Financial Services Consultant CV

Bo'ness, West Lothian


  • Financial Services Consultant

    Deloitte



    Personal Details
    Telephone Number:   View Contact Details
    City:   Bo'ness
    County:   West Lothian
    Desired job title:   Financial Services Consultant
    Salary:   £40001 - £60000
    Location:   Bo'ness West Lothian
    Education Level:   Masters
    Last Login:   about 3 months ago

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    Industries

    Accountancy Administration Customer Services Finance IT Media Scientific Travel Consulting banking-finance

    Job Titles

    Tax Accountant Archaeologist Tax Accounting Information Security Customer Service Executive Complaint Handler Guide Administrator Call Handler Complaints Handler Systems Testing Reviewer Subject Matter Expert Complaint investigator representative Audit Consultant Pilot adviser worker

    Skills

    Year-end SLA Issuing Invoices Process Mapping Audit Securities Dealing Corporate Actions Anti-Money Laundering FSA Know Your Client Rights Issues Due Diligence FATCA eg Root Cause Analysis Root Cause Analysis Compliance Underwriting Opening/Closing Accounts Data Collection Current Account Personal Loans DipFS Certificate in Regulated Complaint Handling CeMAP qualified Mortgages Annuities Teamwork specialist support managed my case flow Defined Contribution Pensions

    Qualifications

    Master of Arts Economics

    Employment History

    Financial Services Consultant

    2020 - Present

    based operation, remote home * Call handler taking calls from loan and overdraft account holders at various stages of the arrears and recoveries debt management process. I assess each case in terms of risk to the customer and bank, establishing the root cause of the customer's indebtedness and guiding them towards the best and most appropriate solution for them, with the aim of returning the customer to financial health. Solutions I offer included signposting them towards free independent money advice, or specialist support where customer vulnerability was identified. I complete income and expenditure customer interviews to establish affordability to cover future repayments. This helped identify affordable repayments over a manageable term. I offer payment holidays to Covid19 affected customers, and take payments towards arrears and return the customer to financial health. Where no repayment plan was agreed, accounts were passed to Recoveries, Litigation or Third Party Recovery. ------- * These are complex and sensitive calls which I manage in a demanding and fast paced business environment. * Maintaining high standard of QA in call handling, following process, and achieving best possible outcome for the customer. Striving for efficiency in call time, and after call wrap time, with focus on getting it right first time. * Fully integrated knowledge of NatWest Group (RBS) customer and product systems, data and processing systems. * Data reporting to management, team working, discussion and meeting attendance via Zoom and Skype.


    Reviewer

    2019 - 2020

    * Data gathered from third party Complaint Management Companies (CMCs), ceding schemes, appointed liquidators, trustees, scheme administrators, policyholders, beneficiaries. ------- * Analysed, assessed and prepared reports on failed, or at risk defined contribution, salary weighted, or occupational (sip, individual pension schemes. * Prepared redress calculations using RECAL, PRESS * Wrote and issued my response letters to the CMC or customer * Developed and managed my case flow within agreed timescales * Achieved quality and risk standards at all stages of the process. M&G PRUDENTIAL


    Customer Service Executive

    2018 - 2019

    * Successful contribution to the reduction of backlog and achievement of high service standards for the Retirement Account pension drawdown product. * Processed income drawdown requests within given timescales. * Managed and prioritised caseload. * Referred drawdown requests to the adviser, account manager or customer for amendment and clarification where appropriate. M&G PRUDENTIAL Technical Reviewer (Deloitte, Brightpool) Thematic Review into past Annuity Sales Practices (TRASP) Crawley


    Pilot

    2018 - 2018

    * I reviewed non-advised standard and enhanced annuity sales to identify whether Prudential informed customers that if they had any medical or lifestyle conditions at point of sale, they may be entitled to an enhanced annuity from Prudential or from other annuity providers. I also identified whether the client was informed of their open market option when selecting their annuity. Cohorts I reviewed included customers with enhanced annuities and standard annuities, with/without a completed medical questionnaire on file. Identification and consideration of vulnerable customers. /Model Office: Case management system testing * Case review of customer's retirement journey with Prudential: Identification of significant -compliant/non-compliant written and telephone communications for review evidence. eg; agent/document gives the customer incomplete written/verbal information; agent verbally undermines otherwise compliant statements, customer misunderstanding, potential vulnerable customers, coverage of spouse eligibility in joint life cases. * Developing a process/contact methodology for deceased customers; legal personal representative, power of attorney. Nature of the review required minimal customer contact to avoid customer experience detriment. * Case Management: Accurate and clear setting out of my investigation, data gathering, call recording and document review, compliant/non-compliant decision and rationale, calculation and redress. * Case Flow Management: I constantly reviewed my case load to move cases forward within service level agreements. If case flow was slowed or obstructed I identified the reason and resolved or escalated to the leadership team. * Letter and Enclosures: Selection and creation of the correct data gathering letter / offer letter / medical questionnaire templates. Some of these documents required intricate workarounds as the templates did not always replicate accurately in PDF. * QC


    Pension and SIPP Complaint Handler

    2017 - 2017

    * Investigation, customer and adviser contact, data gathering, final response letter, root cause analysis relating to delayed transfers into newly launched Retirement Account: account opening, investment, crystallisation, tax year end, PCLS, UFPLS, income, phased drawdown, statements, taxation, adviser invoicing, delay calculations. ------- * Systems: Experienced and efficient user of Sonata and RDA


    Audit Consultant

    2016 - 2017

    Investment, Pension/SIPP/SSAS Compliance * Complaint investigator for specialist Self Invested Pension Plans (SIPP), Small Self Administered Scheme (SSAS) provider. This client has a wide range of pension contracts acquired from other providers. ------- * Investigations require liaison with internal departments and externally with stakeholders such as scheme members, IFAs, scheme administrators, dual and single trustees, accountants, HM Revenue and Customs, surveyors. * Investigated delayed transfers in/out, financial loss price comparisons, changes to terms and conditions, product features and introduction of charges. * Commercial property rents held in schemes, valuation, conveyancing, sale/purchase/lease/sub-lease issues. * I provided Management and Compliance Data, eg Root Cause Analysis.


    Complaint Handler

    2015 - 2016

    HSBC Investment / Share Dealing Platform - ------- * Investigation, resolution and clearance of outstanding complex complaints within given timescales. Many complaints had breached the 8 week regulatory timescale, and had been escalated to the Bank's Executive, or referred to the Financial Ombudsman Service. * Complaints backlog cleared by focusing on resolving new complaints by telephone within 2 days, and by simultaneously addressing the oldest outstanding complaints. * Complaints were from UK, global and offshore customers, submitted directly, or by the branch network. Complaints related to HSBC's `InvestDirect Plus' share dealing platform, Premier Banking and Expat services. These services covered UK, US and globally traded share holdings, stocks and shares ISAs and Child Trust Funds. * Complaint types: contact centre delays, online portal functionality, account charges, identity verification documents, corporate actions, rights issues, new business accounts, portfolio balance transfers, dividends, statements, trade execution and settlement terms, pricing, UK and US tax certification documents (FATCA, W8-Ben). * The role required me to demonstrate ongoing awareness of current and emerging regulatory processes including Know Your Customer (KYC), Anti Money Laundering (AML), Anti Bribery and Data Protection. * I contributed to the Bank's implementation of changes to the FCA Dispute Resolution rulebook, allowing more time to resolve simple complaints, increased FOS reporting requirements, and informing customers of their right to refer complaints to FOS after resolution with the Bank has been agreed.


