Jonathan P. Email & Phone Number

Leeds, England, United Kingdom

As part of a remediation project, made decisions on customer’s complex insurance complaints in line with FCA, FOS, and the client’s own guidelines and processes, across multiple products.Utilised information found on internal systems and through the client’s own customer contact strategy, including dealing with customer’s own personal and sensitive.

Leeds, England, United Kingdom

(Secondment)Managed risk through quality analysis - provided and adapted feedback, support and coaching to help develop colleagues, based on their own learning styles.Identified trends, knowledge gaps, and process improvements to ensure the business operated efficiently and successfully.

Leeds, England, United Kingdom

Outcome tested (QC’d) insurance complaints, and QA’d existing QC checks (check the checker), ensuring regulatory and internal processes were accurately applied, customers were treated fairly, and correct and fair decisions reached. Delivered feedback and ongoing support following each check, helping ensure quality standards and productivity targets were.

Leeds, England, United Kingdom

Execution only share-dealing on UK and overseas marketsSeconded throughout 2011 to lead a newly-formed Customer Service Financial Crime Prevention team of analysts, identifying and investigating suspicious activity (including identity theft, fraud, and money laundering) on accounts across the business. This included performing quality checks on their work.

Camberley, England, United Kingdom

Originally worked for the Budget & Cost Control department, requiring the production of spreadsheets to manage cost, as well as various project administration. Subsequently joined the Accounts/Bought Ledger department, where tasks undertaken included processing invoices, sending out month-end reports, as well as creating projects and utilising SAP software.