Hannah Beesley Email & Phone Number

Manchester, England, United Kingdom

• Second line quality assurance within large debt management call centre• Ongoing analysis of trends, provision of expert guidance and feedback on processes to inform corrective actions• Trainer to new starters on Bank processes including complaint handling and current regulatory requirements• Lead trainer delivering specialist vulnerability training and SME for QC vulnerable cases• Review of end to end customer journey and outcomes • Final decision maker on quality appeals… Show more • Second line quality assurance within large debt management call centre• Ongoing analysis of trends, provision of expert guidance and feedback on processes to inform corrective actions• Trainer to new starters on Bank processes including complaint handling and current regulatory requirements• Lead trainer delivering specialist vulnerability training and SME for QC vulnerable cases• Review of end to end customer journey and outcomes • Final decision maker on quality appeals from call agents Show less

Manchester, England, United Kingdom

• Analysis of end to end customer journey and production of reports to assist with process improvement and acted as SME for vulnerable customer journey• Complaint root cause analysis to assess key issues and implementation of new processes • Monitoring for adherence to regulatory requirements such as complaint management, Treating Customers Fairly (TCF) and vulnerability• Review of refund calculations to identify errors in process to ensure correct customer outcome reached

Manchester, England, United Kingdom

• Quality Assurance Officer for debt management department and customer service• Developed a quality framework and vulnerable customer process for the company• Trained new starters to the company and live coached existing member of staff• Worked with the Compliance Manager to developed a robust vulnerable process with adherence to regulations and TCF

Manchester, United Kingdom

• Senior case manager specialising in complex complaint handling and specialist vulnerable customer management within commercial banking remediation project• Developed, delivered and outcome tested bereavement process for remediation cases• Review of customer complaints providing a final decision to customers • Quality Assessment for junior case handlers• Conducting outbound calls to customers, taking inbound calls as well as producing bespoke letters, delivering excellent… Show more • Senior case manager specialising in complex complaint handling and specialist vulnerable customer management within commercial banking remediation project• Developed, delivered and outcome tested bereavement process for remediation cases• Review of customer complaints providing a final decision to customers • Quality Assessment for junior case handlers• Conducting outbound calls to customers, taking inbound calls as well as producing bespoke letters, delivering excellent customer service• Referral point for junior case handlers as project SME• Sole responsibility for over 200 insolvency cases• Testing and implementation of new project processes to ensure best outcome for business and best result for customer journey Show less

Manchester, United Kingdom

• Supervised 20 quality checkers and completed second line checks on their outcomes.• Coaching agents on live calls to improve quality scores and providing real time feedback to improve call outcome• Remote assessment of calls and correspondence, providing detailed one to one support and feedback with new and underperforming staff• Provision of coaching feedback reports to line managers to assist in performance management• Providing expert knowledge on debt management processes… Show more • Supervised 20 quality checkers and completed second line checks on their outcomes.• Coaching agents on live calls to improve quality scores and providing real time feedback to improve call outcome• Remote assessment of calls and correspondence, providing detailed one to one support and feedback with new and underperforming staff• Provision of coaching feedback reports to line managers to assist in performance management• Providing expert knowledge on debt management processes to help develop the quality framework Show less

• Implemented redress and remediation to clients who hold or have held a mortgage product with the provider and provided assistance in managing their mortgage arrears.• Verbal and written contact with clients – majority of who were experiencing difficult situations and may be deemed as vulnerable.• Managing incoming complaints regarding previous experiences with the provider within Financial Conduct Authority Standards.• Managed over 60 clients.• Working with other departments… Show more • Implemented redress and remediation to clients who hold or have held a mortgage product with the provider and provided assistance in managing their mortgage arrears.• Verbal and written contact with clients – majority of who were experiencing difficult situations and may be deemed as vulnerable.• Managing incoming complaints regarding previous experiences with the provider within Financial Conduct Authority Standards.• Managed over 60 clients.• Working with other departments such as legal experts to ensure the right outcome was reached for the Bank and client.• Provided in-house training for colleagues on assisting vulnerable clients and assisted Quality Assessment team with assessing new starters’ calls to an extensive framework. Show less

Manchester, United Kingdom

• Manage vulnerable client’s finances ensuring the client is in receipt of the correct benefits.• Oversee and negotiate debt management plans.• Correspond with professional organisations on the client’s behalf.• Regularly meet clients with mental health issues and learning difficulties to explain their financial situation to them.• Maintain client records on several bespoke systems.• Received in-house training on Understanding Mental Health and Learning Difficulties.

Manchester, United Kingdom

• Assisting customers of the Bank with their financial needs and difficulties.• Training new staff on processes, specifically on techniques tailored to vulnerable customers’ needs• Quality assessing new starters’ calls to a strict framework and providing productive feedback.• Providing specialist advice on matters of debt.• Designed and implemented a process to ensure vulnerable customers received the support necessary for them to manage their finances and ensure the department… Show more • Assisting customers of the Bank with their financial needs and difficulties.• Training new staff on processes, specifically on techniques tailored to vulnerable customers’ needs• Quality assessing new starters’ calls to a strict framework and providing productive feedback.• Providing specialist advice on matters of debt.• Designed and implemented a process to ensure vulnerable customers received the support necessary for them to manage their finances and ensure the department recognised vulnerable customers.• Corresponding with customers on the phone and in writing.• Senior complaint handler for the department with an outstanding record in complaint resolution and providing quality assessment of new colleagues calls. Show less

I was responsible for researching internal files relating to IVA's and Bankruptcies for inaccuracies and correcting these by contacting external agencies