Experience

AJ Bell

• United Kingdom
• Financial Services
• 700 & Above Employee

• Dealing Services Agent

  • Jun 2023 - Present

  Provide effective and professional customer service to financial advisors calling in from IFAs as well as directly to clients over the phone, email and secure messaging.  Guide financial advisors to navigate the AJ Bell online platform and assist them with any queries.  Assist financial advisors and clients in placing buy and sell orders for stock market shares and funds over the phone if can’t be done online aswell as process internal transfers and fund switches within client portfolios such as IAs, ISAs, SIPPs and Dealing Accounts ensuring the correct fee has been taken.  Ensure we are adhering to all financial market rules and regualations set by the FCA including TCF and CASS regulations and that under no circumstances should we provide any kind of financial advice to clients as we are not authorised to do so.  Ensure vulnerable clients are treated in the correct manner and that ID&V is carried out effectively to minimise instances of potential fraudulant transactions.  Ensure all front and back office systems such as Figaro are utilised to answer phone and email client account queries such as portfolio valuations within SLA timeframes expected by the company.  Constantly monitor the share mailbox and assist the team in whatever tasks are required Show less



Worldpay

• United Kingdom
• Financial Services
• 700 & Above Employee

• Accountant - Treasury Department

  • Aug 2022 - Jun 2023

   Use financial data to prepare and record general ledger journal entries for major clients including Paypal, Visa and Mastercard.  Prepare cash and balance sheet account reconciliations by comparing and reconciling daily data feeds containing thousands of transactions from the various providers.  Analyse financial statements and provide concise explanations for variances.  Closely liaise with other teams in the department to ensure all daily deadlines are met.  Escalate any potential issues to senior management at the earliest opportunity to minimise and negate any potential negative impacts to clients.  Research period over period variances in revenue, cost of sales and expense and provide logical explanations for fluctuations.  Assist internal clients by providing information required to file tax returns, prepare insurance documentation and any other required information pertaining to the entity. Show less



Close Brothers Asset Management

• United Kingdom
• Financial Services
• 500 - 600 Employee

• Client Payments & Fees Executive

  • Nov 2019 - Mar 2023

  Responsible for managing client portfolios to highest quality of service and client satisfaction in line with CBAM’s Business Principles. • Ensure accurate and timely processing of transactions such as incoming payments, withdrawals, switches and internal transfers in clients’ Investment Accounts, ISAs and SIPPs. • This is achieved via daily interaction with Pulse and Symphony Cash Management (Fusion) • Wide variety of portfolio types are managed including Advised, Self Direct, IFA, High Net Worth (HNW) and Discretionary Management Service (DMS) • Responsible for own caseload management via XPlan (Iress) client management system. • Continuously monitor all client systems to check and verify client data in order to maintain accurate audit trails and collate regular departmental statistics. • Make direct telephone contact in a professional and friendly manner with clients to verify business requests such as withdrawals making sure client ID verification is carried out before proceeding further with the call. • Liaise closely with colleagues and teams across the Operations Department in person or via telephone and email so that all client business is successfully concluded within SLAs • Monitor CP&F Team mailbox ensuring that all incoming queries are swiftly dealt with and resolved. Wide range of queries are received from a variety of teams and departments hence have to maintain effective risk management by seeking assistance from colleagues or escalate to senior management at the earliest opportunity in order to minimise and mitigate any potential negative impact to the client. • Active participation in daily team meetings to identify any potential issues and to suggest continuous improvement to processes and procedures in an open and friendly manner. • Take part in one to one training for new colleagues joining the team with the help of departmental process maps and job shadowing. Show less



BNY Mellon

• United States
• Financial Services
• 700 & Above Employee

• Foreign Exchange Administrator

  • Aug 2017 - Nov 2019

  • Primary responsibility is to ensure all foreign currency exchange deals made by the currency traders in London are completed accurately and on time. • Deals are monitored and executed over a number of online system platforms. The whole team follows and completes a daily electronic checklist where time critical tasks are carried out by different members of the team according to the weekly rota. • Deals are done in combinations of nearly two dozen currencies and each currency will have its own daily cut off time before which the deal has to be executed therefore all deals are pushed in advance of these cut off times. • Liaise with colleagues over the phone and via email in the US, Asia, Middle East & Africa when solving issue with any of the deals booked. • Ensure that the settlement method for every deal is according to the latest regulatory and client requirements such as MIFID II set by the FCA. • Ensure that the financial and settlement details of deal booked by our traders on the dealing platforms matches with the electronic confirmations sent in by our clients or their brokers. • Pick up any deals that are dealing with restricted currencies as a more stringent and complex processes have to be followed before such deals can be settled. • Escalate any errors or issues to the Trade Support team who can liaise with the traders to ensure any problems are dealt with as efficiently as possible. • Monitor team shared mailbox to deal with and escalate all incoming queries appropriately and efficiently. • Escalate all developing issues to senior management at the earliest opportunity in order to retain client satisfaction and avoid potential financial penalties. • Raise any issues encountered in the daily team huddles and suggest improvement to prevent such issues from occurring again. Also update team process maps and procedures where appropriate to ensure they are as up to date as possible. Show less



