Jack Small Email & Phone Number

- Creates comprehensive training notes on processes, keeps them up-to-date, and stores them centrally- Works to deadlines, prioritises tasks- Autonomy in handling my time and workload- Learning new systems with system changeoversPurchase ledger processing- Purchase invoices, determining the correct account codes, payment method/terms etc.- Credit notes / Rebates- Staff expenses, adhering to company policy and procedure- Bookkeep, posting transactions to the general ledger- Bank account and credit card reconciliations- Bi-monthly supplier payment runs for UK and international payments- Responsible for the finance mailbox- Aged payables- Spendesk top-ups - updates Xero with Spendesk credits on a monthly basisSales ledger- Raises invoices and emails them to customers- Chases customers for payment where required- Bank account reconciliationsAd-hoc tasks- Analysis of specific account codes and costs- Checked 912 staff expense transactions dated between 2019 - 2022 (by month) and downloaded individual receipts, from a previous system, then cross-referenced and updated Excel- Updating suppliers/customers contact and bank details, tracking on Excel- Notified suppliers of our change of registered address and keeps track on Excel- Researches supplier payment methods and keeps track on Excel- Set up a proposal of how to delete an expense once processed on one of the new systems- Set up a proposal and executed, for switching DD and SO customers to FPO- Analysis of our maximum potential ‘early payment discount’ on a supplier’s invoices - Nov-Jan 24- Analysed emails and forms for documents required and summarised on Excel- Checked 1216 staff expense transactions dated between Oct 2022 - Dec 2023 (by month) and downloaded individual receipts from a system we’re closing down, noted/checked the VAT on each, and cross-referenced and updated ExcelTraining- Trained a colleague on Spendesk, to process invoices/credits, expense claims, payruns etc.

- Worked to deadlines and to service level agreements (SLA)Responsible for checking the following:- Retirement quotes, with and without Guaranteed Minimum Pension (GMP) - hybrid and DCProcessed the following:- Retirement quotes, with and without GMP underpin - hybrid and DC- Retirement payments, documentation stage - DB, DC, and hybrid- Created comprehensive training notes- Trained colleagues on retirement quotes

- Worked to deadlines and to service level agreements (SLA)- Took ownership of cases which often turned around/avoided complaints- A positive attitude towards work and team- Excellent verbal and written communication skills- Built strong relationships with colleagues in the UK and offshore- Communicated daily via email and letter to members, IFAs and receiving/transferring schemes- Created comprehensive training notes for new and existing staff, which have received excellent feedback- Trained new-starts on processes as and when required and gave on-going support- Processed in-target, backlog, and ‘day 0’ cases (will fail SLA if not processed that day)- Helped to clear take-on cases from previous scheme provider, met deadline- Supported Team Leader with escalations, processing and checking- Ensured regulations are adhered to for MoneyHelper and Pension Wise- Ensured breaches are reported in a timely mannerResponsible for processing the following:- Retirement Correspondence- 1st Stage Wake-Up Packs- 2nd Stage Retirement Quotations- Retirement Finalisations - 3 stages - Documentation, Disinvestment, Settlement- Transfer In Finalisations - 3 stages - Documentation, Payment, Investment- Partial Transfer Out Quotations - manually creating and issuing quotes- Transfer Out Finalisations- The amalgamation of plans (internal transfers)- Transfer In & Out Correspondence- Death Notification - Initial stage of the death process- Divorce Initial Enquiry - Initial stage of the divorce process- General cases- Chasers - IFA Letter- LOA processing- Processing receipts of money-in payments on a daily basis for transfers in, fees, and deathResponsible for checking the following:- Transfer In Finalisations - 3 stages - Documentation, Payment, Investment- Transfer Out Finalisations (full and partial) - 3 stages - Documentation, Disinvestment, Settlement- Checking receipts of money-in payments on a daily basis for transfers in, fees, and death

