Craig Masson Dipfa Email & Phone Number

Newcastle Upon Tyne, Gb

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, United Kingdom

Resolving adviser queries relating to commission via online contact and telephone.Holding fortnightly query review meetings to ensure adviser experience expectations are met.Investigating complex queries involving monthly and yearly reconciliation of commission data.Prioritising workloads to enable an initial one working day response to all adviser contact.Creating and maintaining working relationships with external departments, providers and advisers.

Newcastle Upon Tyne, United Kingdom

One of the largest Financial Advisory Service networks in the UK consisting of over 3,000 Financial Advisors based nationally.Coordinating of all commission statements received totalling over £20m per month.Weekly and monthly reconciliation of all commission processed and received into the company bank account to identify errors and anomalies.Providing Finance department with highly accurate reconciliation data which can be reported to CEO level.Ensuring all statements received… Show more One of the largest Financial Advisory Service networks in the UK consisting of over 3,000 Financial Advisors based nationally.Coordinating of all commission statements received totalling over £20m per month.Weekly and monthly reconciliation of all commission processed and received into the company bank account to identify errors and anomalies.Providing Finance department with highly accurate reconciliation data which can be reported to CEO level.Ensuring all statements received are uploaded to payments system without delay to provide efficient commission payments to our advisors.Identifying any statements which have not been received within an acceptable timescale and coordinating a team to chase these statements with providers.Analysing daily bank receipts to make sure regular commissions payments have been received as expected.Answering commission queries from Financial Advisers and colleagues.Heavily involved and responsible for testing/creating new centralised payments system used throughout the business with comprehensive reporting suite. Show less

Newcastle Upon Tyne, United Kingdom

Responsible for the control of workflow throughout the commission processing team.Managing multiple spreadsheets used to accurately log data and all commission payments received into bank account.Coordinating resources within team to ensure weekly payment run deadlines are met.Processing commission statements to a very high level of accuracy.Reporting processed commission figures and outstanding figures to higher management.

Sunderland, United Kingdom

Conducted motivational meetings to discuss performance, issues and business updates.Managed working relationships with various offshore partners to ensure a high quality of work during transitional period.Analysed quality of work being received from offshore teams and used this data to report on areas of improvement.Identified knowledge gaps within team and conducted coaching to enhance their skills and maximise performance.

Sunderland, United Kingdom

Designed and updated training documents to be used by new/existing colleagues which clearly defined a workstream process.Analysed trends within appointment failures and helped implement solutions to rectify these and avoid further instances.Created Excel-based calculator to help 70+ advisers accurately log the amount of work being completed on an hourly/daily basis.Delivered coaching to colleagues to improve quality of work as well as increasing efficiency.

Sunderland, United Kingdom

Completed investigations to determine whether npower or an external agent was at fault for a customer's failed appointmentTrained new colleagues to a high standard and supported existing colleagues on a daily basis with any queries.Supported internal project involving Guaranteed Standards payments being automated instead of manually processed resulting in a more cost-effective process.Managed time effectively to ensure availability for manager and colleagues who need assistance… Show more Completed investigations to determine whether npower or an external agent was at fault for a customer's failed appointmentTrained new colleagues to a high standard and supported existing colleagues on a daily basis with any queries.Supported internal project involving Guaranteed Standards payments being automated instead of manually processed resulting in a more cost-effective process.Managed time effectively to ensure availability for manager and colleagues who need assistance without affecting own workload. Show less