John Fitzpatrick Email & Phone Number

• This was a newly created role in the company’s New Business Department that involved creating a whole new quality framework to assess the underwriting of Motor Finance Agreements. As evidence of my success in this role I was given the “Rising Star Award” at our yearly company away weekend.• Once I has created this quality framework I then was responsible for the quality assurance for the whole department this involved my weekly QA sample of underwritten and rejected agreements as well as monitoring these for areas of improvement and monitoring individual agent performance.• Monitoring every aspect of the businesses underwriting process, from our underwriting admin team, our underwriting team, and our Lending Loss Prevention team. This covered everything from the initial application to the agreement going live as well as ensuring fraudulent applications were appropriately investigated and if necessary loaded to the CIFAS database. • Identifying areas of weakness for a Risk Based QA approach. Once an area had been identified I created training sessions to address them.• Creating new processes and improving existing ones to make things more efficient for the underwriters and more secure for the business.• Creating weekly feedback sessions with the Underwriters themselves to ensure that all errors were learned from and weekly feedback sessions with senior managers to give them an overall picture of the department’s quality.• Creating slide decks and presenting department wide monthly “Kick Off” sessions focussing on QA trends, process changes, and scheduling speakers from the rest of the department to give agents an overall picture of our progress and achievements. • Working closely with our Compliance department to ensure our processes are in line with all relevant financial regulations. • Building relationships with the other departments in order that the actions and processes of the New Business department fit with the wider business aims.

Northampton, England, United Kingdom

• Assessing a high volume of financial complaints from customers and the FOS ensuring that the highest standards of customer service are applied, as well and ensuring internal procedures and regulatory standards have been met.• Extensive experience reviewing financial data to come to the right decision for our customers.• Extensive experience in complaint handling and remediation, particularly regarding the sale of financial products such as secured and unsecured loans, and credit cards.• Designing and running training sessions on normal work flow procedures and soft skills to increase team performance and skill set. • Leading discussions and taking minutes for the collaboration meetings and case clinics ensuring points discussed and the agreed way forward accurately recorded.• Running team huddles regarding collaboration meetings to ensure learning is shared. • Championing Barclaycard’s core values by acting as a Values Co-ordinator to new starters and work experience candidates. This involved planning lessons and delivering presentations to groups • Covering Team Leader duties in Team Leader's absence. Dealing with allocation of work, managing team workloads, dealing with team queries and acting as a bridge between Agents and Assistant Vice Presidents.• Internally reviewing cases to ensure the Decision Making Team have reached the correct outcome.• Delivering feedback to colleagues in a sensitive manner. • Meeting and exceeding demanding quality and productivity targets every month, with quality typically at 100% and productivity hitting three times targeted levels. • Acting as Quality Academy Representative and later Reward and Recognition Representative where I have fostered a collegiate atmosphere.

Northampton, England, United Kingdom

● Provided technical support to retailers having difficulties with their card readers by analysing faults from the merchant’s description and using precise communication skills to explain the necessary course of action.● Met demanding productivity and quality targets. ● Dealt with complaints and referred enquiries to different departments. ● Frequently selected to close complaint files due to my technical knowledge and relationship building skills.