Working in a dual role as a compliance manager and a financial adviser.Advising clients on potential pension switches, investments and insurances, drawdown procedures and annual reviews. Seeing clients both face to face and dealing with them over the phone and by online meetings. Ensuring regulatory standards are upheld in order to provide high quality, suitable advice and help build the profile of the company.As a compliance manager, I have quality checked both the pre- and post-advice of our advisers, and have been integral in enhancing the quality of our annual review process and overseeing a considerable improvement in quality from the advisers in this area by producing internal documents to aid the process, writing and delivering training and the ongoing checking and feedback to the advisers upon completing quality assurance on their cases.Acting as a point of reference for the advisers, paraplanners and researchers on difficult cases, complaint handling, FOS liaison and being responsible for the AML / EDD of the client base, also acting as the MLRO.

Working on a litigation project, making sure the risk, actions, issues and decisions logs are kept up to date, chasing the managers responsible for updates and comments on delivering to a target date.Ensuring key points from senior managers meetings were communicated to those whom might be affected. Assisting the project manager in the production of reports and risk assessments.Responsible for onboarding new project members and offboarding the leavers.

Assessing the alleged mis-sale of payment protection insurance, life assurance and keyman policies, as well as a range of administration complaints. Considering sales evidence, and ultimately the suitability of the recommendations made by advisers, against consumer and business testimony in order to reach a fair and unbiased opinion. Following the review, a decision would need to be made if anything further was needed in order to resolve the matter, such as the level of redress needed to put a client back in the position they should have been in, and if any distress and inconvenience payment should be made. Latterly, acting as an expert adjudicator to mentor and be a point of reference for teams of new adjudicators and help them through the accreditation process and beyond.

Due to the target driven nature of the business, we had to ensure we abided to strict time scales to achieve the most appropriate course of action for the client. The role required the assessment of payment protection insurance sales in connection to loans, credit cards and mortgages, comparing consumer testimony to the applications, credit agreements, policy documents and process knowledge in order to resolve a complaint.As part of the role, I engaged proactively as a deputy team manager, attending meetings, gathering management information, distributing cases to the handlers and obtaining regular updates from the team throughout the course of the day.

Dealing with insurance complaints linked with additional mortgage lending.Dealing with third party lenders and insurance, as well as discussing complaints and outcomes tactfully with clients so they could understand our approach and how we reached the outcome.Reviewing procedures, point of sale documents and recordings and calculating redress settlements.

Working in branch conducting face to face Know Your Customer reviews with bank customers ensuring their satisfaction. Opportunities were identified to sell and renew the range of banking products including loans, credit cards, packaged accounts, home insurance, ISAs, home insurance and referrals to financial and mortgage advisers.Complaint resolution skills were key, and being able to motivate key staff to generate interviews/leads.

Beginning as an administrator before being promoted to technical consultant and then being given a team leader position to run alongside when the team reduced in size.Quality checking the work of multiple teams, for ‘cradle to grave,’ and taking technical queries from the administrators.Training new members of staff and writing guidance and training for existing members, including additional training.Oversaw a project to introduce a new system to the medical team, resulting in the completion of a large backlog of work, streamlining the process for new work so no backlog built back up, enabling some medical team members to move into other areas of the department where more people were required.