Experience

Flagstone

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Quality Assurance Specialist - Payments, Settlements and Reconciliations

  • Aug 2020 - Present



CoInvestor

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Account Executive

  • Dec 2019 - Jul 2020



Octopus

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Investment Operations Officer

  • Apr 2018 - Dec 2019

• Reconciliations Officer

  • Jul 2016 - Apr 2018

• Client Onboarding

  • Jan 2016 - Jul 2016

  • Checking and processing new investment applications, applying great attention to detail to ensure that all accounts are set up correctly• Speaking to financial advisers to clarify any questions regarding the applications we receive• Liaising with the Business Development team to maintain a positive internal relationship, as well as assisting them to build relationships with external customers• Working to ensure that all ISA transfers are going ahead, including regular contact with other plan managers and financial advisers to chase up any outstanding cases as well as dealing with any rejections or queries• Carrying out anti-money laundering checks on all clients and liaising with compliance regarding high risk or politically exposed clients• Reconciling all incoming payments and matching them to the correct client applications• Responsible for the account closure and final payments for deceased clients as well as redemption requests• Team inbox monitoring



Fidelity International

• United Kingdom
• Financial Services
• 700 & Above Employee

• Client Services Senior Associate - Escalated and Regulated Complaint Handling

  • Dec 2014 - Jun 2015

  • Analysing and responding to complaints sent directly to senior figures within the business• Liaising with the recipients of such complaints to ensure they are satisfied with the proposed response• Handling complaints that our clients referred to the Financial Ombudsman Service• Producing and distributing reports relating to the number of complaints received

• Client Services Associate

  • Jul 2012 - Dec 2014

  • Working alongside relationship managers in the walk-in Investor Centre in London• Managing my team's queue of work and allocating appropriately• Deputising in the absence of the team manager• Dealing with queries from both private investors and financial advisers.• Complaint handling• Solving escalated issues quickly and efficiently, keeping all parties involved updated on progress.• Responding through various methods of communication – Telephone, email, fax and letter writing.• Extremely customer focused resolutions – extensive training in how to interact with clients.• Fully training new starters within our team, getting them familiar with our systems and processes.• Supporting the sales escalation team to maintain relationships with panelled accounts.



Wired2Fire

• System Technician

  • Sep 2009 - Jun 2012

  -Build and maintain bespoke computers -Technical support via telephone and email -Stock control -Training new team members -Build and maintain bespoke computers -Technical support via telephone and email -Stock control -Training new team members