Huntswood

• United Kingdom
• Financial Services
• 700 & Above Employee

• PPI Case Handler

  • Jul 2011 - Jun 2017

  • Case Handler for remediating existing PPI claims for the bank to ensure that all customers that have had PPI claims have been treated fairly and received the correct amount of redress. • It is vital for me as Data Gatherer to ensure I continuously maintain a pool with a certain number of workable cases that can be closed to meet or exceed daily variable targets set by the client. • Initially gather the original complaint file for the customer in order to determine if the case is workable or needs to be parked such as if it a duplicate or has been referred to the FOS/FCA. • Vital documents from the complaint file(s) are extracted such as FRLs, customer or CMC complaint letters, PPI Questionnaires, LOAs, redress calculations and signed acceptance forms. • The scope of the complaint is determined from these documents and various bank systems by looking at what complaint points have been raised in the complaint letter or PPIQ and what products have been redressed in the original FRL and if the complaint has been raised by a single party or jointly. • Validity of CMC LOAs verified via an LOA checklist. Once scope of a complaint is determined, multiple systems are interrogated to ascertain the number and type of products the customer(s) has ever held such as loans, credit cards or mortgages and if any of the products are linked via a chain. • The type of information that has to be gathered on these products includes, loan history reports, loan agreements, credit card applications, mortgage files and current account statements amongst others. • All information gathered including the DG checklist is uploaded to the case management system in a clear and concise manner with detailed case notes before being passed on to next department. Show less



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Data Entry Administrator

  • May 2011 - Jul 2011

  • Processed power of attorney cases on bank accounts from branches across the country. • Processed power of attorney cases on bank accounts from branches across the country.



Bolton News

• Bolton, United Kingdom

• Administrator

  • May 2011 - May 2011

  • Edited news articles and scoreboards so that they were ready to be forwarded to the Sports Desk. • Edited news articles and scoreboards so that they were ready to be forwarded to the Sports Desk.



Accenture UK & Ireland

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Facilities Assistant

  • Dec 2010 - Apr 2011

  • Diagnosed and reported any faults within the office building to assigned external contractors including air-conditioning, lighting, electrical and plumbing faults and broken office equipment/furniture. • Diagnosed and reported any faults within the office building to assigned external contractors including air-conditioning, lighting, electrical and plumbing faults and broken office equipment/furniture.



MIDAS Manchester's Inward Investment Agency

• United Kingdom
• International Trade and Development
• 1 - 100 Employee

• Operations Administrator

  • Dec 2009 - Nov 2010

  • Was responsible for IT systems and financial accounts administration as well as handling external and internal communications, manning the Reception Desk and welcoming external visitors.• Assisted the Financial Controller in managing Company accounts using Agresso.• Duties included updating sales ledgers and maintaining credit control functions, raising purchase orders and Company invoices and cross checking supplier statements with account ledgers. • Reconciliation of monthly credit card statements, taxi invoices, phone bills and foreign currency.• Managed IT equipment contracts and leases including photocopiers, Blackberries, laptops and computers.• Duties include updating sales ledgers and maintaining credit control functions.• Applied current VAT legislation to all supplier invoices and staff expenses depending on where VAT can or cannot be reclaimed such as on business entertainment, expenses, travel and so on.• Managed customer recharges within the Manchester Enterprises group and external suppliers.• Manipulation of data via Agresso and Excel to provide financial reports to senior management. Show less

• Graduate Business Development Executive

  • Sep 2008 - Dec 2009

  • Key responsibility in supporting the Business Development Team to attract inward investment by account managing 500 foreign owned and 100 indigenous companies wishing to locate in Greater Manchester.• Maintained electronic records of client interaction on internal Tractivity CRM system.• Maintained a comprehensive database of firms that can be targeted within Greater Manchester. • Provided statistical reports on the investor development programme to senior management. • Accompanied Business Development Managers to client visits ascertain issues faced by business.• Provided information to firms on government initiatives such as grant support, workforce development, relocation support and networking opportunities by liaising with public and private sector bodies. Show less