James Spatcher Email & Phone Number

• Collating highly detailed case evidence from multiple banking systems, customers personal statements and third-party complaints. • Analysing case evidence in order to come to an appropriate outcome on multiple combined lending decisions while supporting the resolution of complex regulatory risks and issues in line with Financial Conduct Authority (FCA) objectives.• Completing end-to-end case review, up to and including redress calculations and arranging customer payments. • Produced formal written responses to customers and third parties.• Managed a rising workload of cases effectively and efficiently in order to adapt for the requirements of the business and to comply with FCA regulations. • Having started from the infancy of the project, a prominent role was played in implementing a robust and compliant process as well as liaising with senior members of the management team.• Acted as SME and provided training to newly enrolled colleagues. • A dynamic approach was taken with respect to adopting different roles to support the business in the various demands at different stages through the project.

• Investigating BAU complaints on behalf of the client• Ensuring daily targets are achieved• Ensuring Maintaining Competency quality is met and maintained at the expected standard of 95% over 1, 4 and 12 weeks• Investigating all complaint points thoroughly and in line with the set procedures and Ombudsman and current FSA regulations. Making a detailed analysis of the full facts and evidence on file and the decision made and reasons for it, ensuring a full audit trail was made• Obtaining further information from providers, customers and third parties in order to make a full and accurate assessment• Ensuring a high level of telephony customer service is maintained throughout the complaint process• Understanding and adhering to all new process changes and requirements• Flexibility and commitment to change and adapt to new work streams as and when required