    Pension and Investments Service Complaints Handler

    2015 - 2015

    service and product complaints. These related to Investment Bonds, s226, s32, RAC, IPP, GPP, SIPP, annuity and drawdown. I met and exceeded productivity and quality targets which contributed to clearance of complaint backlog.


    Pension and Investments Service Complaints Handler

    2014 - 2015

    * Inbound call handling. I engaged with IFAs, scheme administrators, trustees and plan holders with queries and complaints relating to restructuring of the With Profits Fund. This gave us the opportunity to update plan holder's details, and provide information when requested relating to contributions, taxation and retirement options. * I investigated complaints raised by IFAs, scheme administrators, plan holders and direct SIPP investors. * Pension contracts I investigated were fund invested and commercial property SIPPs, Investment Bonds, Section 32 buyouts, Retirement Annuity Contracts, Stakeholder, Individual and Group Personal Pensions. * Technical complaints related to fund and in-specie transfers, product features, charging structure, taxation, fund performance, auto enrolment and new legislation allowing access to pension funds post April 2015. * Service complaints related to pension transfer service, annuity and drawdown payment delays and tax treatment, contact centre service, online portal access and functionality, account opening and identity verification documents required by the Bank's due diligence process. * I handled IFA complaints relating to initial and trail commission payments, their business writing permissions, and I accepted, rejected or reduced invoices submitted by IFAs for time incurred by them due to Aegon's perceived errors or poor service.


    Team Leader

    2014 - 2014

    * CeMAP qualified telephony consultants from non-advised service through implementation of a post Mortgage Market Review (MMR) non-advised service. Achieved through scripted roleplays, coaching, feedback, and quality calibration sessions with other managers and coaches. * I oversaw route to competency training in KYC, AML, Anti Bribery, Data Protection, systems and mortgage products. * As first manager on site I managed the client relationship during project implementation phase. I assisted 4 teams across 2 sites in setting up systems access and training. I reported on production, call quality, attendance and staff retention. * I coached the team towards their achievement of key telephony performance indicators; number of calls, after call work, recording of complaints and setting expectations where customers had expressed dissatisfaction, and promoting the sharing of best practice. * I monitored live and recorded calls, gave coaching/feedback to consultants as required by the Halifax training and competency scheme. I oversaw remedial work where necessary. Call scoring and coaching measured by mandatory scripting and fact finding, open questioning, prioritising customer needs, preferences and circumstances, income / expenditure, lending into retirement. I ensured all factor inputs were considered such as budget, term, repayment method, repayment vehicle, fixed/variable/tracker interest rates, early repayment charges, overpayments, portability. I networked, investigated and acquired resources to enable project implementation within business timescales. * I oversaw and gave guidance to team members where mortgage applicants were found to be experiencing financial difficulties as the driver of their request for additional borrowing. Where mortgage arrears or financial difficulties were identified, my team and I would discuss the source of the arrears with the customer, and complete an income and expenditure questionnaire from w


    Banking and Mortgage Service Complaint Handler

    2013 - 2013

    had a significant backlog of outstanding complaints. Many complaints had breached the allowable 8 week timescale. This caused the Bank extra effort in issuing acknowledgement, 4 and 8 week letters. I also fielded calls from customers seeking complaint resolution. The Bank incurred further cost as issues remained unresolved, complaint causes unaddressed, and the payment of distress and inconvenience compensation to dissatisfied customers became necessary. ------- * Complaints related to application, drawdown, credit scoring, property valuation, account maintenance, deeds, conveyancing, fees, redemption, arrears/financial difficulties, product type, interest rates, savings repayment vehicle, direct debit collection and other service issues. * Where my complaint investigation identified customers experiencing financial difficulties and mortgage arrears, I would contact these customers, undertake a supportive but rigorous discussion with them to identify the root cause of arrears with them. Having done so I could establish their immediate and ongoing financial commitments with them. On completion of this process I could establish and mutually agree an achievable payment plan and recovery period. If financial difficulties were historic, a solution may have been affordable over-payments, if arrears were current, the agreed solution was typically a payment holiday, an extended term although lending into retirement needed to be considered here, or reduced monthly payments. Through use of the income and expenditure (affordability) exercise, I could also gently guide the customer as to where savings and prioritisation of commitments could be achieved in their monthly outgoings. * Investigation process included data gathering, customer contact, uphold/decline, rationale, root cause, business feedback, compensation and issue of the final response letter with Financial Ombudsman Service rights. * My role required complex letter writing skills which I'v


    New Business Compliance Auditor

    2013 - 2013

    * Pension transfer new business quality accreditation. I assessed KYC and AML risk, business rationale and suitability report, considering quality of advice, following of regulatory procedures, comparison of fees, critical yield, charges, projected growth rates, plan benefits, customer risk profile, and defined contribution or defined benefit scheme. * I authorised the adviser to proceed with business proposition, proceed with feedback, proceed subject to amendment of file or proposition, or reject outright. Clearance of business backlog. DELOITTE (client BARCLAYS) Team Leader (Momenta) Payment Protection Insurance Complaints / Financial Ombudsman Service Liaison


    2013 - 2013

    * I managed the review of complaints that FOS required the Bank to re-visit following previous rejection of these claims. * I managed 13 experienced case handlers and recent graduates. I oversaw systems and process implementation and training, and post induction accreditation. I motivated, coached and mentored the team through quality accreditation, and achievement of production targets. * I then managed 17 accredited case handlers. My team was frequently the most productive team on the project, persistently achieving high production targets, and quality scores. My team was significantly larger than others on the project, making my role challenging and rewarding. * Under-performance was identified and addressed early, contributing to 100% retention and progression of all my case handlers. I focused on maximising each individual's performance, and unplanned absence from my team was extremely low.


    Mortgage Complex Complaint Handler

    2012 - 2012

    Northern Rock (UKAR, NRAM) (Equiniti Hazell Carr) ------- * I investigated complex complaints, gathered evidence, upheld or rejected complaint based on a robust rationale, and Final Response Letter (FRL). * I managed a range of complaint issues resulting from migration of mortgage accounts from Northern Rock to Bradford & Bingley platform, and change of Terms and Conditions (T&Cs) due to the Bank's change from new mortgage lender to asset manager only. * Complaints included secured and unsecured debt management, re-apportionment of payments between secured / unsecured loan accounts, flexible features such as further advance, payment holiday, borrow back and interest only period; customer service issues, arrears and repossessions. * I managed multiple customer's mortgage cases against a backdrop of recession and financial difficulty which was being experienced throughout Northern Rock's mortgage loan population, and in the UK economy as a whole. My role therefore included mortgage retention, identifying customer financial difficulty, and potential vulnerability. These events were identified through building rapport with the customer, and supportive questioning which in turn allowed me to identify the cause of mortgage arrears. These causes would typically be lifestyle events such as sudden loss of income, family break up, or lifestyle, budgeting or vulnerability issues. LLOYDS BLACKHORSE


    Payment Protection Insurance Complaint Reviewer

    2012 - 2012

    * Past Business Review (PBR) of PPI complaints from customers and complaint management companies ( * I assessed chains of multiple refinanced loans spanning a variety of product types and changing regulatory regimes such as GISC (pre January 2005), FSA (post January 2005). Upheld or defended each claim with a robust rationale justifying the outcome * Customer/CMC complaint points assessed against a time matrix showing evolving regulatory regimes, product features and complaint points. I selected and created the final response letter based on the complaint category (account live, paid early, full term, multi-account, multi-decision, CMC response, reject claim, no PPI on account, FOS liaison). I achieved and exceeded challenging case productivity and quality targets.


