Mark Mclaughlan Email & Phone Number

Falkirk, Gb

Glasgow, Scotland, United Kingdom

Glasgow, United Kingdom

- Responsible for managing my own workload, primarily consisting of investigating complex mortgage complaints ranging from financial to technical issues through all stages of the mortgage process (from application to after mortgages are redeemed). Many cases demand a sensitive approach because of customers personal circumstances. I analyse customer testimony, multiple bank systems, documentation and liaise with colleagues from all areas of the bank to establish fair outcomes to customers. My investigation and decision rationale is clearly stated in a Final Response Letter to customer - Uses all available resources and attention to detail in order to calculate any redress due to customers- Provide ‘ Root Cause Analysis’ and recommended remedial actions to areas responsible across the whole bank to ensure common causes for complaint are highlighted and dealt with appropriately.- Discuss complex cases with internal stakeholders who need to authorise higher paymentsDeputising for team manager by attending meetings and collation of statistics before delivering daily buzzes to colleagues- Keeping up to date with internal and industry changes to ensure customers are treated fairly in line with changing regulations and opinions- Ongoing training and shadowing to new and less experienced colleagues- Completed various internal courses and ongoing annual accreditation tests

Clydebank

-Complex query and complaint investigations which includes liaising with branches, mortgage advisers and other departments within the bank-Reconstruction of the running on mortgage accounts using Excel and several propriety systems to identify and remedy any issues that may have arisen-Preparation and processing of transactions using the bank’s processing system-Calculation and entry preparation of Redraws and Payment Holidays-General mortgage account amendments - payment amount, payment date, feeder details etc-Helping with the review and implementation of procedures within the team-Quality control of colleagues work undertaken within the team-Management of own workload-Completed several internal courses as well as achieving the industry recognised Professional Bankers Certificate-General administration duties