Jack Brown Email & Phone Number

Manchester, United Kingdom

Manchester, United Kingdom

This involved being part of an experienced investigations team at Royal Bank of Scotland regarding mis-sold PPI on Loans, Credit Cards and Personal finance.The role also involved:• Comprehensively reading customer complaint documentation and identifying the one or more product aspects complained about.• Logging complaints accurately and within the agreed Service Level Agreement.• Acknowledging complaints accurately and within the agreed Service Level Agreement.• Scanning and attaching customer documentation to ensure a complete record of the complaint is recorded to FOS standards.• Liaising with third parties as appropriate, ensuring a complete audit trail of all information gathered or given is maintained.• Ensuring cases are progressed within the agreed timescales, the Bank and the regulatory body set.• Escalating any issues to Line Management in a pro-active manner.• Managing own workload in line with personal and team targets to ensure high quality is achieved • Achieving set targets in line with required quality standards, pro-actively reporting emerging issues• Continually improving Team Productivity and Quality by identifying appropriate process improvements.• Taking responsibility for own learning and development, keeping up to date with all policy, procedural and regulatory developments accreditation and making full use of available structured learning opportunities to achieve and maintain accreditation.• Identifying and reporting risks to Line Management and the Operational Risk & Compliance Department