Gary White Email & Phone Number

Glasgow City, Scotland, United Kingdom

Glasgow City, Scotland, United Kingdom

Glasgow City, Scotland, United Kingdom

Glasgow

Investigate, formulate and respond to PPI complaints on Mortgages, Credit Card and Loans.

Work in Customer Engagement dealing with PPI mis-selling allegations.

The role is to both co-ordinate and monitor complaint handling across the organisation and, where appropriate, carry out the investigation of serious or escalated complaints through to resolution. The role included investigation of Compliance issues in respect of miss-selling or bad advice given by AXA's field Sales Executives. Compliant co-ordinationEffectively support colleagues to ensure that the organisation is continuously improving policies and procedures in order to deliver customer focused services.Track response progression to identify root cause and make appropriate recommendation to line management.Understand how complaint policies and procedures inter-relate with other key corporate policies.Ensure compliance with the legislative framework and guidelines for handling complaints. Serious Complaint Resolution Fully investigate escalated complaints received from both internal and external customers.Assess difficult and aggressive situations and make decision on how best to handle it.Draft and create clear and precise decision letters in a language that the customer will understand.Accurately log all complaints on the database.

Effectively handle all types of commercial claims including Material Damage, Property, Goods in Transit, Hauliers, Personal Accident and Sickness, Hotel, Surgery and Shop. Book up new claims, query invoices, chase accounts, pay claims and also liaise with underwriting to ensure that the policy cover is in force at the time of incident and repudiate the claim if it was not.

Provide an On-line referral point for subordinate staff and peers alike. Monitoring the quality, and level, of the business coming in from the North and South of England, Northern Ireland and West and Central Scotland. Ensure a high level of customer service standard is achieved and then maintained which will allow a high level of business retention and possible new opportunities.

Acting as deputy to the manager and handling all aspects of customer care and new business relating to the branch. Also covered other branches in Scotland if staff shortages occurred

Branch Manager of Insurance Broker

Covering branches in West of Scotland and Northern Ireland if manager, supervisor or staff member absent.

Centre member of staff handling enquires and selling policies through a panel of insurers. Further offered other services provided by the AA to members of the public.Worked within the Accounting Department of the Scottish Headquarters dealing with processing of membership application fees and associated payments when joined the AA.