Emma Appleton Email & Phone Number

United Kingdom

Sydney, New South Wales, Australia

Worked on a Fee for No Service project for an Australian Bank, reviewing the banks failure to deliver ongoing financial advice to customers who had been charged for those services. Leading a team that contributed to successfully assessing over 250,000 customers and refunding over $1.1 billion. ● Managed a team of 15 people to set Key Performance Indicators (KPI's) and reporting results to the Senior Manager● Developed and Coached team members regarding Quality Standards across the project in order to maintain the required level of regulatory driven output● Allocated cases to ensure each team member was able to meet their 30 case target● Assisted the team with methodology questions● Daily reporting to stakeholders on project deliverables● Identified risks within the project and raised these to management● Provided initial training to 60 new starters and weekly training sessions to over 250 existing staff on process and methodology updates● Interviewed over 100 candidates for the Case Assessment team● Managed and built an open communication relationship on a daily basis with Senior Management, Business analysts and external consultants

Sydney, New South Wales, Australia

Worked on a Fee for No Service project for Australia’s largest bank, reviewing the banks failure to deliver ongoing financial advice to customers who had been charged for those services. Leading a team that contributed to successfully assessing over 250,000 customers and refunding over $1.1 billion. ● Managed a team of 15 people to set Key Performance Indicators (KPI's) and reporting results to the Senior Manager● Developed and Coached team members regarding Quality Standards across the project in order to maintain the required level of regulatory driven output● Allocated cases to ensure each team member was able to meet their 30 case target● Assisted the team with methodology questions● Daily reporting to stakeholders on project deliverables● Identified risks within the project and raised these to management● Provided initial training to 60 new starters and weekly training sessions to over 250 existing staff on process and methodology updates● Interviewed over 100 candidates for the Case Assessment team● Managed and built an open communication relationship on a daily basis with Senior Management, Business analysts and external consultants● Worked closely with our in-house Salesforce team to design a new platform to complete cases and perform UAT on the system increasing productivity of cases by 50%

Sydney, New South Wales, Australia

Worked on a Fee for No Service project for Australia’s largest bank, reviewing the banks failure to deliver ongoing financial advice to customers who had been charged for those services. Worked within an operations team on a small batch of cases post review that required completion of final response letters, refunds and customer and advisor queries.● Quality Assurance of cases assessed by the off-shore team with a target of 30 cases per day● Liaised with a third party company each week to arrange production of over 200 refund letters● Dealt with email and telephone queries from Advisors and Customers● Made batch payments to refund customers on a weekly basis● Allocated work to the team on a daily basis depending on priorities of the project● Trained 12 new starters on the process

London, England, United Kingdom

Worked on a Payment Protection Insurance (PPI) project for a UK bank. Identifying whether the customer was wrongfully charged PPI on their loans and credit cards when they were not eligible for the product. Contributed towards the project successfully assessing over 125,000 customer cases and refunding over 800 million GBP.● In-depth investigation and end to end review of 5 cases per day● Made an objective decision on whether to uphold or defend the case and provide sufficient rationale● Write a Final Response Letter to the customer detailing the outcome of the complaint● Calculate the refund due to the customer along with any interest ● Always obtain and maintain a minimum of a 95% QA score and meet weekly production target

London, England, United Kingdom

Worked on a Payment Protection Insurance project for a UK Bank. Worked within the Change Management team to look closely at any gaps in the process and methodology to ensure cases could be completed on time to meet the SLAs. ● Arranged regular meetings with Case Handlers, Team Leaders and Senior Management to find the areas that require improvement and working to find a resolution for the issues● Created over 10 proposals for possible changes and presented these to the Senior Management Team● Presented training to Case Handlers and Team Leaders when new business changes were going live ● Ensured that process maps were fully up to date at all times● Provided an in depth Root Cause Analysis each day for all cases that had breached the 90 day SLA● Chaired daily meetings/conference calls with the Senior Management Team and the Heads of Project to present the findings as well as the team in Asia to discuss and improve the gaps between the two sites

London, England, United Kingdom

Worked on a Payment Protection Insurance (PPI) project for a UK Bank. Identifying whether the customer was wrongfully charged PPI on their loans and credit cards when they were not eligible for the product. Contributed towards the project successfully assessing over 2.3 million customer cases and refunding over 19.2 billion GBP.● End to end review of the customer’s complaints with a target of 3 a day● Called customers to discuss specific complaint points and document findings● Made an objective decision on whether to uphold or defend the case and provide sufficient rationale● Calculate the payment due to the customer and made payment● Always obtain and maintain a minimum of a 95% QA score and meet weekly production target● Checked 5 of my colleagues’ cases a day to ensure they have been completed correctly and provided feedback and assistance where necessary

City Of London, England, United Kingdom

Worked on a Payment Protection Insurance (PPI) project for the Financial Ombudsman Service. Assisted adjudicators in ad-hoc tasks to ensure case competition by relevant SLAs