Luke Chan Email & Phone Number

Pitreavie, Dunfermline

Edinburgh, City Of Edinburgh, United Kingdom

Edinburgh, City Of Edinburgh, United Kingdom

Edinburgh, United Kingdom

I am currently contracting as a Complaint Manager within Lloyds Banking Group. This role is very challenging in regards to targets and requires maximum quality and precision to maintain the high expectations of the client. I was one of fifteen carefully selected out of 70 other colleagues from the previous project due to my quality standard, work ethic and proactive approaches to my work.My role started as an end to end process, this required me to deal with my customers from start to finish. This would require me to take an organised approach to my work for me to be able to serve as many customers as I could with the accuracy I do. As the project grew and changed I was able to gain experience in every department which I also had to undertake additional training to gain my competency for the specific skill. I was able to take on a side project working with deceased customers during my time on the project.• Dealing closely with customers over the phone• Reviewing customer complaints and complaints sent from Complaints Management Companies• Gathering customer information from various applications such as; Resolve, CINS, PBS, COBRA• Prioritising workloads to keep compliant with FCA• Calculating redress offers• Writing and sending full decision letters on a case to case basis• Meeting highly set targets• Quarterly tests to keep up to date with compliance, risk, AML and sanctions• Implementing changes in processes frequently

Edinburgh, United Kingdom

My role required me to be very diligent and very hard working in a supremely fast paced environment while dealing with Life and Investment policies.• Handling cases (rectifications and remediation)• Indexing high workloads • Assessing and dealing with Life and Investment Policies• Learning and updating knowledge on monthly health and safety changes• Using various applications such as; PEGA, Resolve, Rufus, Alis, Synapse, CMS.• Prioritising workloads to keep compliant with FCA• Meeting targets for more than 1 area of work• Quarterly tests to keep up to date with compliance, risk, AML and sanctions• Identifying fraudulent customers and customers subjected to a Sanctions check

Edinburgh, United Kingdom

Edinburgh, United Kingdom

Edinburgh, United Kingdom