Investigations Officer

• Apr 2022 - Present

Fully responsible for end to end complaint handling investigation within Ombudsman Service : Energy. Analysing data presented, investigating and issuing bespoke response letters based on evidence received. Responsible for collating information provided and obtaining additional evidence from both the energy provider and client when required to provide impartial findings. Reporting directly back to both the energy provider and client to allow both parties to make an informed decision based on my investigation and analysis Show less

Senior Case Manager

• Apr 2020 - Sep 2021

Remediaition project reporting directly to the FCA aimed at repatriaiting money to deceased customers who had funds in their accounts post date of death. A key person of the original team who established the project case population and subsequently developed and implemented the work flow process. Worked with the analytics team to set up process auomation, trained staff and completed quality assurance checks on cases providing appropriate feedback. This project is now in its finnall phase. It was throughout this period I was responsible for ad-hoc requests to support other projects as detailed above is the, "About" section Show less

Case Management Specialist

• Mar 2018 - Mar 2020

High value mortgage remediation project. This involved assisting in the implementation of the project. Developing processes, reporting to management and the training and signing off of staff. Also liasing with the Quality Assurance team to train and upskill them on the process and procedures. A clear understanding of limited companies was required, as a large proportion of the case population were company directors. High value mortgage remediation project. This involved assisting in the implementation of the project. Developing processes, reporting to management and the training and signing off of staff. Also liasing with the Quality Assurance team to train and upskill them on the process and procedures. A clear understanding of limited companies was required, as a large proportion of the case population were company directors.

Compliance File Manager

• Mar 2017 - Nov 2017

Fully respsonsible for the checking and approval of IFA factfinds and recommendations proposed across all key areasof financial advice given. Providing feedback and recommending alternative solutions where applicable. Ensure all legislative and regulatory requirementss were adhered to. Fully respsonsible for the checking and approval of IFA factfinds and recommendations proposed across all key areasof financial advice given. Providing feedback and recommending alternative solutions where applicable. Ensure all legislative and regulatory requirementss were adhered to.

Case Management Specialist

• Jan 2014 - Dec 2016

Project Vermont:End to end investigation analysis to establish whether historic financial advice provided and implemented was suitable at the point of sale. Where the client may have been mis-advised on life pension and/or structured regulated investment products, prepare and issue remediaition calculation, final response letter and options available to the client, Specialist status attained within this project allowing me develop and train out the new evaluation processes for different types of investment review. Show less

Financial Advisor

• Aug 2007 - Dec 2014

To use customer experience and interview process to fully review Client's financial needs and meet these with the product and service portfolio available. Business generation and management of a team of specialist Banking Advisors, ensuring that refferal objectives were maintained and reviewed on a daily basis. 60% self generation of business through reviewing and servicing a portfolio of existing Clients whilst attracting new businesss to maximise sales and service potential. enhanced my professional and personal development by completing and attaining my IFS Level 4 Diploma broadening my skillset and allowing me to continue to provide investement advice. Completed and attained my Bankassurance Induction Coach course, allowing me to train and supervise new entrant Fiancial Advisiors on their appointmentMaintained and adhered to strict compliance and regulatory requirements. Show less

Home Finance and Mortgage Advisor

• Nov 2003 - Aug 2007

Delivering and implementing investment, pension mortgage and life protection advice. Full self generation of business through reviews of exisiting client base and own lead generation through asking for refferals and tele-sales appointments. Ensuring full regulatory and compliance standards were met to the highest standards. Full FPCand Ce-Map qualifiactions attained during this period, Ensuring regulatory and compliance standards are met and exceeded to maximise customer experience and sales potential. • Delivering Customer Service at the highest level to encourage and develop customer loyalty and sales delivery. Show less

Senior Administration Officer

• Apr 2002 - Nov 2003

Production Group Leader

• May 1993 - Mar 2002

• Responsible for delivering production target on a daily basis. Implementing contingency plans when necessary. • Directly responsible for all aspects of training and competence as well as personnel issues with regards to shift operatives. • Implement and lead small group activity to promote team work and brainstorming. • Liaise between relevant departments to ensure all aspects of quality and health and sfaety were adhered too. • Responsible for delivering production target on a daily basis. Implementing contingency plans when necessary. • Directly responsible for all aspects of training and competence as well as personnel issues with regards to shift operatives. • Implement and lead small group activity to promote team work and brainstorming. • Liaise between relevant departments to ensure all aspects of quality and health and sfaety were adhered too.