking Complaint team and reviewing complaints on a wide variety of issues such as Visa Disputes, Interest Rates and problems with the Current Account Switch service among others Show less



Momenta Operations

• United Kingdom
• Retail Office Equipment

• PPI Case Handler

  • Nov 2012 - Aug 2016

  London, United Kingdom Conducting reviews of PPI complaints, Post Business Review and FOS Review cases. Training new staff prior to them entering the accreditation process. Speaking with customers directly and writing outcome letters. All duties performed to meet set targets in quality and productivity; moved to various work streams as a result of exceeding the targets.

• Member Relations Manager

  • Jul 2012 - Nov 2012

  Conducting reviews of PPI complaints. Writing bespoke letters to the customers in reply to queries in a clear and professional manner, following all Nationwide guidelines .



Santander Bank, N.A.

• United States
• Banking
• 700 & Above Employee

• Complaint Quality Consultant

  • Apr 2011 - Sep 2011

  Leicester, United Kingdom Ensuring complaints were handled following FSA guidelines. Following up with the customer regarding the outcome and feeding back to the relevant departments. Built on previous case handling experience following applicable guidelines and policies. Dealing with complaints regarding a wide range of regulated and non-regulated products. Communicating with various business areas including reporting fraud.