Leanne Brebner Email & Phone Number

Rosyth, Scotland, United Kingdom

Assessing and reviewing customer complaints abs working within a regulated environment. I’m responsible for ensuring a fair outcome by carrying out a full investigation whilst balancing individual customer circumstances. My ability to communicate complicated information clearly increases the potential to maintain a long and mutually rewarding relationship with customers. Duties •Fully investigate and resolve regulated complaints including savings, loans, ATM, fraud and FOS… Show more Assessing and reviewing customer complaints abs working within a regulated environment. I’m responsible for ensuring a fair outcome by carrying out a full investigation whilst balancing individual customer circumstances. My ability to communicate complicated information clearly increases the potential to maintain a long and mutually rewarding relationship with customers. Duties •Fully investigate and resolve regulated complaints including savings, loans, ATM, fraud and FOS complaints•Direct and continuous tailored personal contact with customers and stakeholders to ensure a positive customer experience during the complaint process•Communicating the outcome of my investigation to customer and relevant business area in difficult situations•Conduct KYC/AML checks on fraud complaints to ensure effective compliance with AML standards•Maintain a portfolio of complaints in a target driven environment, whilst maintaining 100% quality •Liaise with stakeholders and other departments to identify root causes for complaints and ensure remedial action is taken•Identify and report breaches in line with FCA and internal guidelines Show less

Rosyth, Scotland, United Kingdom

Maximising performance for manager level complaint colleagues whilst building a agile, customer focused complaints function. Responsible for leading the Customer Relations Complaints function across multiple products including executive complaints, fraud, disputes, section 75 and ATM. Managing day to day functions of the department of 30 staff whilst managing stakeholders. With a clear understanding of team performance, I coach and inspire improvements in efficiency, productivity and personal… Show more Maximising performance for manager level complaint colleagues whilst building a agile, customer focused complaints function. Responsible for leading the Customer Relations Complaints function across multiple products including executive complaints, fraud, disputes, section 75 and ATM. Managing day to day functions of the department of 30 staff whilst managing stakeholders. With a clear understanding of team performance, I coach and inspire improvements in efficiency, productivity and personal development. Duties•Ensure day to day operations if the complaints function run smoothly•Define key performance indicators and drive performance to achieve•Create and drive an effective training plan•Motivate, lead, and empower a team of experienced complaints managers•Ensure project milestones are met and completed successfully•Responsible for risk management adhering to company framework•Establish complaint function identity and ensure robust framework in place for success•Encouraging, identifying, and developing best practice strategy•Utilising root cause analysis to drive process improvement further enhancing customer experience•Key stakeholder engagement, ensuring managing expectations from above and communicating key messages to stakeholders. Show less