Jake Hughes Email and Phone Number

* Developing and evaluating quality assurance standards using current framework guidance* Assisting with creating new framework and guidance notes for complaint evaluations* Outcome testing of resolved complaints whilst developing areas of improvement* Providing constructive feedback to senior management focusing on quality of complaint resolutions* Quality assessing historic redress calculations on previous complaints involving store card credit to ensure customers were refunded correct interest and redress in line with FCA regulations* Highlighting common failings and providing individual feedback for each case assessed

• Preventing fraudulent activity by identifying suspicious account behavior • Completing Suspicious activity reports (SAR) to prevent financial crime within the bank • Completing additional security checks for high risk actions • Liaising with fraud department and producing handover reports from potential account takeovers • Personal support for customers who have been suspect to account takeovers and securing the account from further fraud • Discussing and producing reports for potential fraudulent VISA transactions • Completing KYC checks to establish identity and discussing account opening applications with customers • Educating customers on current promotions and products to ensure customers have a full understanding of available products and services • Assisting with the online transition and migration of existing co-operative customers to new internet

• Reviewing and assessing past business decisions made by Britannia and The Co-operative bank to ensure customer had been treated fairly in line with FCA guidelines • Producing referral reports when presenting to senior management regarding exception cases• Producing AML and SAR reports to internal departments when customer considerably reduced mortgage arrears with large deposits which did not match the profile of the customer • Assessing customer’s financial situation to arrange amendments to current mortgage product I.e offering specialist payment plans• Liaising with litigation department with regards to eviction notices and producing detailed handover reports • Specialising in arranging payment plans to reduce customers mortgage arrears and encourage financial stability• Completing Income & Expenditure assessments with customers to assess personal financial circumstances• Full end to end review of customer’s case including redress and all response letters• Reviewing historic redress calculations to ensure customer has been treated fairly in line with FCA regulations

• Quality Assurance and audit of all personal and sensitive customer information following daily updates • Quality Assurance and audit payments made to customers ensuring correct authorisation and regulations have been followed• Delivering feedback to colleagues regarding ongoing quality monitoring • Analysing complaints data to compile a report to senior management to reduce volume• Analysing previous years complaints to assess trends and forecast predicted volume• Liaising with customers and Wealth Management companies on their clients current saving products • Ensuring POA and Wealth Management's companies meet full authorisation to represent customers • Completing Suspicious activity reports (SAR) in relation to potential AML and account openings to prevent financial crime within the bank• Assess transactions alerts relating to potential money laundering risks

• Monitoring small group of QA individuals ‘check the checker’ to ensure correct processes and high standards are being maintained throughout the project• Managing a team of Complaint Handlers ensuring target and quality of 90% is achieved as standard • Delivering feedback to colleagues and designing personal quality performance plans • Quality Assurance (QA) of individual complaints, telephone call recording, auditing all payments and refunds made to customers• Ongoing quality coaching both one to one and to my team ensuring clear understanding of current procedures • Management of all complaints within the department to prevent any exceeding FCA timescales from date in bank, through all three sites (Chester, Leeds and Halifax)• Work exceptionally well under pressure and always deliver to a high standard • Attend daily meetings with Senior Operations Managers to update them on Team Performance and gather any relevant information which will be communicated back to my team

• Responsible for assessing regulated complaints for new and existing mortgage customers; including Product Transfer issues, Transfer of Mortgage Property Proposals and New Mortgage Applications• Investigated Mortgage Arrears to ensure the lender had taken the correct action when the customer experienced financial difficulty• Helped improve a customers’ financial situation, by offering ongoing support and setting up alternative mortgage payments i.e interest only• Completed complex calculations ensuring APR and tax was all paid correctly

• Case building (triaging) an account history and ensuring a full holistic investigation of each PPI mis-sale allegation complaint was completed • Completed manual redress calculations, and issuing Final Response Letter and redress to the customer• Completed manual calculations of backdated claims, taking into account the level of insurance cover which the customer had• Individually assessed each complaint including outbound and inbound phone calls with both customers and CMCs

In my previous role I managed a temporary/freelance recruitment desk, specialising in recruiting for Northwest construction companies. I specialised in the supply of temporary management staff, and recruited for various different levels within construction. The role required the ability to effectively liaise with both clients and candidates, ensuring clear information is communicated effectively. Due to the role being in highly target orientated and fast paced environment, it required me to remain composed and work efficiently under pressure.