Chloe Mcfarlane Email & Phone Number

South Quay, London

•My current role at the Financial Ombudsman Service is within the No PPI team reviewing complaints regarding the mis-sale of payment protection insurance (PPI) on mortgages, loans, credit cards, hire purchase agreements and store cards where a consumer is disputing the original decision of the business.•Meeting and exceeding demanding targets within timescales to a high quality. •I review cases to a high standard and maintain a high QA Pass rate.•I regularly liaise with consumers and businesses maintaining a great rapport from allocation to decision. •Issue letters to both consumers and firms detailing reasons for decision and what evidence led to conclusion •Issuing offer letters to consumers where the business have agreed to uphold.•I am confident when making a decision on the outcome of a case, and remain impartial and consistent with both parties to the complaint.•Good organisation skills are extremely paramount within my role to ensure cases are reviewed within our timescales.•The ability to adapt to all situations presented with consumers, as some cases and consumers can be extremely difficult.

•I worked as an experienced PPI case handler for Lloyds banking group on a project with Deloitte and Momenta.•I review and decision cases as to whether or not a policy on an unsecured personal loan was missold to a customer.•This consisted of a very detailed full review of the complaint which requires me to gather relevant evidence, liaising with the customer’s to discuss concerns and check credibility and analyse the customer’s circumstances at the time of the sale.•I worked in a very target driven and busy environment and worked to a high standard of quality.•Quality within this role was extremely paramount as we must come to the fairest conclusion for the customer as well as the bank. I created a great rapport with customers and took every aspect of the complaint into consideration. •As well as being an experienced PPI case handler, I was also a deputy team leader and managed a team of case handlers on a regular basis. This consists of me boosting the team morale and being available for support when this is needed, going to the managers’ meetings twice a day and also giving the team huddles. •I was also selected and trained to work cases that had been sent back from the Financial Ombudsman Service and re-opened complaints as I was one of the most experience case handlers on my operations line

•Within this busy, varied role I was responsible for a host of administrative duties whereby I would receive and deal with all clients’ paperwork in relation to Payment Protection insurance.•This involved logging the details of the PPI onto the computer system, liaising with the Case Handler and the Payments Team in turn but the most important aspect of this role was that all information had to be 100% accurate so attention to detail was paramount.•In addition to this I also completed a similar role setting up credit card cases with MBNA and Cahoots and mortgages with Paymentcare.•Other duties included: Data entry using Microsoft Word and Excel, ad-hoc administrative tasks and liaising with branches and third parties.