Dispute Resolution Executive at Ombudsman Services

• May 2022 - Present

Investigation Officer

• Jun 2016 - Present

I am currently working as an Investigation Officer within the Communications team of Ombudsman Services. My role is to assess and manage a personal caseload of complaints. Using analytical skills coupled with robust and impartial judgement, my role is to resolve disputes between companies and customers in a fair, efficient and timely way. I resolve complex cases at the earliest opportunity, managing the expectations of each individual complainant throughout. I actively manage a personal caseload to ensure each individual case is completed in a timely and accurate manner, in line with agreed service level agreements.I aim to develop effective working relationships and maintain high quality customer service, using appropriate communication methods dealing with internal and external customers within required timescales. This role demands exceptional written communication skills to have the ability to compile comprehensive investigation plans, written reports to an extremely high standard and professional correspondence with consumers and companies as required, in addition I have excellent verbal communication skills and can effectively build rapport with all consumers whilst remaining professional and impartial always.

Redress Assessor

• Mar 2014 - Apr 2016

My most recent role was working within the Halifax and Bank of Scotland division of LBG to calculate, assess and communicate customer’s PPI redress on unsecured loans, secured loans, business loans and credit cards. I investigated and resolved regulated advice complaints in a manner consistent with Group Complaint Handling Policy (GCHP) and FSA rules.The assessment of PPI redress requires background knowledge of PPI including the sales process and the financial impact on the customer as well as technical knowledge for manual calculations. I focused on process efficiency, decision making and the delivery of excellent customer service whilst meeting defined targets, by applying knowledge of policies, products and procedures in relation to the handling of complaints and calculate redress in line with GCHP.I worked numerous work streams, including business as usual, remediation, re-review, FOS, open and closed loans.

Specialist Complaint Handler

• Jan 2013 - Dec 2013

I am currently working as a case handler on a FOS PPI contract. This involves in depth investigation work and complex letter writing. Working across mutiple systems to ensure all the relevant information is gathered correctly in order to construct a response to either defend or uphold the complaint. I contribute to the overall PPI team performance quality and productivity goals whilst achieving agreed individual objectives. I have been trained and accredited on three different products whilst working on this contract, Credit Cards, Loans and Mortgages. I was seconded from case handling for 4 months to act as a subject matter expert in Credit Card PPI complaints investigation, providing technical expertise, letter checking and guidance to help and assisit in the development of colleagues through an accreditation process. This role is subject to strict quality and productivity targets, which are adhered to and met daily, weekly and monthly.

Administrator

• Jan 2001 - Dec 2012