    Team Lead

    2011 - 2012

    * I identified, categorised, reviewed, calculated remediation where doubt existed as to whether customers had benefitted from home security features that applied to the level of service they had selected. Customer contact, payment of redress and compensation. Handled incoming telephone and written complaints. My workflow management ensured project confidentiality and achieved completion within 6 week timescale. KPMG (client Northern Rock Asset Management) Payment Protection Insurance Review and Remediation


    Complaint Handler

    2011 - 2012

    * I reviewed PPI files for potential mis-sale. This included data gathering, customer contact, and uphold or declined. Decision rationale created and final response letter issued. Policy cancellation and financial redress was based on single premium, monthly premium and multi-loan policies.


    Business Reviewer

    2010 - 2011

    SCOTTISH WIDOWS Pension Transfer - Past ------- * I reviewed pension transfers to test clarity of advice, process and outcome. Ceding Schemes were RAC, PPP, SIPP, Stakeholder. Protected Rights, Non-Protected Rights, Graduated Pension, SERPS, State Second Pension. Evaluated client investment choice, attitude/capacity for risk, insistent transfer, guaranteed annuity rate, life cover, waiver, exit fees. Fact find, illustrations, suitability report, evaluating whether correct advice was given on benefits of pension transfer, and whether fully and accurately recorded. * Data gathered from the ceding scheme where product features were incomplete; for example annual management charges, bid/offer spread, market value adjustment, terminal bonus, inflation. Actuarial calculations obtained to rebuild projected growth rates. Achieved and exceeded productivity and quality targets. * I assisted the actuarial team, assisting them with testing outcomes on redress calculators.


    Complaint Handler

    2010 - 2010

    : Point of Sale Finance ------- * My role was to categorise and reduce a backlog of Financial Ombudsman Service and Executive complaints which had exceeded the 8 week service level agreement. I led induction, training, coaching and supervision of new recruits. Oversaw QC accreditation and achievement of production targets. Achieved management recognition for consistently exceeding production targets while supporting the team. * Point of sale retail complaints raised by consumers, CMCs and trade bodies such as the Office of Fair Trading (OFT). Complaints related to purchases of consumer goods ranging from cars and furniture to educational courses. These goods had been purchased with a Barclays credit card, hire purchase or unsecured loan. Claimants were unhappy with goods and services purchased. Section 75 of the Consumer Credit Act permitted customers to hold the Bank as credit provider, jointly liable for service and product failure, along with the retail provider. * I gathered evidence and mediated between the retailer and purchaser by telephone, and upheld or declined the complaint, summarised the outcome in a rationale, and issued the Final Response Letter with FOS rights. I arranged policy cancellation, and premium refunds of policies covering single and multiple loan accounts, and payment of interest and compensation. * This mediation frequently involved the identification of customers experiencing financial difficulties as the root cause of non payment or erratic payment of their loans. Once identified, I would agree a process of payment recovery with the customer. This included supportive discussion of the source of financial difficulty, and following completion of a lifestyle and income and expenditure form, a payment plan which could be reduced payments, payment holiday, or an extension of the loan. As a result, my team and I achieved an increasing level of retained payments and future and ongoing business for the bank. *


    Complaint Handler

    2010 - 2010

    * I assessed claims from customer and complaint management companies on cases with multiple policies. I gathered point of sale documentation and evidence from call recordings and by calling the customer. Customer concerns and CMC allegations were then mapped against the Bank's matrix of regulatory guidelines, product features and advised/non-advised processes. * The complaint was upheld or declined. I carried out redress calculations for scenarios where the loan repayment term had been completed, was still live or had been repaid early. I issued FRLs to claimants with FOS rights, enclosing copies of point of sale documents which evidenced the customer's decision to purchase or decline the PPI. SANTANDER Payment Protection Insurance Review and Remediation


    Insurance Complaint Handler

    2009 - 2010

    * Inbound call handling from PPI policy holders querying the validity of insurance attached to their loans. Complaint points were logged, taking care to note all complaint points when the customer expressed dissatisfaction. Complaint typically related to customers feeling pressurised into taking the PPI, being told they had to take the PPI in order to get the loan, eligibility, employment status, previous claims or incapacity, policy exclusions and change of circumstances since taking the PPI. * I worked on the complaint investigations team, gathering sale documentation, assessing the sale type; advised, non-advised, branch, postal or internet. Claimants were contacted to verify their claims where ambiguity existed. * Where complaints were upheld, I calculated financial redress for scenarios in which the loan had been paid off, was still being paid, or had been repaid early. Payment redress, interest and compensation were calculated and payment to the customer was arranged. * I rekeyed revised loan applications and issued new loan agreements with PPI removed. * Management Data and our `Respond' complaints workflow system was maintained at all stages from recording the complaint to investigation, decision, rationale, calculation and payment of redress.


    FINANCE Partner

    2005 - 2009

    Independent Financial Adviser trading as BRIGHT MORTGAGE and FINANCE Partner, Whole of Market Mortgage and Pensions Adviser * Life assurance and Mortgage business development for individuals, families and businesses. I managed mortgage advice and processing with lenders, life assurance companies, surveyors, conveyancers, and clients. ------- * Sourced mortgage products through lending search engines such as Trigold. * Remuneration was 100% commission/fees. Self-motivation was imperative as my position was not salaried. * Fact find meetings and presentation of financial solutions was arranged at the client's home or business, or by telephone. HALIFAX (Intelligent Finance)


    Team Coach

    2000 - 2005

    (Intelligent Finance) Team Coach and Customer Service Adviser Livingston and Rosyth ------- * I joined the Bank as it prepared for launch as a challenger offering mortgage, loan, credit card and savings accounts by internet and telephone. The Bank's proposition was to link customer's mortgage, savings, ISA, personal loans and credit cards through offsetting which would save mortgage interest. During pre-launch, I was seconded to outsourced IT supplier Vision Consulting, where I tested system and telephony upgrades. * I handled high volumes of telephone calls from customers, IFAs and regional sales executives, placing mortgage, savings, ISA and loan business. Applications were completed to agreement in principle stage, or to application fulfilment and issue of the application pack for completion and return with supporting documentation. * As Team Coach, I provided ongoing support to call handlers through call monitoring, feedback and sharing best practice. * I investigated and resolved customer service complaints, typically relating to call waiting time, mortgage application processing and post sale servicing. * I maximised business opportunities by using listening and questioning skills, and focus on customer needs and wants, for example saving interest by mortgage offsetting. * I developed an excellent on the job knowledge of mortgage, personal loan, current account, savings and Accident, Sickness and Unemployment Insurance products. * I assisted the team and mortgage account holders directly where they reported or the bank identified that they were experiencing difficulty in maintaining their mortgage payments. To minimise the risk to the customer and bank, we contacted these customers and identified the cause of the arrears. We developed questioning that allowed us to identify whether the source was an unexpected lifestyle event such as redundancy, bereavement or family break up, or whether the customer could be


