Transferred from previous Pension role at end of contract due to proven ability onto other contract with company. Checking complex calculations performed on Credit Cards, Loans and Mortgages and providing feedback to Case Handlers to adhere to required standards.

Employed in Quality checking role from outset due to previous experience and knowledge. Part of a project to assess impact of previous calls made for customer settling pensions and if customers were given awareness of options available to themChecking said assessments made by reviewers and providing feedback where incorrect decisions reached. This was completed by assessing the same calls they were assessing as well as making sure any information relevant was located.Completing bespoke… Show more Employed in Quality checking role from outset due to previous experience and knowledge. Part of a project to assess impact of previous calls made for customer settling pensions and if customers were given awareness of options available to themChecking said assessments made by reviewers and providing feedback where incorrect decisions reached. This was completed by assessing the same calls they were assessing as well as making sure any information relevant was located.Completing bespoke tasks including aiding management with appeals by project including providing rundowns of why decision was either correct by checker or why I disagreed with decision.Played active role in discussions with client where cases needed further discussion at high level including providing written and verbal commentary. Show less

Part of a large project to review historic credit card sales and assess if customer were miss-sold Payment Protection Insurance (PPI). Reviewing all relevant sales paperwork to assess if information constituted misspelling of the product.Promoted to a Subject Matter Expert role given my expertise and experience within the rolePromoted to QC role from 2016 completing checking of the quality of review/remediation completed by colleagues as well as providing feedback

Part of Sales Quality function making outbound telephone calls to customers as part of the quality monitoring process. Dealing with mortgages, investments and protection products.Reviewing all relevant sales paperwork and preparation of appropriate script prior to making telephone contact.Undertaking data protection checks as appropriate, ensuring is it convenient to talk and managing customer expectations.Working through a structured process with the customer, using one of a number… Show more Part of Sales Quality function making outbound telephone calls to customers as part of the quality monitoring process. Dealing with mortgages, investments and protection products.Reviewing all relevant sales paperwork and preparation of appropriate script prior to making telephone contact.Undertaking data protection checks as appropriate, ensuring is it convenient to talk and managing customer expectations.Working through a structured process with the customer, using one of a number of standard scripts as a starting point. Personalizing and re-phasing questioning on a case by case basis whilst, at the same time, ensuring compliance with regulation and process/procedure.Building rapport, using open questions where possible and appropriate pausing to allow customers to tell their own story without being led. Additionally, introducing closed questioning and further ad-hoc questions as and when required to ensure a robust outcome can be determined (regardless of the nature of that outcome).Ensuring technical product and process knowledge is kept up-to-date in order to ensure any questions raised can be addressed in a professional manner.Recognise, acknowledge, document and immediately refer any complaint issues raised during the telephone call.Pro-actively manage own diary of appointed, non-appointed, re-appointed and follow-up telephone calls to ensure that all appointments are undertaken in a timely manner.Work flexibly, including some evenings and weekends in order to maximise the probability of customer contact where customers are not available during the regular working day.Complete sales quality report, grade the sale, including any further actions or requirements and update all systems/MI as appropriate.Manage/update sales quality database on an on-going basis, documenting any corrective action, further issues, adviser or customer contact, further action requirement, chase actions, referrals and any other peripheral items as may present themselves. Show less

Undertaking redress calculations, using appropriate calculation types as per outcome of business review.Reviewing data-gathering alongside the file review to ensure all necessary data is held in order to complete relevant calculation and that data is ‘not compromised’.Communicating the outcome of the review via letter to the customer, attorney or executor. This included using templates and bespoke wording as appropriate.Answering telephone queries from relevant parties, regarding… Show more Undertaking redress calculations, using appropriate calculation types as per outcome of business review.Reviewing data-gathering alongside the file review to ensure all necessary data is held in order to complete relevant calculation and that data is ‘not compromised’.Communicating the outcome of the review via letter to the customer, attorney or executor. This included using templates and bespoke wording as appropriate.Answering telephone queries from relevant parties, regarding both the review outcome and how calculations were determined. Additionally, identifying issues and escalating complaints as appropriate. Show less

Check quality of sales made by financial advisors as well as assessing their risk to the customer, the advisor and Lloyds TSB as a whole. The products checked for protection insurances are Critical Illness cover, Life Cover (CI and life under both lifestyle and borrowings), Permanent Health Insurance (Income Protection) and expenses on Death (whole of life cover). For investments we also check investment ISAs, OEICs and Personal Investment Plans (PIPs).Key ContributionsCommended for… Show more Check quality of sales made by financial advisors as well as assessing their risk to the customer, the advisor and Lloyds TSB as a whole. The products checked for protection insurances are Critical Illness cover, Life Cover (CI and life under both lifestyle and borrowings), Permanent Health Insurance (Income Protection) and expenses on Death (whole of life cover). For investments we also check investment ISAs, OEICs and Personal Investment Plans (PIPs).Key ContributionsCommended for my courteous manner when contacting customers to assess correct practices are followed by the advisorsRaised countless issues with colleagues to help the team deliver a consistent message.Gained Chartered Insurance Institute (CII) CF qualifications 1 -5.A process expert on the protection (life insurance products) part of the process.Highest productivity of current team without causing detriment to quality of work completed.Trained team members on the best way to complete process to aid their productivity.Designed and implemented process and procedure for completing rework of process including agreeing timescales with sales force and creating spreadsheet to both process the rework and create a structure. Show less