I investigated claims of mis-sold insurance policies on Credit cards, Personal loans and Mortgages for one of the leading UK financial organisations. I analysed highly confidential customer information in order to deduce whether the customer was wrongfully sold the product. I then had to collate my findings in the report to the Financial Ombudsman ServiceThe process involved retrieving documents when archives, analysing current account legders and point of sale documentation. A decision must then be reached taking into account key TCF (treating customer fairly) principles. I often communicated with the insurance provider over the telephone to ensure all details are correct before submitting my findings.In July 2013 I progressed from a Junior Complaints Handler to an Experienced Specialist Complaints Investigator, due to my ability to work well as part of a team and hit production and quality expectations.

As a PPI complaints investigator for RBS, my main responsibilities included gathering customer information, investigating the complaint using all available resources, calling the customer for his/ her recollections, writing a full report of investigation which details all my evidence when either defending or upholding a case and finally writing a final decision letter to be sent to the customer. I worked with private and confidential information on a daily basis and have also been chosen by my team leader as Communications Representative, ensuring that my team are kept up to date with all important business communications. This employment has allowed me to work and understand the banks systems and also how to prioritise cases and stay organised something which I feel I do to a high standard.

Through working at Venture I have been able to work closely with the general public and have therefore improved my customer service skills. The employment has also enabled me to work in all areas of administration including paperwork for clients who wish to make credit agreements and taking payments. I have worked with several office programmes throughout my employment including Microsoft word and excel.