    Client Services Consultant

    1996 - 2000

    SCOTTISH WIDOWS INVESTMENT MANAGEMENT Unit Trust, ISA and INVESTMENT BOND ------- * Key contact centre team member, taking calls from investors relating to new business, valuations, balance transfers, fund performance, unit holdings. * Servicing and administration of Unit Trusts/OEICs, ISAs, Corporate Bonds, Guaranteed Income Bonds, High Income Bonds, Personal Equity Plans. * I processed new business, ISA transfers in/out, stock transfer forms and valuations. * I managed and investigated complex queries and complaints relating to key facts, T&Cs, investment performance, yields, dividends, tax credits, fund charges, service levels. * On completion of my investigations, I prepared and sent detailed and accurate letters to customers presenting my findings. * I participated in model office and group testing of software and telephony systems implementation and upgrades. * I participated in, and led training and coaching sessions and mentored colleagues and new recruits. HERIOT WATT UNIVERSITY, EDINBURGH MA Honours Economics Edinburgh 1991 - 1996 * Micro/macro-economics, investment theory, maths & stats, business law, financial, cost & management accounting, East Europe, Economic Growth comparison: UK / S.Korea.


    Independent Financial Adviser

    1988 - 1991

    * Independent Financial Adviser. Arranged mortgages, personal and business life assurance and critical illness cover, by referral from accountants; legal conveyancers and radio advertising.


    adviser

    1987 - 1988

    Mortgage, life, pensions and investment ------- * Advised and arranged mortgages, personal and business life and critical illness cover, residential property viewings and sales.


    adviser

    1983 - 1987

    WEALTH - LIFE and PENSIONS Mortgage, pensions and investment ------- * Direct sales. Generated my own leads through business and social networking, referrals and sales campaigns - personal and business whole of life and term life cover, mortgages, pensions


    Education History

    Name of Institution: London Institute of Banking

    Institute Location: , , , UK

    Education Title: FPC

    Major: Finance

    Description: * Advanced Spreadsheet Skills for Finance (Financial Fluency) * MA Hons (Economics) (Heriot Watt University, Edinburgh) My project roles and assignments (most recent first): NatWest/RBS Customer Service Executive (Deloitte, Momenta) Debt Management Operations, including COVID19 support Birmingham based operation, remote home worker


    Name of Institution: Chartered Insurance Institute

    Education Title: DipFS

    Description: UK and Offshore Financial Services Regulation (R01) Investment Principles and Risk Pensions and Retirement Planning Pensions Administration Mortgage Advice and Practice * * * (R02) (R04)


    1991 - 1996

    Institute Location: , Edinburgh, , UK

    Education Title: Master of Arts

    Major: Economics

    Description: * Micro/macro-economics, investment theory, maths & stats, business law, financial, cost & management accounting, East Europe, Economic Growth comparison: UK / S.Korea.


    Name of Institution: Heriot Watt University

    Institute Location: , Edinburgh, , UK

    Education Title: MA

    Major: Economics

    Description: My project roles and assignments (most recent first): NatWest/RBS Customer Service Executive (Deloitte, Momenta) Debt Management Operations, including COVID19 support Birmingham based operation, remote home worker



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    Financial Services Consultant CV Profile

    PLEASE USE THE FOLLOWING TEMPLATE FOR YOUR CV

     ##### ####

     

    ######### based:    ################## and linked-in,  tel: 0###########

     

                    Highly experienced Financial Services professional

                    Customer experience, business recovery (complaints, risk, root cause)

                    Case reviewer and analyst in:

    DC and DB pensions, retirement drawdown and annuity, retail investment.

                    Debt Management Operations (unsecured)

                    Retail mortgage and banking advice and services

     

    Results achiever, driven through efficient creative work ethic, persistent focus on delivering client objectives; successful leading and developing of regulated mortgage and insurance advice, servicing and complaints teams; delivering successful results within scope, budget, timescale and quality framework.

     

    Project resourcing and implementation; IT software access, learning and support tools, identifying key client targets and expectations, communicating to colleagues.

     

    Proven ability to network at all levels to all stakeholders, and to adapt to culture and objectives of client organisation.

     

                    Skills and Experience summary:.

     

    Medical Underwriting: I have informed and guided customers in relation to policy underwriting (tele-underwriting, health and lifestyle questionnaires, GP reports, medical examinations, occupational risks, and annuities.

     

    Regulated Complaint Handler:

    Identifying and logging customer dissatisfaction, customer contact, presentation of investigation, evidence and rationale, resolution, redress calculation and payment, compensation, root cause analysis, Financial Ombudsman Service and Executive complaints.

     

    Compliance, Risk and Regulation

    I have contributed to several thematic reviews as a case reviewer, outcome tester and technical specialist. Constantly evolving knowledge and awareness of FCA compliance initiatives and reviews; historic, ongoing and emerging in 2020.

     

    Pension Reviewer: in Defined Contribution and Defined Benefit Pension, Retirement Options accumulation and decumulation (Drawdown, Annuity, UFPLS), SIPP/SSAS,

     

    Investment Specialist: in Bonds, OEICs, ISAs, Share Trading Platforms, Child Trust Funds, Investment Trusts.

     

    Skilled and efficient telephone call handler: I have achieved results in numerous high pressure call centre environments on loan, overdraft, mortgage, life assurance, ISA, pension products and campaigns, assisting with all ranges of customers, stakeholders and their concerns and emotions.

     

    Skilled and efficient letter writer: (composition, spelling, grammar, accuracy, efficiency).

    I regularly receive complimentary feedback, and have contributed to process writing and letter templating on several projects. Many years of experience writing bespoke and templated letters within regulatory guidelines while adopting the client organisation’s style and tone.

     

     

     

    Advice, Sales and Marketing: I have served and advised policyholders, financial advisers and third party stakeholders on behalf of nearly all the major providers of life assurance, accident, sickness and unemployment cover in relation to family protection, inheritance tax planning, trusts, business and partnership protection, critical illness cover and annuities.

