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
• 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.
• 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.
• Adhering at all times to the principles of Treating Customers Fairly and ensuring the customer experience is positive.
• Highly organised, managing… Show more
• 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..
• 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
• 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
• 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.
• Representing the Night Shift across a variety of areas including Continuous Improvement, Quality, Risk, Capacity/Strategic Planning, PMO.

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
• 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.

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
• 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.

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
• 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.
• 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.

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
• 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.
• Collaborating with other company functions to ensure policies, procedures and controls remained efficient, fit for purpose, identifying potential or hidden risks. Show less