Experience

FTSE Russell, An LSEG Business

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Client Service Associate

  • Jun 2021 - Present



V Emmerson Consulting Ltd

• Case Handler/Case Reviewer/Quality Checker

  • Sep 2015 - Mar 2021

  Providing risk consultancy services to retail and commercial banking clients within their audit and investigations departments. Worked on several projects for Big 4 firm' run projects. Highlights include: Implement effective strategies to manage customer caseload, while focusing on achieving organisational goals Ensured clients receive correct money by calculating the appropriate redress for credit card, mortgages, and unsecured personal loans Worked complex deceased customer cases as well as collection cases by learning and adopting new guidance to ensure the correct outcome for such cases Developed robust techniques to provide SME support for pensions project to ensure consistent approach and maintenance of high quality scores. Worked on several types of pension cases including trust and contract based pension schemes, annuity Options/ minimum Pensions, group final salary pensions, rights policies protection, pure endowment policies (section 226), and SIPPs Investigated suspended payments accounts and escalations Ensured sale of enhanced annuities was compliant with COBS regulation through strategic investigation Achieved organisational goals by reviewing cases regarding sale of insurance on remediation and Past Business Review complaints Ensured daily operations of team according to standards by performing team leader duties including updating of quality/production trackers and case allocation Delivered exceptional performance in supporting wholesale regulatory review of the Central Bank of Ireland book through strategic quality assurance checks. Conducted effective testing of retail mortgage accounts as well as produced management information reports to achieve desired outcomes and deliverables. Tested wholesale mortgage accounts Ensured bank was compliant with consumer’s journey by testing wholesale mortgage accounts



Financial Ombudsman Service

• United Kingdom
• Financial Services
• 700 & Above Employee

• Adjudicator

  • Apr 2012 - Sep 2015

  Accelerated end to end case management of individual caseload whilst participating in multiple projects simultaneously Delivered on varied work streams including review, redress and general banking complaints Executed thematic reviews on various cases to identify trends and propose a blanket approach for specific firms Participated in varied projects including writing and testing training materials within the organisation and developing case studies working closely with senior ombudsman Delivered training to new adjudicators to improve their knowledge of different types of cases and ensure compliance with specific policy guidance. Also provided coaching and mentoring to ensure their work was compliant with the business requirements Performed Quality Assurance Checks on complaints to ensure handlers adopting correct approach and customers receive the right outcome for their dispute Tailored my own bespoke Final Decision Letters to both businesses and consumers to communicate my judgment whilst adhering to the DISP complaint handling rules Assessed files relating to insurance on both secured and unsecured lending products. Also looked into life and critical illness cover



The Co-operative Bank plc

• United Kingdom
• Financial Services
• 700 & Above Employee

• General Adviser

  • Apr 2009 - Apr 2012

  Supporting cashiers during busy period and keying customer information for applications for current and savings accounts, I also have a strong knowledge of the loan application process Exceeding targets for generating leads by arranging appointments for financial adviser and customer advisers whilst providing excellent service In-depth product knowledge of bank products/services as well as knowledge of competitor products Made BACS and Faster Payments for customers as well as submitting IBAN payments and requests for CHAPS payments Working in a Financial Services Authority (now FCA) regulated environment and referring to KYC (Know Your Customer) lists when verifying documents used as proof in account opening process