     

     

    Professional Qualifications

                    Chartered Insurance Institute:  DipFS module passes in:

           UK and Offshore Financial Services Regulation (R01)

     Investment Principles and Risk                           (R02)

     Pensions Administration                                      (FA2)  

     Mortgage Advice and Practice                             (CF6, CeMAP)

                    Banking Operations                                              (Chartered Institute of Banking, Scot####)          

                    Certificate in Regulated Complaint Handling        (London Institute of Banking & Finance)              

                    Financial Planning Certificates 1,2 and 3             (FPC)

     

                     Advanced Spreadsheet Skills for Finance           (Financial Fluency)

     

                     MA Hons (Economics)                                         (Heriot Watt University, #########)

     

    My project roles and assignments (most recent first):

     

    NatWest/RBS

    Customer Service Consultant  (Deloitte, Momenta)

    Debt Management Operations, including COVID19 support

    Birmingham based operation, remote home worker

    13 July 2020 to 6 November 2020

                    Call handler taking calls from loan and overdraft account holders at various stages of the arrears and recoveries debt management process. I assess each case in terms of risk to the customer and bank, establishing the root cause of the customer’s indebtedness and guiding them towards the best and most appropriate solution for them, with the aim of returning the customer to financial health. Solutions I offer included signposting them towards free independent money advice, or specialist support where customer vulnerability was identified. I complete income and expenditure customer interviews to establish affordability to cover future repayments. This helped identify affordable repayments over a manageable term. I offer payment holidays to Covid19 affected customers, and take payments towards arrears and return the customer to financial health. Where no repayment plan was agreed, accounts were passed to Recoveries, Litigation or Third Party Recovery.

                    These are complex and sensitive calls which I manage in a demanding and fast paced business environment.

                    Maintaining high standard of QA in call handling, following process, and achieving best possible outcome for the customer. Striving for efficiency in call time, and after call wrap time, with focus on getting it right first time.

                    Fully integrated knowledge of NatWest Group (RBS) customer and product systems, data and processing systems.

                    Data reporting to management, team working, discussion and meeting attendance via Zoom and Skype.

     

     

     

     

     

     

     

    FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)   (Capita Remediation)

    Complex Pensions Case Reviewer

    Glasgow

    17 July 2019 – 21 February 2020

                    Data gathered from third party Complaint Management Companies (CMCs), ceding schemes, appointed liquidators, trustees, scheme administrators, policyholders, beneficiaries.

                    Analysed, assessed and prepared reports on failed, or at risk defined contribution, salary weighted, or occupational (sip, individual pension schemes.

                    Prepared redress calculations using RECAL, PRESS

                    Wrote and issued my response letters to the CMC or customer

                    Developed and managed my case flow within agreed timescales

                    Achieved quality and risk standards at all stages of the process.

     

    M&G PRUDENTIAL

    Customer Service Executive   (Equiniti Hazell Carr)

    Stirling

    1                October 2018 – 26 April 2019

                    Successful contribution to the reduction of backlog and achievement of high service standards for the Retirement Account pension drawdown product.

                    Processed income drawdown requests within given timescales.

                    Managed and prioritised caseload.

                    Referred drawdown requests to the adviser, account manager or customer for amendment and clarification where appropriate.

     

    M&G PRUDENTIAL  

    Technical Reviewer  (Deloitte, Brightpool)

    Thematic Review into past Annuity Sales Practices (TRASP)

    Crawley

    19                February 2018 – 21 September 2018

                    I reviewed non-advised standard and enhanced annuity sales to identify whether Prudential informed customers that if they had any medical or lifestyle conditions at point of sale, they may be entitled to an enhanced annuity from Prudential or from other annuity providers. I also identified whether the client was informed of their open market option when selecting their annuity.  

    Cohorts I reviewed included customers with enhanced annuities and standard annuities, with/without a completed medical questionnaire on file.

    Identification and consideration of vulnerable customers.

                    Pilot/Model Office: Case management system testing

                    Case review of customer’s retirement journey with Prudential:

    Identification of significant –compliant/non-compliant written and telephone communications for review evidence. eg; agent/document gives the customer incomplete written/verbal information; agent verbally undermines otherwise compliant statements, customer misunderstanding, potential vulnerable customers, coverage of spouse eligibility in joint life cases.

                    Developing a process/contact methodology for deceased customers; legal personal representative, power of attorney. Nature of the review required minimal customer contact to avoid customer experience detriment.

                    Case Management: Accurate and clear setting out of my investigation, data gathering, call recording and document review, compliant/non-compliant decision and rationale, calculation and redress.

                    Case Flow Management: I constantly reviewed my case load to move cases forward within service level agreements. If case flow was slowed or obstructed I identified the reason and resolved or escalated to the leadership team.

                    Letter and Enclosures: Selection and creation of the correct data gathering letter / offer letter / medical questionnaire templates. Some of these documents required intricate workarounds as the templates did not always replicate accurately in PDF.

                    QC/QA/Client/appointed Skilled Person: Strived to achieve and maintain required quality scores; acting on feedback to improve process, efficiency, customer experience.

                    Case Clinic/Subject Matter Expert: I provided this by acting as point of contact for junior case handlers and call agents. I maintained my knowledge, skills and experience through constant reading, calibration and rolling out of guidance relating to the Review Methodology document, Medical Underwriting Guide, Process Maps, Customer Communication Methodology, Redress Methodology, FCA guidance and medical descriptions available in the public domain.

                    Redress calculations:  Accurate input of complex medical data as drawn from medical questionnaires, data gathering phone calls, reference to Prudential Underwriting team as directed by the Underwriting Guide. Sense checking calculation outputs for past redress payable plus interest, and enhancement of future annuity income payments.

     

    M&G PRUDENTIAL

    Investment, Pension and SIPP Complaint Handler (Capita)

    Stirling

    13 February 2017 – 29 December 2017

                    Investigation, customer and adviser contact, data gathering, final response letter, root cause analysis relating to delayed transfers into newly launched Retirement Account: account opening, investment, crystallisation, tax year end, PCLS, UFPLS, income, phased drawdown, statements, taxation, adviser invoicing, delay calculations.

                    Systems: Experienced and efficient user of Sonata and RDA

     

    JAMES HAY PARTNERSHIP

    Investment, Pension/SIPP/SSAS Compliance and Audit Consultant (Huntswood)

    Salisbury, Wiltshire

    3 October 2016 – 10 February 2017

                    Complaint investigator for specialist Self Invested Pension Plans (SIPP), Small Self Administered Scheme (SSAS) provider. This client has a wide range of pension contracts acquired from other providers.

                    Investigations by liaison with internal departments and externally with stakeholders such as scheme members, IFAs, scheme administrators, dual and single trustees, accountants, HM Revenue and Customs, surveyors.

                    Investigated delayed transfers in/out, financial loss price comparisons, changes to terms and conditions, product features and introduction of charges.

                    Commercial property rents held in schemes, valuation, conveyancing, sale/purchase/lease/sub-lease issues.

                    I provided Management and Compliance Data, eg Root Cause Analysis.

     

     

    HSBC

    Investment / Share Dealing Platform - Complaint Handler   (Hazell Carr)

    Bristol

    23 November 2015 – 22 July 2016

                    Investigation, resolution and clearance of outstanding complex complaints within given timescales. Many complaints had breached the 8 week regulatory timescale, and had been escalated to the Bank’s Executive, or referred to the Financial Ombudsman Service.

     

                    Complaints backlog cleared by focusing on resolving new complaints by telephone within 2 days, and by simultaneously addressing the oldest outstanding complaints.

     

                    Complaints were from UK, global and offshore customers, submitted directly, or by the branch network. Complaints related to HSBC’s ‘InvestDirect Plus’ share dealing platform, Premier Banking and Expat services. These services covered UK, US and globally traded share holdings, stocks and shares ISAs and Child Trust Funds.

