Charlotte Johnstone Email and Phone Number

-Perform end to end review of KYC profiles, ensuring that the KYC records adhere to local and firmwide for KYC and regulatory requirements.-Maintain high standard quality whilst also maintaining productivity.-Manage personal workload and priority items, and ensure timely escalation of key risks/issues to management.-Keep informed of and apply any changes to processes, procedures and regulatory obligations.-Identify and execute process improvements and provide Subject Matter Expert support on key process and technology initiatives.

My current position was a promotion which includes working in a regulated complaints role with a strong knowledge of the FCA regulations and TCF. I have communication skills and experience of speaking to customers directly, delivering an excellent and professional service. Proven letter writing and telephone skills with the ability to remain calm when dealing with dissatisfied customers. I also have negotiation skills along with the ability to build rapport with both customers and clients. I am to show empathy and understanding to vulnerable customers. I am very PC literate on word processing and spreadsheets and databases.

This position gave me the experience to become a confident communicator and take on new challenges in an established business. As a Customer Service Consultant I helped customers’ to make the big decisions for their future by handling a range of inbound calls regarding their finances. This involved dipping into my empathy, and ability to help members get the right outcome for them. During my time here I was quickly promoted to a senior consultant due to the hard work and effort I put in to each and every call, never treating any the same as each customers needs were different.