Edinburgh, Scotland, United Kingdom

Client: Royal London Group (RLG)- Assigned to RLG as a Business Analyst (BA) in the Oryx Specialist Team (second line support)- Involved in the end-to-end process of resolving IT issues logged, adhering to quality-gates and sign-offs- Gathered and documented requirements keeping complex information simple and in business language- Recreated the issue (where possible) on the test environment (DEV, UAT, PRE) - Documented the system replication steps of the affected process for use by developers and testers- Analysed root causes to determine whether issue is IT or procedural- Ensured a risk event had been raised if applicabl- Scheduled and conducted BA walkthrough‘s, and contributed to developer and tester walkthrough‘s- Communicated with stakeholders effectively in business language, keeping them updated on progress- Built strong relationships with stakeholders overcoming concerns, conflicts and contradictions- Communicated effectively and worked collaboratively with onshore and offshore developers and testers- Autonomously handled my workload within company guidelines and to service level agreements (SLA)- One of five people that created a comprehensive induction pack as part of a Delivery Risk Working Group, which received an in-house award

Edinburgh, Scotland, United Kingdom

Client: Scottish WidowsOutsourcing project work to help with backlog at client site- Applied monies to transfers for occupational defined contribution pensions- Exceptional quality with reduction in sampling to just 5%- Worked to deadlines and TCF outcomes to ensure new transfers are completed within SLA- Trained colleagues on reworks and created comprehensive training notes on internal processes- Provided full support to new team members

Edinburgh, Scotland, United Kingdom

Outsourcing project work to pay redress due to policy holders from previous errors identified by the client- Analysed technical documents of raw data for tax in death settlement process, updated notes and trained- Business risk analysis, reporting to stakeholders on data protection risks- Analysed volume data for retirement quotes to identify set criteria and issued illustrations if applicable- Provided MI on quality, implemented improvements and updated on process changes - Participated in meetings to discuss issues, develop project ideas and create working processes- Liaised with internal departments to deliver solutions and support project implementation- Analysed the complaints team administration errors, gave feedback, increased quality results to over 95%- Trained new and existing staff on all redress processes using the full training cycle- Pro-actively created comprehensive training notes to help staff with the end-to-end processes- Quality checker and audit sampler, checked cases against data for error and adjustment

Edinburgh, Scotland, United Kingdom

Processed DC pensions over many different work types to pay redress due in the following ways: Setting up Stakeholder plans; paying providers where redress exceeded £500; redressing the relevant person for deceased clients; paying a cheque direct to members- Stepped up to manager role when manager off sick/out of the office- A top performer of quality- Technical pensions expert covering stakeholder, occupational and personal- Heavily relied upon technically, spent a vast amount of my day answering questions- Supported colleagues on processes, systems, products and problem solving- Quality checker to ensure accuracy, giving honest and encouraging feedback- Gave my input to the project on processes and procedure improvement ideas- Achieved in-house ‘Star of the Year’ award in 2011 for innovative training solutions and technical support

Edinburgh, Scotland, United Kingdom

- Working to constantly improve the quantitative and qualitative performance output of the team- Ensure all front office agents and quality staff are successfully accredited

Edinburgh, Scotland, United Kingdom

Capita Hartshead, Client: AEGONOutsourcing project work - pensions inhibit statements project work- Top performer for productivity and quality in a team of 9- Well exceeded targets set and created own targets for challenge- Trained Capita new starts on processes and supported them by on-going coachingI carried out project work administration for the following pension products:- Section 32 – Investigated and corrected pensions GMP shortfalls- Section 32 – Quality checked staffs processing work- XLPLUS – Investigated and issued statements, created cases for manual statements- NUL – Created AWD cases and issued vast amounts of statements for hundreds of schemes- NUL Old Code – Issued statements for older NUL policies- XLPLUS/IPP – Issued hundreds of automatic statements and updated heritage/mainframe- IPP – Investigated and issued statements- IPP – Processed complex manual statements with accuracy and knowledge- Stakeholder and FPP – Processed pensions new business applications

Edinburgh, Scotland, United Kingdom

Client: Royal Bank of Scotland- Arrange derivative charges payment- Banking transfers- Invoice spot checks- Vast data input- Calculate and invoice/collect trustee fees due from fund management groups

Edinburgh, Scotland, United Kingdom

Outsourcing Company – complaints administration role- Logged complaints for 50 management companies i.e. RBS, HBOS etc. – each with varying requirements- Ensured complaints went to the correct management companies using the correct passwords for DPA- Logged complaints received by email, letter, or phone for Bank of New York Mellon due to internal errors- Made decisions as to whether the complaint was for the management company to deal with, or for us- Complaint acknowledgement letter writing using free text as well as 50 management company templates- Dealt with customer and management company enquiries by phone