     

                    Complaint types: contact centre delays, online portal functionality, account charges, identity verification documents, corporate actions, rights issues, new business accounts, portfolio balance transfers, dividends, statements, trade execution and settlement terms, pricing, UK and US tax certification documents (FATCA, W8-Ben).

     

                    The role required me to demonstrate ongoing awareness of current and emerging regulatory processes including Know Your Customer (KYC), Anti Money Laundering (AML), Anti Bribery and Data Protection.

     

                    I contributed to the Bank’s implementation of changes to the FCA Dispute Resolution rulebook, allowing more time to resolve simple complaints, increased FOS reporting requirements, and informing customers of their right to refer complaints to FOS after resolution with the Bank has been agreed.

    SCOTTISH WIDOWS

    Pension and Investments Service Complaints Handler   (Huntswood)

    Livingston

    17 August 2015 – 6 November 2015

                    I investigated policyholder, IFA and scheme administrator service and product complaints. These related to Investment Bonds, s226, s32, RAC, IPP, GPP, SIPP, annuity and drawdown. I met and exceeded productivity and quality targets which contributed to clearance of complaint backlog.

     

    AEGON

    Pension and Investments Service Complaints Handler   (Huntswood)

    #########

    20                July 2014 – 31 July 2015

                    Inbound call handling. I engaged with IFAs, scheme administrators, trustees and plan holders with queries and complaints relating to restructuring of the With Profits Fund. This gave us the opportunity to update plan holder’s details, and provide information when requested relating to contributions, taxation and retirement options.

     

                    I investigated complaints raised by IFAs, scheme administrators, plan holders and direct SIPP investors.

     

                    Pension contracts I investigated were fund invested and commercial property SIPPs, Investment Bonds, Section 32 buyouts, Retirement Annuity Contracts, Stakeholder, Individual and Group Personal Pensions.

     

                    Technical complaints related to fund and in-specie transfers, product features, charging structure, taxation, fund performance, auto enrolment and new legislation allowing access to pension funds post April 2015.

     

                    Service complaints related to pension transfer service, annuity and drawdown payment delays and tax treatment, contact centre service, online portal access and functionality, account opening and identity verification documents required by the Bank’s due diligence process.

     

                    I handled IFA complaints relating to initial and trail commission payments, their business writing permissions, and I accepted, rejected or reduced invoices submitted by IFAs for time incurred by them due to Aegon’s perceived errors or poor service.

     

     

     

     

     

     

     

    HALIFAX

    Team Leader

    Implementation of Mortgage Market Review (MMR) advice process

    Regulated Mortgage Sales (Huntswood)

    Sheffield

    27 January 2014 - 18 July 2014

                    CeMAP qualified telephony consultants from non-advised service through implementation of a post Mortgage Market Review (MMR) non-advised service. Achieved through scripted roleplays, coaching, feedback, and quality calibration sessions with other managers and coaches.

     

                    I oversaw route to competency training in KYC, AML, Anti Bribery, Data Protection, systems and mortgage products.

     

                    As first manager on site I managed the client relationship during project implementation phase. I assisted 4 teams across 2 sites in setting up systems access and training. I reported on production, call quality, attendance and staff retention.

                    I coached the team towards their achievement of key telephony performance indicators; number of calls, after call work, recording of complaints and setting expectations where customers had expressed dissatisfaction, and promoting the sharing of best practice.

     

                    I monitored live and recorded calls, gave coaching/feedback to consultants as required by the Halifax training and competency scheme. I oversaw remedial work where necessary. Call scoring and coaching measured by mandatory scripting and fact finding, open questioning, prioritising customer needs, preferences and circumstances, income / expenditure, lending into retirement. I ensured all factor inputs were considered such as budget, term, repayment method, repayment vehicle, fixed/variable/tracker interest rates, early repayment charges, overpayments, portability. I networked, investigated and acquired resources to enable project implementation within business timescales.

     

                    I oversaw and gave guidance to team members where mortgage applicants were found to be experiencing financial difficulties as the driver of their request for additional borrowing. Where mortgage arrears or financial difficulties were identified, my team and I would discuss the source of the arrears with the customer, and complete an income and expenditure questionnaire from which the customer’s budget and ability to pay would be established. From this point, while further borrowing could be declined, a positive solution was found for the customer through revised repayments, a payment holiday or term extension, allowing for lending into retirement. This provided a positive outcome for the customer, and mortgage business retained by the bank.

     

    CLYDESDALE / YORKSHIRE BANK (now VIRGIN MONEY)

    Banking and Mortgage Service Complaint Handler (Momenta)

    Glasgow

    9 September 2013 – 22 December 2013

                    The Customer Engagement department had a significant backlog of outstanding complaints. Many complaints had breached the allowable 8 week timescale. This caused the Bank extra effort in issuing acknowledgement, 4 and 8 week letters. I also fielded calls from customers seeking complaint resolution. The Bank incurred further cost as issues remained unresolved, complaint causes unaddressed, and the payment of distress and inconvenience compensation to dissatisfied customers became necessary.

     

                    Complaints related to application, drawdown, credit scoring, property valuation, account maintenance, deeds, conveyancing, fees, redemption, arrears/financial difficulties, product type, interest rates, savings repayment vehicle, direct debit collection and other service issues.

     

                    Where my complaint investigation identified customers experiencing financial difficulties and mortgage arrears, I would contact these customers, undertake a supportive but rigorous discussion with them to identify the root cause of arrears with them. Having done so I could establish their immediate and ongoing financial commitments with them. On completion of this process I could establish and mutually agree an achievable payment plan and recovery period. If financial difficulties were historic, a solution may have been affordable over-payments, if arrears were current, the agreed solution was typically a payment holiday, an extended term although lending into retirement needed to be considered here, or reduced monthly payments. Through use of the income and expenditure (affordability) exercise, I could also guide the customer as to where savings and prioritisation of commitments could be achieved in their monthly outgoings.

     

                    Investigation process included data gathering, customer contact, uphold/decline, rationale, root cause, business feedback, compensation and issue of the final response letter with Financial Ombudsman Service rights.

     

                    My role required complex letter writing skills which I’ve developed continuously. I have excellent letter writing ability and received complimentary remarks from the quality accreditation team on this project.

     

                    I voluntarily supported colleagues through the accreditation process. Efficient use of internal software systems, reporting tools and spreadsheets. I was frequently asked to proof read and provide feedback on resolution letters written by colleagues.

     

                    This achievement saved the Bank considerably in terms of time, cost and customer satisfaction, while freeing up resources for other initiatives.

     

    ST JAMES’S PLACE PARTNERSHIP

    New Business Compliance Auditor   (Huntswood)

    Reading

    5 August 2013 – 6 September 2013

                    Pension transfer new business quality accreditation. I assessed KYC and AML risk, business rationale and suitability report, considering quality of advice, following of regulatory procedures, comparison of fees, critical yield, charges, projected growth rates, plan benefits, customer risk profile, and defined contribution or defined benefit scheme.

     

                    I authorised the adviser to proceed with business proposition, proceed with feedback, proceed subject to amendment of file or proposition, or reject outright. Clearance of business backlog.

