Analyse client data and documentation stored in the KYC Files in order to check whether procedures, policy and regulatory requirements are met.Support the embedding of all relevant policies and regulatory requirements.Facilitate and share knowledge and best practices.Resolve complex cases, ensuring our policy and regulatory requirements are always met.Support testing and implementation of new controls and checks for KYC Operation teams.

Investigate and assess complex queries and complaints from customers in relation to mis-sold payment protection insurance.Review evidence provided by customers and third parties in accordance with regulations stipulated by the Financial Ombudsman Service.Calculate correct levels of financial redress dependent on the outcome of the complaint.Coordinate with different departments offering solutions and feedback to ensure the implementation of the Barclays 360 ethos.Provide support for colleagues with tasks and information in relation to the internal processes and complaint assessment.

Supported the Telecoms Real Estate team, focusing on managing post completion tasks such as; SDLT, applications for Registration and dealing with requisitions.Developed relationships with Land Registry teams to improve efficiency of applications and reduce requisition volumes.Created an apportionments calculator to improve the drafting of financial statements.Contributed to the implementation of a new case management system and the improvement of existing processes to boost efficiency and enhance the clients experience.

Managed an average caseload of approximately 100 files from the Connells / Sequence Residential Conveyancing panel, consisting of all types of cases from Freehold transaction to New Build Shared Ownership.Maintained existing relationships with Connells/Sequence Estate Agents across the country to ensure efficient progress throughout the cases.Handled complaints from unsatisfied clients regarding the level of client care and successfully repair relationships thus avoiding any escalation of complaints.Represented the firm at networking events, including playing Cricket for Ryden Surveyors against Gordons LLP and participating in the Clarion Solicitors quiz event.Aided in training new colleagues in procedures for the panel, use of the case management system and technical elements of Conveyancing.Coordinated activities within the team to boost morale and team cohesion such as Month End Chinese Food Friday.

Supported with an average of 30 - 40 cases per month, of all aspects of property work.Developed relationships with local businesses such as IFA's, Estate Agents and other law firms to attract referrals and maintain a high profile within the area.Drafted contracts for sales and transfer forms for purchases and equity transfers.Communicated with clients via phone, email and face to face to develop and maintain relationships and provide succinct and practical advice and information.Completed applications for individual offices to join Lender Panels, to act in cases involving mortgages.Key role in creating the infrastructure to join the Connells/Sequence Residential Conveyancing panel.Created tutorials for colleagues on how to complete online Land Registry applications and AML checks.

Worked in a team of 15, providing 'First Point of Contact' resolution and support to Barclaycard Commercial clients, including many FTSE 100 organisations.Handled accounts with collection statuses and dealt with credit control related matters such as limit reductions in line with OFT guidelines and TCF policies.Completed quality audits using defined criteria on calls and actions from colleagues and provided constructive feedback.Seconded as a Workforce Planning Analyst from Sep 2012 to Jan 2013 managing the Commercial services teams consisting of 200 staff across onshore and offshore sites and the Consumer Complaints department consisting of 100 staff onshore.Compiled interval reports every 2 hours, highlighting performance and relevant matters to Senior Managers.Chaired daily meetings with 14 experienced managers of the Commercial team to drive performance across the 2 sites by highlighting areas of focus.