David Pidgen Email & Phone Number

Cardiff, Wales, United Kingdom

Managing the end to end remediation activities for a portfolio of Retail Business Banking Clients with the support of senior colleagues per the documented processes and procedures.Key contact with internal and external customers, communicating by both email and telephone.Delivering prescribed outcomes within the remediation delivery plan.Assessing potential and actual risk within portfolios to maintain group-wide policy requirements and minimum standards in accordance with agreed risk appetite. Populating and updating core data sets and systems. Maintaining excellent levels of quality.Raising any issues to the Remediation Support Team and support with any additional activities ie additional data required, investigations.Recognising any dissatisfaction from clients and raising complaints following all required processes.Quality Control for account opening documents.

Cardiff, Wales, United Kingdom

Handling a high volume of calls from Business Bounce Back Loan Scheme customers.Applying Pay As You Grow options for business banking customers in financial difficulty.Identifying expressions of dissatisfaction and logging complaints according to process.

Cardiff, Wales, United Kingdom

Handling a high volume of customer calls relating to Mortgage queries within agreed SLAs for average call handling time and after call work.Managing diary to ensure follow up actions are completed within agreed timescales.Identifying expressions of dissatisfaction and logging complaints according to process.Updating systems with inbound customer post and ensuring all relevant actions are taken.Consistently exceeded quality benchmark of 95%Constructing bespoke letters in response to written customer queries.