Experience

SS&C Institutional and Investment Management

• Software Development
• 200 - 300 Employee

• Investments Complaint Handler

  • Jan 2023 - Present

• Investment Complaint Handler

  • Jun 2022 - Jan 2023



London & Country Mortgages

• United Kingdom
• Financial Services
• 400 - 500 Employee

• Mortgage Complaints Handler

  • Jan 2022 - Jun 2022



EY

• Entertainment Providers
• 1 - 100 Employee

• Pension Administrator

  • Sep 2021 - Jan 2022



Huntswood

• United Kingdom
• Financial Services
• 700 & Above Employee

• Subject Matter Expert

  • Apr 2015 - Sep 2021

  • An expert understanding of process flows and ways of working for review, remediation and redress.• Working alongside Operations Outcome Testers to provide training when changes to existing processes are made.• Taking daily stand up meetings to run through any updates, regular fails and incoming changes.• A good understanding of various systems which covered each bank under the Lloyds Banking group (Lloyds, TSB, Halifax, Bank of Scotland).

• Senior Case Handler

  • Jan 2013 - Apr 2015

  • Learning existing processes for various complaint outcomes.• Adapting to regular changes in process and new ways of working in line with rules and regulations implemented by the FCA.• Investigation work to gather relevant information to assess the customers complaint.• Target driven work which was always met.• Excellent communicator which provided an easier and smoother journey for the customer when contacted.• Decision maker for the outcome of the complaint by reviewing all of the system evidence and what has also been provided from customer contact.• Being flexible to understand that you can change work streams on a whim. Since being with Huntswood I have worked both Review and Redress work streams with cards and loans.