     

    DELOITTE (client BARCLAYS)

    Team Leader (Momenta)

    Payment Protection Insurance Complaints / Financial Ombudsman Service Liaison

    Warrington

    28 January 2013 – 2 August 2013

                    I managed the review of complaints that FOS required the Bank to re-visit following previous rejection of these claims.  

     

                    I managed 13 experienced case handlers and recent graduates. I oversaw systems and process implementation and training, and post induction accreditation. I motivated, coached and mentored the team through quality accreditation, and achievement of production targets.

     

                    I then managed 17 accredited case handlers. My team was frequently the most productive team on the project, persistently achieving high production targets, and quality scores. My team was significantly larger than others on the project, making my role challenging and rewarding.

     

                    Under-performance was identified and addressed early, contributing to 100% retention and progression of all my case handlers. I focused on maximising each individual’s performance, and unplanned absence from my team was extremely low.

     

     

    Northern Rock (UKAR, NRAM)

    Mortgage Complex Complaint Handler  (Equiniti Hazell Carr)

    Newcastle

    20 August 2012 – 7 December 2012

                    I investigated complex complaints, gathered evidence, upheld or rejected complaint based on a robust rationale, and issued the Final Response Letter.

                    I managed a range of complaint issues resulting from migration of mortgage accounts from Northern Rock to Bradford & Bingley platform, and change of Terms and Conditions (T&Cs) due to the Bank’s change from new mortgage lender to asset manager only.

                    Complaints included secured and unsecured debt management, re-apportionment of payments between secured / unsecured loan accounts, flexible features such as further advance, payment holiday, borrow back and interest only period; customer service issues, arrears and repossessions.

                    I managed multiple customer’s mortgage cases against a backdrop of recession and financial difficulty which was being experienced throughout Northern Rock’s mortgage loan population, and in the UK economy as a whole. My role therefore included mortgage retention, identifying customer financial difficulty, and potential vulnerability. These events were identified through building rapport with the customer, and supportive questioning which in turn allowed me to identify the cause of mortgage arrears. These causes would typically be lifestyle events such as sudden loss of income, family break up, or lifestyle, budgeting or vulnerability issues.

     

    LLOYDS BLACKHORSE

    Payment Protection Insurance Complaint Reviewer  (Huntswood)

    Cardiff

    16 January 2012 – 15 August 2012

                    Past Business Review (PBR) of PPI complaints from customers and complaint management companies (CMCs).

                    I assessed chains of multiple refinanced loans spanning a variety of product types and changing regulatory regimes such as GISC (pre January 2005), FSA (post January 2005). Upheld or defended each claim with a robust rationale justifying the outcome

                    Customer/CMC complaint points assessed against a time matrix showing evolving regulatory regimes, product features and complaint points. I selected and created the final response letter based on the complaint category (account live, paid early, full term, multi-account, multi-decision, CMC response, reject claim, no PPI on account, FOS liaison). I achieved and exceeded challenging case productivity and quality targets.

     

    BRITISH GAS ‘DYNO-SECURE’  

    Home Security Contracts Past Business Review

    Team Lead and Complaint Handler  (Huntswood)

    Cardiff

    30 November 2011 – 13 January 2012

                    I identified, categorised, reviewed, calculated remediation where doubt existed as to whether customers had benefitted from home security features that applied to the level of service they had selected. Customer contact, payment of redress and compensation. Handled incoming telephone and written complaints. My workflow management ensured project confidentiality and achieved completion within 6 week timescale.

     

    KPMG (client Northern Rock Asset Management)

    Payment Protection Insurance Review and Remediation

    Payment Protection Insurance Complaint Handler

    Leeds

    31 October 2011 – 14 November 2012

                    I reviewed PPI files for potential mis-sale. This included data gathering, customer contact, and uphold or declined. Decision rationale created and final response letter issued. Policy cancellation and financial redress was based on single premium, monthly premium and multi-loan policies.

     

    SCOTTISH WIDOWS

    Pension Transfer – Past Business Reviewer  (Momenta)

    Aylesbury and #########

    25 October 2010 – 23 September 2011

                    I reviewed pension transfers to test clarity of advice, process and outcome. Ceding Schemes were RAC, PPP, SIPP, Stakeholder. Protected Rights, Non-Protected Rights, Graduated Pension, SERPS, State Second Pension. Evaluated client investment choice, attitude/capacity for risk, insistent transfer, guaranteed annuity rate, life cover, waiver, exit fees. Fact find, illustrations, suitability report, evaluating whether correct advice was given on benefits of pension transfer, and whether fully and accurately recorded.

     

     

                    Data gathered from the ceding scheme where product features were incomplete; for example annual management charges, bid/offer spread, market value adjustment, terminal bonus, inflation. Actuarial calculations obtained to rebuild projected growth rates. Achieved and exceeded productivity and quality targets.

                    I assisted the actuarial team, assisting them with testing outcomes on redress calculators.

     

    BARCLAYS PARTNER FINANCE

    Consumer Credit Act Section 75 Complaints  (Huntswood)

    Complaint Handler: Point of Sale Finance

    Cardiff

    24 May 2010 – 22 October 2010        

                    My role was to categorise and reduce a backlog of Financial Ombudsman Service and Executive complaints which had exceeded the 8 week service level agreement. I led induction, training, coaching and supervision of new recruits. Oversaw QC accreditation and achievement of production targets. Achieved management recognition for consistently exceeding production targets while supporting the team.

                 

                    Point of sale retail complaints raised by consumers, CMCs and trade bodies such as the Office of Fair Trading (OFT). Complaints related to purchases of consumer goods ranging from cars and furniture to educational courses. These goods had been purchased with a Barclays credit card, hire purchase or unsecured loan. Claimants were unhappy with goods and services purchased. Section 75 of the Consumer Credit Act permitted customers to hold the Bank as credit provider, jointly liable for service and product failure, along with the retail provider.

     

                    I gathered evidence and mediated between the retailer and purchaser by telephone, and upheld or declined the complaint, summarised the outcome in a rationale, and issued the Final Response Letter with FOS rights. I arranged policy cancellation, and premium refunds of policies covering single and multiple loan accounts, and payment of interest and compensation.

     

                    This mediation frequently involved the identification of customers experiencing financial difficulties as the root cause of non payment or erratic payment of their loans. Once identified, I would agree a process of payment recovery with the customer. This included supportive discussion of the source of financial difficulty, and following completion of a lifestyle and income and expenditure form, a payment plan which could be reduced payments, payment holiday, or an extension of the loan. As a result, my team and I achieved an increasing level of retained payments and future and ongoing business for the bank.

     

                    PPI Complaints sample telephony review for Barclaycard Head of Complaints Monitoring, Northampton (secondment). Observed adherence of sales advisers to approved PPI sales scripts which were amended over time and regulatory environments between 2004 and 2008. The focus was on off script dialogue covering budget and cost of premiums. Identified where the customer may have been led, mis-informed or required information omitted. I added streamlining input to this monitoring process and received very positive feedback as a result.

