Experience

Keystone Property Finance
• United Kingdom
• Financial Services
• 1 - 100 Employee
• Complaint and Risk Analyst

  • Apr 2021 - Present


Vanquis Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Finanical Difficulties Specialist

  • Aug 2019 - Feb 2020

  • Supported a wide variety of customers who have differing financial circumstances to find the right solution for their financial needs. • Use various forms of communication, mainly by telephone, to fully understand the circumstances and financial situation to help sign-post customers in the right direction towards various charity and support organisations. • Identify solutions in moving forward with individual customer financial goals. Assessing affordability, ensuring the most appropriate forbearance solution is in place with the goal of reviewing existing arrangements and ongoing relationships.



Lloyds Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Due Diligence Analyst

  • Dec 2016 - Jun 2019

  • Provide analytical information against banking commercial customers in line with Know Your Customer/Business (KYC/B) inline with Financial Crime Regulations.• Individually recommended and selected to pilot a new process called Vertical Ongoing Know Your Customer (VOKYC). Streamlined an end-to-end process in reconciling customer account information to adhere to the Commercial Bank standards enabling a faster transition for VOKYC. • Utilised knowledge enabling a new checklist to be created reducing error rates by 15% increasing huddle knowledge and sharing best practice protocol. • Subject Matter Expert and Coach for new colleagues in the VOKYC process, adapting my style to suit individuals’ needs.• Provided input on reports to management, in an accurate, complaint timely manner, monitor control risk process providing improvement suggestions to further enhance the banking service. • Exceeded target driven performance against both Quality and Efficiency.• Delivered team meetings in order to enhance effectiveness of communications and increase awareness of best practice.

• Complaint Manager

  • Oct 2008 - Dec 2016

  • Implemented on line product library relating to product information spanning a 40-year period of products sold in the Life/Pension/Investment product range. • Instigated Process System Improvements reducing Complaint time by 30%• Trainer in Customer Service Complaint Management. • Extensive Knowledge of FSA Protection Guidelines.• Initiated Nationwide Hotline.• Attained end of year rating of ‘Top Performer’ • Complaint Handling Certificate• Implemented and Designed ‘One best Way’ protocol for multiple complaints.• CeFA 1 & CeFA 3 (UKFR) Financial Services & Regulation / Protection • Met quality and efficiency targets• Ability to deal with sensitive customer issues, requiring empathy and understanding.• Trained colleagues using tact and diplomacy for numerous new employees to ensure they reach a high standard of complaint handling within a certain time.• Continuous Improvement Champion. • Reorganised existing Product Library from Manual to Online for future referencing throughout the bank. • Implemented nationwide hotline contact for the bank.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Administrator

  • Jan 2006 - Oct 2006

  • Trained colleagues on telephony customer service negotiation skills. • Quality Assessment call monitor. • Continuous Improvement Champion. Instrumental in process alterations, reducing complaint end to end time. • Trained colleagues on telephony customer service negotiation skills. • Quality Assessment call monitor. • Continuous Improvement Champion. Instrumental in process alterations, reducing complaint end to end time.



Rubicon

• Human Resources
• 1 - 100 Employee

• Telephone Car Insurance Sales Assistant

  • Jun 2005 - Dec 2005

  Selling NAFI and Argos Car Insurance. Met projected sales targets on a regular basis. Selling NAFI and Argos Car Insurance. Met projected sales targets on a regular basis.

• Customer Service Administrator

  • May 2001 - Jun 2005

  • Processed complex queries via telephone relating to existing Life, Pensions and Investment policies. Dealt with Surrenders, Maturities and Cancellation within the Money Out Department. • Created and delivered a training package ensuring smooth transition of departments into one department dealing with all aspects of customer enquiries, relating to Life/Pension & Investment Products. • NVQ Level 1 and 2 in Customer Services • Regularly exceeded all quality and efficiency targets • Ability to deal with sensitive customer enquiries • Able to resolve complaints requiring empathy and knowledge of company regulations • A high standard of telephone etiquette • Mentor for Money Out when Divisional Contact Centre (DCC) created in Chatham



Royal Mail Sameday

• United Kingdom
• Freight and Package Transportation
• 1 - 100 Employee

• Various Roles

  • Apr 1991 - May 2001

  Various roles held during 10 years working for the company moving from a Postal Cadet all the way up to various managerial roles including training positions. Various roles held during 10 years working for the company moving from a Postal Cadet all the way up to various managerial roles including training positions.