Lee Blagden Email & Phone Number

London, England, Gb

London Area, United Kingdom

• Analysing transactions relating to Vehicle Finance, Retail Finance and Savings Accounts.• Assessing customer profile, circumstances, verifying source of funds to determine whether the activity is consistent with the knowledge of the customer• Use open sources to research and investigate transaction information• Documenting sources of information obtained during investigation and giving a detailed rationale on whether the transaction is suspicious or not.• Submit a Suspicious… Show more • Analysing transactions relating to Vehicle Finance, Retail Finance and Savings Accounts.• Assessing customer profile, circumstances, verifying source of funds to determine whether the activity is consistent with the knowledge of the customer• Use open sources to research and investigate transaction information• Documenting sources of information obtained during investigation and giving a detailed rationale on whether the transaction is suspicious or not.• Submit a Suspicious Activity Report where concerns have been identified. Show less

London, England, United Kingdom

• Monitoring banking transactions, screening and analysing to determine if further investigation required due to potential breaches of sanction regulations.• Investigating escalated banking transactions using open sources, analysing information gathered and providing judgements with detailed rationale on whether they have breached sanction regulations and if further escalation is now required.• Team SME for complex referrals and advice.

Northampton, England, United Kingdom

• Gathering and assessing complex evidence from multiple sources and systems for customer regulated complaints on mortgages, personal loans, credit cards, personal banking accounts, interviewing customers for recollection statements, making informed decisions and issuing final responses including calculating any redress due if appropriate.• Adhering at all times to the principles of Treating Customers Fairly and ensuring the customer experience is positive.• Highly organised, managing… Show more • Gathering and assessing complex evidence from multiple sources and systems for customer regulated complaints on mortgages, personal loans, credit cards, personal banking accounts, interviewing customers for recollection statements, making informed decisions and issuing final responses including calculating any redress due if appropriate.• Adhering at all times to the principles of Treating Customers Fairly and ensuring the customer experience is positive.• Highly organised, managing large case workloads, ensuring all complaints are dealt with within the regulated timescales.• Delivering and maintaining high levels of quality, focusing on providing fair outcomes, getting it right first time.• Trained to help customers who have been identified as vulnerable with wider scope when investigating. Show less

London, England Metropolitan Area

• Tasked with setting up inbound telephony team and new process to address abandoned call rates of circa 40% per week. In first week of team going live, abandoned call rate dropped to 0% with all calls being answered. SLA of less than 5% abandoned calls achieved and maintained until project end.• Team consisted of 18 FTE over a split shift covering phone lines open between 8am and 6pm, Monday to Friday.• Ensuring adequate resources available to achieve waiting time and abandoned call… Show more • Tasked with setting up inbound telephony team and new process to address abandoned call rates of circa 40% per week. In first week of team going live, abandoned call rate dropped to 0% with all calls being answered. SLA of less than 5% abandoned calls achieved and maintained until project end.• Team consisted of 18 FTE over a split shift covering phone lines open between 8am and 6pm, Monday to Friday.• Ensuring adequate resources available to achieve waiting time and abandoned call rates within service level agreements.• High degree of diplomacy and empathy required when resolving escalated complaints. Show less

London, England Metropolitan Area

• Responsible for linking the Night Shift operation to the regular Day Shift operations over multiple sites. Engaging with stakeholders across the project sites, cultivating and improving relationships.• Identified gap in process which shortened complaint cycle by 24 hours leading to a 10% increase in production rates and improved customer journey experience.• Presenting analysis on the previous days performance and setting objectives for upcoming shifts in daily Operational Meeting… Show more • Responsible for linking the Night Shift operation to the regular Day Shift operations over multiple sites. Engaging with stakeholders across the project sites, cultivating and improving relationships.• Identified gap in process which shortened complaint cycle by 24 hours leading to a 10% increase in production rates and improved customer journey experience.• Presenting analysis on the previous days performance and setting objectives for upcoming shifts in daily Operational Meeting with Function Leads, Heads of Site and other key stakeholders.• Analysing multiple sources of complex data covering areas such as production, quality and caseload management, creating tailored reports for multiple workstreams and presenting to the heads of, highlighting identified risks and recommending potential solutions.• Representing the Night Shift across a variety of areas including Continuous Improvement, Quality, Risk, Capacity/Strategic Planning, PMO. • Have a proactive approach in addressing and resolving issues in fast paced and constantly evolving environments, evaluating and making appropriate decisions, and being aware of the wider business and customer experience impacts of them. Show less

