Max Cojo-Buadi Email & Phone Number

London, England, United Kingdom

London, United Kingdom

Responsible for managing the efficient procedural running of Fitness to Practise hearings and meetings. The Panel Secretary produces a robust, ‘stand-alone’ determination which accurately reflects the panel’s decision and ensures compliance with legislation and NMC policies and processes.

London, United Kingdom

Provide consistent and high-quality customer service to parties involved in Fitness to Practice cases. I write first document drafts and proofread documentI organise case files and compile litigation bundlesI carry out office administration, such as photocopying, making and receiving phone calls, and fielding correspondenceI manage correspondence by answering emails, sorting and posting mailI draft, format, and print relevant documentsI prepare, summarise and analyse case-related documentation.I tailor correspondence to suit the requirements of the recipient.Obtain information expediently in compliance with departmental procedures and deadlines.Maintain accurate records and case information using the case management system to ensure the integrity of data.Provide high quality customer service to stakeholders.Manage the expectations of team members and escalate matters as appropriate.To comply with audit requirements and ensure errors are rectified immediately. Manage large quantities of sensitive information, safeguarding privacy. Ensure that Corporate Governance is maintained and for corporate complaints, FOI/DPA and data breaches.Edit, verify, evaluate and maintain the records management system.Responsible for the switch from paper records to electronic records.I deal with requests and enquires for information from both internal and external stakeholders.Generate purchase orders for internal and external stakeholders.

London, United Kingdom

• I provided consistent, high quality customer service to various stakeholders, registrants, defence organisations and third parties in person at the hearing venues and in writing.• I facilitate the running of Practice Committee hearings, including preparing the room ensuring all documents, reference materials and consumables are to hand before and after the hearing. I continue to provide support throughout the duration of the hearing• I manage my workload to ensure tasks are completed in line with key performance indicators and service level agreements • I am the point of contact for Committee members and act as an interface between them and colleagues across the organisation and be a source of advice and guidance to them as required• Manage large quantities of sensitive information and safeguarding privacy• Identify and deliver any suitable arrangements to deal with any vulnerable and / or anxious witnesses to ensure that they can participate in the hearing process fully, and that their needs are understood by all interested parties• I collect feedback from witnesses about the witness support service and ensure that any improvements identified are passed on to the Witness Support Officer to be implemented• I ensure that appropriate records of witnesses are maintained and produce any data required about witness attendance• I support and assist unrepresented registrants as well as defence witnesses throughout the hearing. I ensure that they understand the hearing process and what is expected of them as a witness• Facilitate partnership working with stakeholders and defence organisations to improve working practices and efficiency• I maintain accurate records and case information using the GDC Case Records Management (CRM) System, and carry out routine maintenance and updating of these databases as required

London

Investigated financial disputes making an impartial decision on whether the case was to be upheld or rejected, in accordance with FCA guidelinesWrote bespoke final response letters to customersPerformed accurate redress calculationsWorked to targets which apply to both the quality and quantityWorked with in-house databases and other IT systemsDelivered excellent customer service, resolving claims at the first point of contact. Worked as part of a team supporting other team members.Was efficient and accurate to ensure every clients claim was processed with as much information possible.Showed excellent communication skills and a confident disposition when dealing with people, sometimes in difficult circumstances.Accurately prepared the remediation calculation, letter and options form.Maintained personal compliance of operational and regulatory risk.Ensured all legislative regulatory requirements were adhered to with the complaints handling policy, training, competency scheme and business standards.Ensured quality was embedded within the work and decisions were in line with policy.

Resolving cases at the earliest opportunity by telephone or in writing, based on the facts of the case. Advise on possible actions that could be taken in order to help the consumer seek a resolution or provide advice on how to make a complaintDelivering the outcome of the cases to businesses and customers. Consistently achieve objectives set across a broad range of metrics - including quality, operational and financial. Collating information from both the consumer and financial service provider and analysing the facts to find a viable recourse Actively manage personal caseload, support the caseload of the team and contribute to the achievement of team objectives. Develop and maintain a detailed understanding of general case-handling techniques and technical knowledge across all areas of financial products and services. Support a culture of inclusivity with the team and the organisation, respecting people's differences. Was required to coach individuals and teams to be consistent in our approach; in doing this, I provide positive and difficult feedbackWork within a team to identify and share areas of best practice and knowledge Other roles and responsibilities include the day-to-day management of on-going complaints, actioning post, providing updates and ensuring I maintain my operational targets.Acquiring information and analysing evidence necessary to investigate and resolve disputes between financial businesses and their consumers.Ensuring that complaints are handled in line with the Financial Conduct Authority (FCA) guidelines and timescales as per the Dispute Rules.Communicating assessments made to both sides of the dispute in a way that is clear, fair and impartial.Supporting the customer service team by analysing feedback from consumers and providing advice on ways in which the service that we provide can be improved.Handling all complaints as per agreed quality levels and in line with Financial Ombudsman Service values

London, United Kingdom

Interviewed over 100 clients, both face to face and on the telephone to gain a full understanding of their situation and key issues, and assisting the client to set priorities.Liaised with Bureau supervisors to identify appropriate options for the client and provided them with tailored legal advice.Communicated and interpreted relevant information to the client, and exploring the options to enable the client to make decisions.Acted, where necessary, on behalf of the client, to make telephone calls, negotiating with third parties, drafting letters, budgets, benefit appeal forms, ET1 forms, financial statements and carrying out any calculations as appropriate.Negotiated with Third Parties where appropriate.Delivered advice services at different outreach locations.Kept up to date on important issues by attending ongoing Bureau training, and by essential reading.Researching the issues the client faces, using the Bureau information system, statutes, case law and other electronic information databases.Maintained case records for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation.Reviewed and advised clients on legal documents such as debt arrangements, registered titles, leases, tenancy agreements, consumer contracts and court documents.Made effective referrals to specialist advisers and/or agencies.Prepare reports for the line manager as requested.Assisted with social policy work by providing information about client's circumstances, statistical information and the nature of the cases.Alerted other staff to local and national issuesRepresented the Citizens Advice Bureau at a Business Links event.Was awarded a nationally recognised certificate for competency in Generalist Advice Work.

Advanced Certificate In Compliance, Compliance, Merit

•The Regulatory Framework in the UK •UK Regulation in Practice •The Role of the Compliance Officer •Understanding the Regulators' Key.

Advanced Certificate, Public Relations/Image Management, 2:1

Cpe/Graduate Diploma In Law, Law

Bachelor Of Arts (Ba), Law, 2:1