Edinburgh, Scotland, United Kingdom

- Processed around 160 compensation complaint cases per day- Highest achiever of quality and productivity

Edinburgh, Scotland, United Kingdom

Outsourcing project work – retention telephony coach- Stepped up to manager role when manager off sick/out of the office- Pro-actively gave valuable suggestions and input to drive the project forward- Responsible for updating records, logs and spreadsheets for MI and analysis purposes- Produced weekly quality MI to Capita and client management- Liaised with management of all levels including working closely with the Compliance team- Responsible for staffs initial sign-offs for pensions and bonds calls after reviewing their role play calls- Consistent achiever of client awards system (staff incentives) for hard work, effectiveness and dedication- Set extremely high standards for call scoring, pro-actively revised call scoring tool for effective coaching- Quality scored 10 live calls per day, per person for pensions and bonds

Edinburgh, Scotland, United Kingdom

- Designated Call Coach/Planner for new department of 100- Pro-active in driving initiatives and projects forward- Communicated to all levels of management with suggestions, risk assessments, and reporting logs- Analysed and implemented staff development after noticing gaps- Created department’s only training materials from scratch- Pro-actively revised call scoring system to enable effective coaching- Coached soft skills, technical, and compliance processes ensuring TCF is adhered to

Edinburgh, Scotland, United Kingdom

- The ability to learn new processes, products, and systems quickly and accurately to train to staff- 1 of 6 Business Trainers, trained 144 mortgage staff in group sessions for new starts and existing staff- In just 5 months, I achieved 25 different product and process training over 96 group and 1:1 sessions- Trained extensively on induction, the intro of fees, products, systems, technical, soft skills, and compliance- Capable of training analysis, design, coordination, delivery, and evaluation achieving excellent results- Pro-actively designed training notes for every process, just before new regulations came into force- Kept knowledge-bases up-to-date- Coordinated and facilitated own training sessions scheduling around holidays, appointments, shifts etc.- Manager of people in training sessions, and delivered ongoing coaching- Extensive use of PowerPoint, as well as using and creating varied learning methods i.e. flip charts, training notes, games, group discussions, Q&A, brain storming etc. for fun and engaging learning- Handled many incoming calls per week

Edinburgh, Scotland, United Kingdom

- Processed cases from underwriting and self-employed income, to employed income, valuations, and offers- One of 7 out of 23 to be granted specialist underwriting decision authority- Achieved exceptional quality results- A Champion of Quality – Quality checked the CR team’s administration work- Promoted to Team Trainer due to my training and coaching skills and ability to learn processes quickly - Trained CR processes, telephony, products, soft skills, and compliance on a 1:1 or 1:2 basis- Process Owner – Pro-actively created comprehensive process notes for all 16 processes- Ensured the line guides on the Intranet site were up-to-date- Handled many incoming calls per week

Edinburgh, Scotland, United Kingdom

- Coached staff on calls, complaints, systems, and products- Handled over 60 incoming calls per day from customers in respect of all savings products; opening accounts, processing transactions, handling queries and complaints- Dealt with complaints in an empathetic, friendly, and professional manner- Multi-skilled to mortgages, dealt with new business and servicing calls including queries and complaints- One of 6 out of 200 appointed on merit to deal with staff mortgage issues due to the sensitive nature- One of only 2 staff out of 200 to receive Silver award for process design project- Excellent rapport builder- Gives customer service that delights

Brentwood, England, United Kingdom

- Sold car insurance over the phone

Brentwood, England, United Kingdom

- Head office based- Processed purchase invoices- Matched invoices- Phoned suppliers to query pricing- Cleared invoices for payment- Data input- Handled incoming phone queries- Monthly supplier and bank reconciliations- Year end reconciliations

Brentwood, England, United Kingdom

Sales ledger- Banking- Cash on system entries- Late payment collection- Monthly statement preparation and despatch- Initiation of customer accountsPurchase ledger- Handling supplier payment queries- Petty cash and foreign petty cash management- Field management expenses processing- Monthly supplier cheque run

Brentwood, England, United Kingdom

- Sales office duties for an American motor engine manufacturer- Handling inbound dealer and customer telephone enquiries- Invoicing and word processing- Order processing- Identification of spares via microfiche