Afshan Sarwar Email & Phone Number

Manchester Area, United Kingdom

Manchester, England, United Kingdom

Stockport, England, United Kingdom

• Positively challenged colleagues across the PPI operation, sensitively sharing high quality feedback while maintaining positive relationships. • Identified risks such as debt management risks, errors in process guides and escalated these to the Policy team; ensuring action was taken in a timely manner and prevented the reoccurrence of arrears affected customers receiving incorrect redress offers. • Coached and mentored underperforming colleagues as the subject matter expert across the project, which enhanced quality and production results with an increased accuracy rate from 70% to 95%. • Guided new bank colleagues through central training and provided a 4-week route to competency resulting in an increased case resolution and improved business retention rate. • Highlighted and escalated any risk and trends on the back of quality assurance findings and feedback saving the bank millions in fines.• Applied specialist complaint handling skills and customer experience knowledge effectively to create positive customer outcomes aligned to the Co-operative customer relationship model.• Ensured any vulnerable customers were instantly flagged on the bank’s system and risk levels assessed accordingly ensuring all customers had access to their redress offer.• Maintained knowledge of all policy, procedural and regulatory requirements to ensure highest level of compliance, including General Data Protection Regulation (GDPR), Anti Money Laundering (AML), Know Your Customer (KYC) and Customer Due Diligence (CDD).

Manchester, England, United Kingdom

• Investigated and assessed customer complaints regarding Credit Card insurance mis-sales and offered redress where it was applicable.• Adhered to the daily call time targets and maintained 100% quality which resulted in an increase of productivity for the whole department. • Implemented a change regarding telephone manner which was approved by the project leader and resulted in reduced customer waiting times and a significant increase in positive customer feedback.• Advised customers regarding the company’s additional products and services and gained the client new customers.

Stockport, England, United Kingdom

• Managed the end to end customer complaint cycle to meet the expectations of the business, customer and third-party needs. • Delivered service excellence to achieve and protect brand reputation and maximise retention of the customer base. • Quality and Productivity scores remained at 100% throughout the project.• Coached new contractors to ensure their development whilst managing individual productivity and quality targets. • Researched, investigated, and gave feedback on common system errors to improve services for customers and workload efficiency.

Stockport, England, United Kingdom

· Working as one of the top performing experienced case handlers on the Co-operative Bank PPI project, computing complex calculations and preparing bespoke letters· Accredited on PPI complaints handling, including OPI cases (one of the most experienced case handler with OPI accreditation), which requires meticulous attention to detail.• Worked as one of the top performing experienced case handlers on the Co-operative Bank PPI project. Computed complex calculations and prepared bespoke letters• Accredited on PPI complaints handling, including OPI cases (one of the most experienced case handler with OPI accreditation), which required meticulous attention to detail.• Placed in charge of reviewing OPI process map and suggested changes to streamline the current process and therefore saved time and money.• One of the few senior case handlers who was tri-accredited in PPI, CPI and OPI.• Investigated and resolved PPI complaints fairly and at the earliest opportunity, efficiently and in a timely way in accordance with the established processes, rules and guidance.• Worked in a challenging and target driven environment. Achieved the high level of quality required on an ongoing basis across all areas of complaint handling. • Trained and supported new recruits on the process of redress and helped them as a mentor on any queries. Provided one on one coaching with new recruits and maintained on-going support.• Involved in various business streams including past business review, retrospective checking, post-offer queries, previously rejected complaints and helped reduce workload in the Document Gathering Quality Assurance team by being a responsible figure.