Guy Rampley Email & Phone Number

London, United Kingdom

Principal responsibility is to investigate and resolve customer complaints about, and disputes with providers of, financial products and services:● Part of a specialist team dealing with the technically most complex, high profile and sensitive cases: e.g. ‘interest rate hedging products’ (IRHPs). These particular cases are under close scrutiny from senior colleagues, the regulator, politicians, media and interest groups.● Working with our ombudsman, legal, press and management teams to establish our approach to new and developing issues. ● Research and apply appropriate relevant law, FCA regulations and industry guidelines to help reach the correct outcome to complaints, e.g. BCOBs, DISP, etc.● Experience resolving complaints across a broad range of product areas, e.g. pensions, complex banking and insurance.● Consistently deliver to set productivity and quality objectives. ● Ability to identify key issues, obtain relevant information from different sources, relate and compare that information to provide an appropriate and ’fair and reasonable’ resolution.● Regularly receive positive feedback for the quality of my work and customer service skills, including executive recognition for providing outstanding customer service.● Actively support the team, including: leading case discussions, assisting more experienced colleagues with banking queries, identifying and successfully introduce initiatives to improve customer service and consumer advocacy.

London, United Kingdom

● Successfully secured significant major contracts and introductions for a new ‘start-up’ business within the property maintenance industry.● Although no previous experience of the industry, I was instrumental in helping the company achieve its business growth targets it had set for the first year.● Various ad hoc contracts – small business and personal clients.

London, United Kingdom

● Seconded to Chief Operating Officer’s team, RBS Private Banking Head Office, as ‘subject matter expert’, reflecting my extensive customer facing and relationship manager experience.● Worked with project values of £25k - £5m.● Learned and developed project and change management skills and consulted with internal and external stakeholders, including senior executives. ● Worked on major strategic initiative to provide dedicated telephony support to ‘private clients’ within private banking. o Personally responsible for writing and delivering all internal and external communications.● Responsible for the planning, implementation and successful introduction of the retail bank-wide complaints system to the ‘regulated’ arm of private banking. ● Volunteered to complete the design and introduction of the pre-RDR ‘single fact find’ document, for use by regulated and non-regulated relationship managers. o Liaised with risk specialists in both areas – with particular reference to regulatory requirements. o Coordinated and hosted conference calls and meetings with relationship managers. o Designed and tested trial document; responded to feedback. o Arranged production of final document for more extensive trial before roll-out.● Actively engaged in various other projects including: o Operational and process review of dedicated support centres. o Customer migration. o Complaints losses (in collaboration with the private banking ‘risk’ team). o Credit stewardship (in support of retail credit risk).

London, United Kingdom

● Successfully established and developed an internal and external network of introducers.● Made presentations to external firms and organisations.● Trained and authorised by the FSA, to present ‘non-advice’ financial guidance to the public as part of its Financial Inclusion programme, now the Money Advice Service.● As team specialist , I provided ad hoc training and support for colleagues, including: o Complex lending propositions. o MCOB, ICOB, Consumer Credit and compliance with RBS group policies.● Achieved 125% of personal first year targets for new business.● Received bank’s Regional award for Outstanding Customer Service.

London, United Kingdom

● Successfully managed and developed an established portfolio of clients; built portfolio from 500 to 750 clients. ● Maintained regular contact and dialogue to build strong relationships, mutual trust and provide outstanding service to increase business and improve profitability.● Maintained strong technical knowledge of all bank product and services.● Maintained strong awareness of competitor products and services.● Consistently achieved strong results in risk and control assessments and audits. ● Authorised to sell ‘non-advice mortgages. ● Invariably achieved business targets.● Consistently achieved customer service targets.

London, United Kingdom

● Successfully managed merger of two traditional bank branches and subsequent impact of another local branch closure, in a wealthy location with many ‘high net worth’, multi-banked resident and non-resident / non-domicile clients.● Trained, coached and developed a mix of existing and new team to deliver improved sales (equivalent to more than the combined targets of the original two branches) and improved service results.● Objectives and targets consistently achieved or exceeded, with outstanding results for ’98 and ’99.● Responsible for effective risk controls of branch.

London, United Kingdom

● Various managerial roles based in major West End branches. ● Duties included: o Group Audit queries. o Successful management of general office and specialist technical teams, lending control and improved quality of lending book.