Joanne Dillon Email & Phone Number

Liverpool, Gb

Liverpool, Gb

Liverpool, England, United Kingdom

Liverpool, Merseyside, United Kingdom

- Working with teams to establish procedures for detection and correction of data quality issues- Collection, analysis and cleansing of data- Collaborate with stakeholders to establish policies, procedures and internal controls affecting the quality of data- Continual evaluation of key data repositories such as CRM and Aderant by the introduction of regular monthly, weekly, quarterly and annual tasks- Identify anomalies/discrepancies within data repositories and contribute to the root cause analysis and implementing corrective measures across Taylor Wessing's data repositories

Cheshire

Sub-contracted as part of a managed service to the PPI department of Clydesdale and Yorkshire Bank, reporting to the Operations Manager, responsible for:- Leading quality control processes to ensure the delivery of high-quality and fully compliant services- Reviewing, investigating, advising, and resolving customer complaints and claims- Ensuring full compliance with relevant service standards, key controls, policies, processes and regulatory requirements incl. Decision, Redress, GCHP, MI, RCA, T&C and QA- Fully understanding customer needs to identify mutually beneficial solutions and retain business- Ensuring customers understand all information and advice provided to them- Leading QA testing activities and corrective actions incl. ensuring evidence is in place for audits- Providing process training/competence coaching and support to team members as Subject Matter Expert- Leading the capture and analysis of quality data to identify and resolve issues and drive service improvements incl. root cause analysis, continuous improvement activities, and training- Identifying and managing training needs to ensure capability and competence- Ensuring/maintaining accurate and detailed records in the complaints database to support FSA reporting- Leading, contributing to, and supporting projects to ensure on time/specification delivery- Analysing and updating procedures, processes, systems, and support information-Creating, developing, and presenting various management information to aid decision making and strategyACHIEVEMENTS: - Streamlined triage, review, and redress processes by developing a set of standard operating procedure prompt sheets, which aided case processing and ensured an effective audit trail for future reference

Speke

Contract role, similar to the role above, working in the PPI Department for Lloyds Banking Group, reporting to the Team Leader, responsible for:- Analysing/reviewing complaint investigations to ensure fair, consistent and compliant customer outcomes- Assessing redress calculations and correspondence to ensure full compliance with relevant processes, policies and regulatory standards- Providing ongoing guidance and advice to case handlers as Subject Matter ExpertACHIEVEMENTS: - Designed and implemented processes incl. a spreadsheet, to improve the management, recording and tracking of high value cases >£25k requiring authorisations

Leicester, United Kingdom

Contract role, supporting the General Banking Department, reporting to the Team Leader, responsible for:- Investigating/assessing complaints regarding general banking issues incl. Bonds, ISA’s, Current Accounts, Savings Accounts, Mortgages, Fraud, Endowments, and Bank Charges- Assisting in the resolution of customer complaints, ensuring provided information is clearly understood- Identifying and advising on continuous improvement efficiencies for processes incl. lean methodologies- Ensuring the delivery of services in-line with agreed KPI targets and service level agreements- Accurately recording and maintaining account records to support complaint reporting to the FSA- Ensuring all policy, process, legislative and regulatory requirements are fully adhered to- Preparing a range of returns and reports as required

West Yorkshire

Contract role in the TMPP (PPI) Department, reporting to the Team Leader, responsible for:- Investigating and resolving customer complaints regarding Payment Protection Insurance (PPI) and Total Mortgage Protection Plans (TMPP)

West Yorkshire

West Yorkshire

West Yorkshire