Jonathan Callander Email & Phone Number

Glasgow, United Kingdom

Contracted QA - Business Lending - Tailored Business Loans and Interest Rate Hedging Products review – Business ReviewAssessing sales against prescribed sales standards

Glasgow, United Kingdom

QA function on PPI Team of major high street bank.

Liverpool, United Kingdom

Investment Complaints Handling - Full range of RLA's products, particularly allegations of mis-selling of investment products. With Profit/Unit Linked Investment Bonds - assessing suitability, calculating redress where appropriate in line with client and regulatory requirements.

Glasgow

Complex Mortgage Investigations Team. Brought in to make recommendations to Board of Directors on suitable redress on an individual basis for consumers affected by high media profile mortgage under-funding issue.Communicating Board of Directors final decisions to affected consumers, verbally and in writing.Identifying calculation errors from reconstructed mortgage accounts.Acting as reference point for queries regarding likely FOS stance on this and wider themed complaint and… Show more Complex Mortgage Investigations Team. Brought in to make recommendations to Board of Directors on suitable redress on an individual basis for consumers affected by high media profile mortgage under-funding issue.Communicating Board of Directors final decisions to affected consumers, verbally and in writing.Identifying calculation errors from reconstructed mortgage accounts.Acting as reference point for queries regarding likely FOS stance on this and wider themed complaint and jurisdictional mattersSelected to move to FOS PPI liaison team; communicating directly with FOS on PPI cases, autonomously agreeing to settle complaints in line with Bank procedures and defending against FOS adjudications where possible.Entrusted with media complaints on PPI. Show less

Adjudicating on the merits of mis-selling complaints about the sale of Payment Protection Insurance (PPI) policies by FSA authorised firms.Selected for specialist FOS Jurisdiction team Responsible for assessing challenges from firms on FOS jurisdiction to review cases for a variety of reasons, including GISC/ICOB/MCCB, predecessor ombudsman schemes, issues of complainant eligibility, 6/3 and 6 month timebar, issues of "no PPI" and alternative to FOS interpretation of DISP rules… Show more Adjudicating on the merits of mis-selling complaints about the sale of Payment Protection Insurance (PPI) policies by FSA authorised firms.Selected for specialist FOS Jurisdiction team Responsible for assessing challenges from firms on FOS jurisdiction to review cases for a variety of reasons, including GISC/ICOB/MCCB, predecessor ombudsman schemes, issues of complainant eligibility, 6/3 and 6 month timebar, issues of "no PPI" and alternative to FOS interpretation of DISP rules. Communicating FOS stance to firms.Fully conversant with FOS stance on jurisdictional matters and a reference point for jurisdictional technical referral for Team Leaders and Quality Assurers as well as normal merits adjudicators. Also mentoring role for new team members.Currently achieving between 100% - 106% personal productivity with top percentile quality stats.Lead project work in process change - migration of a body of work away from Jurisdiction to normal merits adjudication, freeing team to concentrate on true challenges. Show less

Investigating complaints for Pearl Assurance and Royal London Group, covering their full product range - Scottish Provident, Scottish Mutual, Abbey Life endowments, whole of life, pensions, bonds. Specialised in Life contracts, particularly Whole of Life Policy Review. Has become department reference point on this subject. QAer of others work on this work stream, providing feedback in a… Show more Investigating complaints for Pearl Assurance and Royal London Group, covering their full product range - Scottish Provident, Scottish Mutual, Abbey Life endowments, whole of life, pensions, bonds. Specialised in Life contracts, particularly Whole of Life Policy Review. Has become department reference point on this subject. QAer of others work on this work stream, providing feedback in a constructive manner. Also handles Investment Bond advice complaints, fund performance and general servicing complaints on Investment Bonds, Protection and Pensions. Entrusted with composing bespoke and compliant bulk mailings. Also entrusted with media and director level "escalated complaints." Achieved top percentile quality statistics. Exit Productivity was 105% cumulative. Show less

Qualified and FSA registered at that time for promoting Jones branded Bonds, Mutuals and Shares along with insurance and protection.Helping customers achieve their long term financial goals through direct contact.Proactively approaching customers in their own homes, gaining trust and developing relationships.

Investigating claims of mis-sold endowments as outsource for Abbey.Investigating complaints for the Healthcare Commission.Investigating bank charges complaints for Abbey.Achieved promotion from Progressive Business Reviewer. Keeps technical and regulatory knowledge up to date and ensures all activities are in accordance with regulatory, Data Protection and Huntswood guidelines.Constructs decision letters and general correspondence, produces reports and documents… Show more Investigating claims of mis-sold endowments as outsource for Abbey.Investigating complaints for the Healthcare Commission.Investigating bank charges complaints for Abbey.Achieved promotion from Progressive Business Reviewer. Keeps technical and regulatory knowledge up to date and ensures all activities are in accordance with regulatory, Data Protection and Huntswood guidelines.Constructs decision letters and general correspondence, produces reports and documents findings.Makes recommendations to rectify customer disadvantage and calculate redress using Mortgage Fundamentals software, where required by clients.Corresponds with customers/third parties, including FOS and Life Offices, both verbally and in writing, to progress activities, addresses any issues or concerns and communicates decisions and findings.Develops skills in order to identify potential mis-sales and breaches of FSA/company regulations and reports to the appropriate people. Show less

Fpc 1,2,3. Cfa 1-5 And Securities

Higher, 5 Highers 8 O'Grades