Daniel Gapes Email & Phone Number

London, England, United Kingdom

Consumer Finance SupervisionCredit Brokers Portfolio (June 23 - Present)Credit Brokers and Mortgage Intermediaries (Nov 22 - May 23)- Lead supervisor responsible for overseeing a portfolio of c.19,000 full and limited permission Credit Broker firms

- Maintain a high caseload of our most technically complex consumer complaints predominantly within Consumer Credit, Section 75 and Insurance.- Critically review contracts for financial products, examining policy documents and product literature to ensure compliance with regulatory guidelines.- Evaluate all available evidence and interpret UK/EU laws and legislation before providing a fair, clear and unbiased resolution both in written and oral form.- Effectively and sensitively… Show more - Maintain a high caseload of our most technically complex consumer complaints predominantly within Consumer Credit, Section 75 and Insurance.- Critically review contracts for financial products, examining policy documents and product literature to ensure compliance with regulatory guidelines.- Evaluate all available evidence and interpret UK/EU laws and legislation before providing a fair, clear and unbiased resolution both in written and oral form.- Effectively and sensitively look after our most challenging and vulnerable consumers’ complaints.- Analyse and identify areas of improvement across the department then put action plans to senior colleagues with the aim of streamlining ways of working and providing a better service to our external stakeholders.- Identify risks and data breaches then flag these to the relevant support and security teams.- Facilitate ‘complex case reviews’, working collaboratively with senior managers to produce monthly progress updates and MI for the Board.- Provide technical advice to financial businesses on the Ombudsman’s approach to certain complex cases before our official involvement.- Direct point of contact for a number of consumer credit institutions; chairing bi-weekly meetings to discuss arising trends and resolve any issues directly, avoiding standard escalation procedures which result in lengthy delays.- Write and facilitate various training sessions to upskill colleagues so as to improve knowledge and departmental performance across all KPI’s. - Mentor and develop new to role colleagues to ensure they pass probation or go for promotion to the next grading. - Coach existing, experienced colleagues on performance improvement plans so that they have the opportunity to succeed.- Conduct regular quality assurance checks within department, providing clear, constructive feedback to colleagues, resulting in a 20% ‘quality pass rate’ improvement.- Completed ICA Certificate in Compliance (Distinction) Show less

London, United Kingdom

- Provided a great customer service experience for consumers and businesses via telephone, email and post. - Set up complaints on the system and answered queries.- Investigated and resolved PPI complaints.- Managed a high caseload, ensuring all objectives were met in a timely manner.- Obtained qualification from International Compliance Association - ICA Certificate in Compliance.

London, United Kingdom

- Welcomed customers at the help desk, offering assistance with their day to day banking needs.- Executed customer transactions including deposits, withdrawals, bill payments and cheques.- Upheld strict financial controls by keeping funds secure and accurate within my till.- Monitored customer behaviours and upheld strict banking protocols to prevent fraud and theft.- Responsible for balancing and replenishing cash machines and managing the bulk safe.

Romford, United Kingdom