• End to end complaint handling reviewing a range of evidence including Credit Files and Income and Expenditure Forms from the point of sale to reach a fair outcome for the complainant on historic sales of Guarantor Loans.• Bespoke letter writing ensuring this is understandable for the borrower and accurately explains the outcome of the complaint.• Helping other departments when needed such as the FOS team.

• Ensuring all information required is held and contacting complainants for further information where necessary• Bespoke letter writing ensuring the outcome of the complaint is explained to the customer in a clear manner• Making decisions inline withy current regulatory guidelines and ensuring complainants understand their rights to go to the Financial Ombudsman Service• Leaving a clear audit trail to show how a decision has been reached• Completing KYC checks for each case to… Show more • Ensuring all information required is held and contacting complainants for further information where necessary• Bespoke letter writing ensuring the outcome of the complaint is explained to the customer in a clear manner• Making decisions inline withy current regulatory guidelines and ensuring complainants understand their rights to go to the Financial Ombudsman Service• Leaving a clear audit trail to show how a decision has been reached• Completing KYC checks for each case to ensure we are contacting the correct customer/ representative of the customer• Training new starters and acting as a Subject Matter Expert whilst helping them through the accreditation process• Supporting the General Banking Complaint team and reviewing complaints on a wide variety of issues such as Visa Disputes, Interest Rates and problems with the Current Account Switch service among others Show less

Conducting reviews of PPI complaints, Post Business Review and FOS Review cases.Training new staff prior to them entering the accreditation process. Speaking with customers directly and writing outcome letters. All duties performed to meet set targets in quality and productivity; moved to various work streams as a result of exceeding the targets.

Conducting reviews of PPI complaints. Writing bespoke letters to the customers in reply to queries in a clear and professional manner, following all Nationwide guidelines .

Ensuring complaints were handled following FSA guidelines. Following up with the customer regarding the outcome and feeding back to the relevant departments. Built on previous case handling experience following applicable guidelines and policies. Dealing with complaints regarding a wide range of regulated and non-regulated products. Communicating with various business areas including reporting fraud.