Arvinder Bains Email and Phone Number

• Completed Level 1 quality assurance reviews within service level agreements.• Monthly thematic reviews to ensure fair customer outcomes and adherence to regulatory requirements.• Allocated monthly workloads with regular review to ensure targets were met.• Identify skill needs and gaps, making appropriate recommendations to management.• Provided feedback to call centre agents, this involved coaching, dealing with challenges when agents did not agree and clearly explaining processes. .• Suggested improvements in processes to improve efficiency, several were implemented.• Proactively contributed to monthly reporting, providing detailed commentary on trends.

• Quality checked letters.• Proactively managed a case load ensuring tasks were completed within defined service levels for telephony and administration.• Worked within the customer liaison team, dealing with mortgages from the initial arrears stage up until and including eviction and any form of litigation action.• Effectively dealt with and assisted vulnerable customers and other complex cases.• Directly involved with employee development and supervisory tasks.• Provided clear direction for others whilst I met and at times exceeded challenging targets.• Nominated for ‘Charter Champion’ in 2017, a quarterly recognition of individuals who have met the company values.• Complaint handling which involved root cause analysis and identifying areas for improvement.• Assisted with updating and creating process flows for training of new staff.• In depth analysis of customers’ accounts to ensure the right outcome was achieved for the customer and the business.