James Schofield Email & Phone Number

City Of London, England, United Kingdom

London, United Kingdom

- Stakeholder management. Responsible for leading relationships between the Financial Ombudsman Service and banks, lenders, and insurers, including maintaining a collaborative dialogue between the business and financial firms; influencing and persuading senior external stakeholders to adapt their way of thinking in order to resolve complaints sooner; challenging behaviour that was detrimental to effective complaint handling.- Team management. Leading a team of investigators to support… Show more - Stakeholder management. Responsible for leading relationships between the Financial Ombudsman Service and banks, lenders, and insurers, including maintaining a collaborative dialogue between the business and financial firms; influencing and persuading senior external stakeholders to adapt their way of thinking in order to resolve complaints sooner; challenging behaviour that was detrimental to effective complaint handling.- Team management. Leading a team of investigators to support engagement with firms; developing their skills and expertise to build their careers; ensuring strong performance in both quality and quantity in their work.- Project management. Leading on cross-cutting, high-profile projects to improve the speed and efficiency of delivering fair outcomes. Managing competing priorities across various stakeholders in different areas of the company to ensure the effective and on-time delivery of successful initiatives. A key example was when I led on changing the way the business reported on complaint outcomes in order to incentivise firms to resolve complaints at a much earlier stage, ultimately leading to thousands of complaints being resolved to all parties' satisfaction within a short timescale.- Policy development. As a lead on the practice group for consumer credit, I was heavily involved in developing and implementing our policy towards complaints involving credit cards, loans and consumer finance - as well as using my role as a business liaison to manage external engagement with firms in this area. I have extensive knowledge of the FCA's CONC regulations and how these are applied. Show less

London, United Kingdom

My role was to utilise my technical expertise to ensure that short-term lending complaints were dealt with fairly and efficiently, and that corporate objectives were met.To achieve these goals I led projects to set up new processes internally; was involved in deciding on the business's approach to policy issues; and analysed and assessed data to identify and resolve systemic issues arising from case-handling processes and stakeholder relationships.Alongside this, I liaised with… Show more My role was to utilise my technical expertise to ensure that short-term lending complaints were dealt with fairly and efficiently, and that corporate objectives were met.To achieve these goals I led projects to set up new processes internally; was involved in deciding on the business's approach to policy issues; and analysed and assessed data to identify and resolve systemic issues arising from case-handling processes and stakeholder relationships.Alongside this, I liaised with external stakeholders - lenders and claims management companies - to ensure that the business' insight could be shared industry-wide.I developed a strong understanding of regulation in this area, including CONC and DISP. Show less

London, United Kingdom

Responsibilities included responding to enquiries from MPs and other elected representatives, and other enquiries to our chief executive and board from businesses, trade associations and consumers. Alongside this, I worked in the press office, taking calls and enquiries from the media and providing responses at short notice.I also wrote content for our quarterly publication, Ombudsman News, and dealt with information rights enquiries such as subject access requests and Freedom of… Show more Responsibilities included responding to enquiries from MPs and other elected representatives, and other enquiries to our chief executive and board from businesses, trade associations and consumers. Alongside this, I worked in the press office, taking calls and enquiries from the media and providing responses at short notice.I also wrote content for our quarterly publication, Ombudsman News, and dealt with information rights enquiries such as subject access requests and Freedom of Information requests. Show less

London, United Kingdom

My role was to resolve complaints between financial businesses and consumers by coming to a fair resolution for both parties based on a thorough review of evidence, industry practice and regulation e.g. ICOBs, GISC, DISP etc.In addition to my caseload, I was involved in training, coaching and mentoring both new starters and existing employees. I performed regular quality assurance checks, held group and one-on-one training sessions, and used Microsoft Excel extensively to track the… Show more My role was to resolve complaints between financial businesses and consumers by coming to a fair resolution for both parties based on a thorough review of evidence, industry practice and regulation e.g. ICOBs, GISC, DISP etc.In addition to my caseload, I was involved in training, coaching and mentoring both new starters and existing employees. I performed regular quality assurance checks, held group and one-on-one training sessions, and used Microsoft Excel extensively to track the performance of new starters, creating training where development concerns arise.I also coordinated and led successful projects for the effective oversight of over 100,000 complaints and for their swift and fair resolution, working with senior management and ombudsmen to this end. Show less

Ilford, United Kingdom

Employed as a freelancer to cover stories for the Romford and Ilford Recorders. Writing and sourcing articles, features and nibs while conducting original research and telephone interviews in order to produce high-quality news copy.

London, United Kingdom

Responsible for processing Payment Protection Insurance (PPI) complaints from consumers and claims management companies. Duties included logging data and ensuring complaints were within the jurisdiction of the organisation. To do this, I liaised with various parties and businesses to ensure that documentation was sent and received quickly. The role involved customer service and case management.

London, United Kingdom

Reviewing and adjudicating on payment protection insurance (PPI) mis-selling complaints for a top four bank. My role involved considering sales-based evidence, ensuring that a fair and balanced investigation was conducted into the customer's concerns.

London, United Kingdom

Ensuring that a heavy caseload of investment-based mis-selling complaints was logged and set up for investigation efficiently. My role involved receiving new complaints from clients and CMCs via email, letter or telephone, logging them onto an electronic database and ensuring that the case files were compiled with the necessary information. I liaised with clients, representatives and financial businesses to ensure the smooth running of the administrative arm of the department.

Norwich, United Kingdom

Producing news reports with original research; writing features for sport, gaming and news.

Bachelor Of Arts (Ba), History And Politics, 2.1

Activities and Societies: Concrete: UEA's Student Newspaper Areas studied: - Cold War in Europe - Western Philosophy - Capitalism and its.

Nctj Diploma In Newspaper Journalism, Journalism

Areas studied: - Media Law - Public Affairs - Shorthand (60wpm achieved) - Adobe InDesign - Sub-editing

A Level, History, Economics And Politics, Aab