London, England Metropolitan Area

• Leading and motivating teams of between 10 and 20 Case Handlers/Quality Checkers to maintain high levels of performance ensuring fair outcomes for the customer are delivered in a timely fashion. • New starter trainer/mentor – ensuring handlers achieve the required level of knowledge and competence within timescales.• Ensuring quality standards are maintained, conducting regular performance reviews.• Part of Continuous Improvement work groups, identifying gaps and enhancement… Show more • Leading and motivating teams of between 10 and 20 Case Handlers/Quality Checkers to maintain high levels of performance ensuring fair outcomes for the customer are delivered in a timely fashion. • New starter trainer/mentor – ensuring handlers achieve the required level of knowledge and competence within timescales.• Ensuring quality standards are maintained, conducting regular performance reviews.• Part of Continuous Improvement work groups, identifying gaps and enhancement opportunities in existing processes then providing, managing and implementing solutions.• Interviewing internal and external candidates for positions within the team/across the project.• Conducting daily/weekly risk assessment and compliance checks across a variety of processes, documenting actions taken in weekly reports.• Perform enhanced ad-hoc quality/audit checks across the team based on the outcome of the compliance checks. • Conducting Root Cause Analysis assessments, identifying training/development requirements.• Acting as a Subject Matter Expert for technical/complex escalations.• The ability to adapt to changing circumstances, procedures and requirements quickly in a fast-paced environment, adjusting resources to ensure appropriate workload balancing without compromising quality of output or effecting the customer experience.• Having integrity and professionalism at the forefront of all decisions made, leading teams by that example. Show less

London, England Metropolitan Area

• Leading and motivating teams of between 10 and 20 Case Handlers/Quality Checkers to maintain high levels of performance ensuring fair outcomes for the customer are delivered in a timely fashion. • New starter trainer/mentor – ensuring handlers achieve the required level of knowledge and competence within timescales.• Ensuring quality standards are maintained, conducting regular performance reviews.• Part of Continuous Improvement work groups, identifying gaps and enhancement… Show more • Leading and motivating teams of between 10 and 20 Case Handlers/Quality Checkers to maintain high levels of performance ensuring fair outcomes for the customer are delivered in a timely fashion. • New starter trainer/mentor – ensuring handlers achieve the required level of knowledge and competence within timescales.• Ensuring quality standards are maintained, conducting regular performance reviews.• Part of Continuous Improvement work groups, identifying gaps and enhancement opportunities in existing processes then providing, managing and implementing solutions.• Interviewing internal and external candidates for positions within the team/across the project.• Conducting daily/weekly risk assessment and compliance checks across a variety of processes, documenting actions taken in weekly reports.• Perform enhanced quality checks across the team based on the outcome of the compliance checks and providing detailed feedback with each check.• Conducting Root Cause Analysis assessments, identifying training/development requirements.• Acting as a Subject Matter Expert for technical/complex escalations.• The ability to adapt to changing circumstances, procedures and requirements quickly in a fast-paced environment, adjusting resources to ensure appropriate workload balancing without compromising quality of output or effecting the customer experience.• Having integrity and professionalism at the forefront of all decisions made, leading teams by that example. Show less

Hatfield

• WE Money Ltd is a company providing whole of market mortgage and protection advice to customers.• Company Compliance Officer after changing from Appointed Representative to Directly Authorised. • Wrote and implemented new company procedures following change to Directly Authorised.• Researching new or amended regulatory requirements and providing reports to the company detailing those key changes and the impact on day to day activities/advice. Making sure procedures are updated… Show more • WE Money Ltd is a company providing whole of market mortgage and protection advice to customers.• Company Compliance Officer after changing from Appointed Representative to Directly Authorised. • Wrote and implemented new company procedures following change to Directly Authorised.• Researching new or amended regulatory requirements and providing reports to the company detailing those key changes and the impact on day to day activities/advice. Making sure procedures are updated with any regulatory changes.• Regular quality/risk checks on business submitted by advisers to ensure any advice given to a customer was compliant, suitable and that the appropriate money laundering checks had been made and recorded. Documenting and updating T&C files with the feedback given to the adviser.• Responsible for completing and submitting of the company Gabriel Report, giving a detailed breakdown of the company assets, staff, turnover, business levels and types (products) directly to the Financial Conduct Authority twice yearly. Show less

Brentford And Dorking

• Overseeing and controlling complaints and quality functions of investment department which processed between £800m to £1bn in applications per year.• Designed and implemented complaint process including RCA categorisation.• Analysed data and trends to support process improvement functions.• Ensuring out-sourced Third Party Administrator on bespoke niche investment product adhered to company standards and policies at all times. Responsible for a team of 5 Analysts responsible for… Show more • Overseeing and controlling complaints and quality functions of investment department which processed between £800m to £1bn in applications per year.• Designed and implemented complaint process including RCA categorisation.• Analysed data and trends to support process improvement functions.• Ensuring out-sourced Third Party Administrator on bespoke niche investment product adhered to company standards and policies at all times. Responsible for a team of 5 Analysts responsible for conducting regular quality control checks.• Collaborating with other company functions to ensure policies, procedures and controls remained efficient, fit for purpose, identifying potential or hidden risks. Show less