Chris Bartlett Email & Phone Number

Leeds, Gb

Leeds, United Kingdom

Responsibilities include: Managing own workload in a targeted and pressured environment. Within the role as Handler I have investigated every type of credit product across the operation dealing with PPI-mis-selling complaints exhibiting adaptability and agility to meet demands of the business.The nature of the topic meant daily changes to processes as a result of either internal or FCA learnings and these were taken on board for immediate implementation. Maintained audit success, productivity and desired personality behaviors to elevate to a Senior Handler role which equated to increased remuneration. Internal Subject Matter Expert, referral point and tasked with checking colleagues standard of work. Accompanied many groups either new to the business or to the relevant process from induction to competency by coaching and mentoring. Was part of an I.T. testing group tasked with improving complaint handling for every workstream, not just my own.Travelled to other parts of the country to support new projects. Was responsible for providing coherence and guidance as well as writing and delivering training when presented with an ad-hoc operation of arrival. Created and rolled out end to end training including calibration testing and role playing. Worked together, positivity and collaboratively with colleagues ensure the delivery of one constant approach.

Leeds, United Kingdom

Responsibilities included: Handling Financial Conduct Authority reportable Motor and Home Claims complaints escalated from front line services to their conclusion including managing customer’s expectations, liaising with related stakeholders, and sourcing information from independent sources to then use investigation skills to provide solutions to the satisfaction of both company and customer. Team Management duties included; assigning and regulating staff workflows, attending management leadership meetings and subsequently controlling release of processes changes and information to front line staff using question and answer techniques to achieve acceptance of change to day-to-day working practices. Collating performance statistics to assess departmental performance and identify trends and performance issues. Referral and authorisation point, and liaison for department Improvement Team. Implemented and provided coaching for new claims handling software, including floor walking and coaching expertise and support to other sites for the installation and introduction of new complaint handling software.Team Audit Champion focusing on staff audit performance. Initiated and led department wide Problem Solve exercises to indentify causes of internal audit failings and introduce solutions which led to improvement. Internal and inter-departmental referral point. Independently initiated data gathering project to improve productivity within the team both regionally and nationally. Employee of the Month July 2013.Part of a working group that affected every customer facing business area in a project based on Financial Conduct Authority findings. Involved designing and pilot testing a new I.T. programme that empowered front line staff and drove improvements to resolve complaint quicker for the customer and reduced workloads and costs for the company overall. It also managed risk and maintained the company reputational profile in a highly regulated industry.

Leeds, United Kingdom

Responsibilities included: Management of a case load of pre-registered claims for stolen motor vehicles with fraud and non-fraud concerns, focusing on the identification and recording of proven fraud. Through the use of conversation management in interviews, industry databases (MIAFTR, Experian, Equifax, HPI, CIFAS, Thatcham) and external assessor’s reports and bespoke investigations tailored to each case I was responsible for deciding if indemnity would be provided.Auditing colleagues, mentoring and providing feedback; acting as Key Performance Indicator (KPI) Champion to management assigned topics, and acting as a team and department technical reference point. Membership of a decision making panel effecting departmental policy. Maintaining a continuous active recognition of fraud sensitive issues including detection, investigation and prevention utilising multiple databases tools and techniques. Acting in a cost-cutting focused team that has a high profile internally, and has subsequently delivered fantastic results far exceeding its targets. Appearing in court representing company interests. Field experience with external investigations. Complied and completed regular statistics reports that were reviewed by the rest of the company to assess departmental performance, which identified trends and performance issues.

Ba, Media Production

BA(Hons) Media Production

Education record