     

    CLYDESDALE BANK and YORKSHIRE BANK (now Virgin Money)

    Payment Protection Insurance Review and Remediation

    Payment Protection Insurance Complaint Handler

    Glasgow

    08 February 2010 to 1 May 2010

                    I assessed claims from customer and complaint management companies on cases with multiple policies. I gathered point of sale documentation and evidence from call recordings and by calling the customer. Customer concerns and CMC allegations were then mapped against the Bank’s matrix of regulatory guidelines, product features and advised/non-advised processes.

     

                    The complaint was upheld or declined. I carried out redress calculations for scenarios where the loan repayment term had been completed, was still live or had been repaid early. I issued FRLs to claimants with FOS rights, enclosing copies of point of sale documents which evidenced the customer’s decision to purchase or decline the PPI.

     

    SANTANDER

    Payment Protection Insurance Review and Remediation

    Payment Protection Insurance Complaint Handler  (Huntswood)

    Leicester

    02 March 2009 to 05 February 2010

                    Inbound call handling from PPI policy holders querying the validity of insurance attached to their loans. Complaint points were logged, taking care to note all complaint points when the customer expressed dissatisfaction. Complaint typically related to customers feeling pressurised into taking the PPI, being told they had to take the PPI in order to get the loan, eligibility, employment status, previous claims or incapacity, policy exclusions and change of circumstances since taking the PPI.

                    As a team member assigned to complaint investigations, I gathered sale documentation, assessing the sale type; advised, non-advised, branch, postal or internet. Claimants were contacted to verify their claims where ambiguity existed.

                    Where complaints were upheld, I calculated financial redress for scenarios in which the loan had been paid off, was still being paid, or had been repaid early. Payment redress, interest and compensation were calculated and payment to the customer was arranged.

                    I rekeyed revised loan applications and issued new loan agreements with PPI removed.

                    Management Data and our ‘Respond’ complaints workflow system was maintained at all stages from recording the complaint to investigation, decision, rationale, calculation and payment of redress.

     

    Independent Financial Adviser trading as BRIGHT MORTGAGE and FINANCE

    Partner, Whole of Market Mortgage and Pensions Adviser

    #########

    July 2005 – January 2009

                    Life assurance and Mortgage business development for individuals, families and businesses. I managed mortgage advice and processing with lenders, life assurance companies, surveyors, conveyancers, and clients.

                    Sourced mortgage products through lending search engines such as Trigold.

                    Remuneration was 100% commission/fees. Self-motivation was imperative as my position was not salaried.

                    Fact find meetings and presentation of financial solutions was arranged at the client’s home or business, or by telephone.

     

     

     

    HALIFAX  (Intelligent Finance)

    Team Coach and Customer Service Adviser

    Livingston and Rosyth

    Pos                             May 2000 – July 2005

                    I joined the Bank as it prepared for launch as a challenger offering mortgage, loan, credit card and savings accounts by internet and telephone. The Bank’s proposition was to link customer’s mortgage, savings, ISA, personal loans and credit cards through offsetting which would save mortgage interest. During pre-launch, I was seconded to outsourced IT supplier Vision Consulting, where I tested system and telephony upgrades.

     

                    I handled high volumes of telephone calls from customers, IFAs and regional sales executives, placing mortgage, savings, ISA and loan business. Applications were completed to agreement in principle stage, or to application fulfilment and issue of the application pack for completion and return with supporting documentation.

     

                    As Team Coach, I provided ongoing support to call handlers through call monitoring, feedback and sharing best practice.

     

                    I investigated and resolved customer service complaints, typically relating to call waiting time, mortgage application processing and post sale servicing.

     

                    I maximised business opportunities by using listening and questioning skills, and focus on customer needs and wants, for example saving interest by mortgage offsetting.  

     

                    I developed an excellent on the job knowledge of mortgage, personal loan, current account, savings and Accident, Sickness and Unemployment Insurance products.

     

                    I assisted the team and mortgage account holders directly where they reported or the bank identified that they were experiencing difficulty in maintaining their mortgage payments. To minimise the risk to the customer and bank, we contacted these customers and identified the cause of the arrears. We developed questioning that allowed us to identify whether the source was an unexpected lifestyle event such as redundancy, bereavement or family break up, or whether the customer could be considered vulnerable and required additional assistance or counselling. We completed income and expenditure questionnaires to establish affordability, both immediate and ongoing, including lending into retirement. Solutions we offered were typically offering a payment holiday, extension of mortgage term, deferral of interest or in a few circumstances, a change of mortgage repayment method to interest only. Ongoing assistance was provided, and a high degree of mortgage retention was achieved. Cases were referred to Legal and other teams where customer non-compliance or issues such as suspected fraud were found.

     

                    Worked flexible hours and skill groups according to changing business needs.

     

                    Developed knowledge and efficient use of IT and telephony software applications in a very busy and pressurised business environment.

     

                    Ongoing professional development and awareness of compliance initiatives: MCOB, ICOB, TCF, Money Laundering, DPA, Mortgage Code, Banking Code.

     

                    As the Bank developed, I piloted outbound business development calls to customers and IFA calls. This was principally to progress mortgage applications that had not progressed beyond agreement in principle. I was a key contributor to the development of the mortgage underwriting appeals process.

     

                    I led a technical and web support team, assisting customers and IFAs with account set up, web access and password issues.

     

     

    SCOTTISH WIDOWS INVESTMENT MANAGEMENT

    Unit Trust, ISA and INVESTMENT BOND   Client Services Consultant

    #########   1996 - 2000

                    Key contact centre team member, taking calls from investors relating to new business, valuations, balance transfers, fund performance, unit holdings.

                    Servicing and administration of Unit Trusts/OEICs, ISAs, Corporate Bonds, Guaranteed Income Bonds, High Income Bonds, Personal Equity Plans.

                    I processed new business, ISA transfers in/out, stock transfer forms and valuations.

                    I managed and investigated complex queries and complaints relating to key facts, T&Cs, investment performance, yields, dividends, tax credits, fund charges, service levels.

                    On completion of my investigations, I prepared and sent detailed and accurate letters to customers presenting my findings.

                    I participated in model office and group testing of software and telephony systems implementation and upgrades.

                    I participated in, and led training and coaching sessions and mentored colleagues and new recruits.

     

    HERIOT WATT UNIVERSITY, #########

    MA Honours Economics

    #########   1991 – 1996

                    Micro/macro-economics, investment theory, maths & stats, business law, financial, cost & management accounting, East Europe, Economic Growth comparison: UK / S.Korea.

     

    JAMES LYTLE IFA

    Independent Financial Adviser

    Brighton, East Sussex 1988 - 1991

                    Independent Financial Adviser. Arranged mortgages, personal and business life assurance and critical illness cover, by referral from accountants; legal conveyancers and radio advertising.

     

    STUART WYSE OGILVIE ESTATES

    Mortgage, life, pensions and investment adviser

    #########   1987 - 1988

                    Advised and arranged mortgages, personal and business life and critical illness cover, residential property viewings and sales.

     

    OLD MUTUAL WEALTH - LIFE and PENSIONS

    Mortgage, pensions and investment adviser

    #########  1983 - 1987

                    Direct sales. Generated my own leads through business and social networking, referrals and sales campaigns – personal and business whole of life and term life cover, mortgages, pensions

     

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