Experience

Arrow Global Group

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Collections Associate Administrator

  • Mar 2021 - Present

  - Making outbound calls and receiving inbound calls, investigating and managing accounts to resolve credit card debt related queries. - Reviewing Proposals from Debt Management Companies such as StepChange and PayPlan and taking the appropriate action on customer accounts including validating LOAs and applying the appropriate Debt Management Plan based on the proposal received. - Prepping all letters from the letter request mailbox from call floor agents for all different scenarios, from specific customer repayment plan letters to manual bespoke letters.- Delivering quality assurance on all letters prepped by the Admin team before uploading them through the ‘printme’ system for processing. - Ensuring any errors in process are picked up when letter prepping and letter checking for agents, and any remedial action is taken with rework or feedback given to the agent as necessary to improve quality and customer outcomes.



Deloitte

• Business Consulting and Services
• 700 & Above Employee

• Quality Control Officer

  • Jul 2018 - Dec 2020

  - Quality checking fully completed PPI Information Requests worked by Case Handlers in a timely manner.- Summarising the review findings to provide constructive feedback in writing and face to face.- Providing feedback or rework where necessary to improve quality results and customer outcomes.- Identifying development needs of Case Handlers and/or issues in process and recommending appropriate action.

• Case Handler

  • Oct 2017 - Jul 2018

  - Gathering data and preparing customer PPI cases using multiple in-house systems and spreadsheets.- Undertaking Due Diligence, validating PPI Information Requests and completing customer verification.- Requesting and checking Loans, Mortgages, Credit Cards, Asset Finance and Business Account correspondence for evidence of PPI using manual and automated system searches.- Decisioning whether the customer has products containing PPI using an evidence based approach and communicating the case outcome via written response.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Banking Customer Service Advisor

  • Jan 2016 - Oct 2017

  - Receiving inbound calls from customers dealing with a wide range of banking queries and or requests .- Assisting Personal and Business customers with internet banking related questions or issues.- Making outbound calls to qualifying high wealth clients, offering a dedicated Relationship Manager and booking appointments with the appropriate online or branch based Relationship Manager. - Receiving inbound calls from customers dealing with a wide range of banking queries and or requests .- Assisting Personal and Business customers with internet banking related questions or issues.- Making outbound calls to qualifying high wealth clients, offering a dedicated Relationship Manager and booking appointments with the appropriate online or branch based Relationship Manager.