- Investigating end to end Timeshare complaints, in line with Section 75 and Section 140a of the Consumer Credit Act 1974 (“CCA”)- Investigating Responsible Lending complaints, includes calculating affordability to determine whether this was the right decision for the customer - Writing bespoke final response letters tailored to customers, Claims Management Companies and Spanish Solicitors explaining about the investigation and resolution of the complaint- Reviewing telephone calls, emails and letters to ensure that the customer complaint has been addressed accordingly - Managing new complaints, ensuring they have been acknowledged with the retailer and we have all the relevant information required to investigate the complaint - Reviewing the complaint and the contractual documentation with the retailer, to ensure the right outcome has / was made for the customer- Liaising with Timeshare Retailers, ensuring the correct sales process was followed throughout the customers journey- Responding to enquiries regarding timeshare properties, their locations and features, and benefits of the membership- Performing redress calculations, including interest and tax repayments - Being responsible for investigation, resolution and reporting of all customer related complaints- Working under pressure ensuring the quality of the work is to a high standard- Meeting tight deadlines in accordance with FCA and ‘Treating Customer Fairly’ guidelines- Recording complaint details accurately on all relevant systems and database

My duties at SDFC include end to end investigations into consumer credit / retail complaints, which entail a full investigation and bespoke final response letters tailed to address customer’s query raised. Ensuring all complaints is dealt with under the Consumer Credit Act 1974 – Section 75. On a daily basis I review telephone calls, emails and letters to ensure that the customer’s complaint has been addressed correctly, this include assisting customers who are experiencing financial difficulties as well as irresponsible lending complaints on SDFC’s behalf whereby we have not acted as responsible lenders and may have provided credit to customers when we have not fully understood their financial circumstances. I also carry out varies adjustments to customers’ accounts in regards to balance disputes, false arrears, credit file information, fraud activity, goods not received, promotions, charges, interest and credit agreements. Ensuring targets and quality is 100%.

- Currently Banking & Insurance Quality Assurance Project circa 300 FTE which I helped initiate- Continuous business improvement as well as implementing quality policies- Creating QA checklist and operational change with minimal cost- Leading quality forums and consistence meeting, proven beneficial- Managing teams and analysing MI reports on daily basis- Improving standards of performance using risk and quality assurance strategies- Identifying and developing best practice strategy, such as individual/ business performance- Adhering to compliance objectives skills- Ongoing record of achieving targets in a heavily regulated, dynamic and complex business environment

*Dealing with complaints as a result of PBA (Packaged Bank Account) miss-selling taking into account any risks of the Bank's reputation and ensuring these are handled in accordance with the Financial Services Authority timescales *Providing excellent customer service on behalf of Barclay's *Using own initiative in developing resolutions to complaints by telephone ensuring solutions satisfying both customer and the business *Providing high quality responses to all complex referrals to customers. *Investigating both customer complex queries and complaints along with Head Office complaints, which involves both written and verbal communications.

Job involves ensuring the principle of Treating Customers Fairly is an intrinsic part of the organisations culture by identifying, monitoring and managing any risks within the business. Accurately evaluating cases by inputting decisions, ensuring accurate judgements are made by fully investigating individual cases, and achieving 100% quality compliance. I was responsible for ensuring that complaints are fully investigated and dealt with in accordance with FSA regulations, and for calculating levels of redress or compensation, and also explaining reasons for case decisions to customers.In Homeserve I have also gained experience in other departments such as;Administration Department - job involved organising mail every morning and recording this on the system, making sure customers complaints have been logged and verified to Customer Relations and updating systems accordingly. Monitoring quality standards with agents to ensure compliance and providing them with daily targets. Providing my colleagues with regular feedback on their work and giving agent’s appropriate coaching. Planning how to manage back log and updating this to my managers. Performing other duties and responsibilities that are assigned to me on daily basis.Retention Executive - Job involved identifying opportunities to turn dissatisfied customers into happy customers. Responding to incoming requests for cancellation of services and retaining customers whenever possible. Adhering to appropriate legal scripting where required, responded to queries regarding billing disputes, identifying customer’s needs and objection handling where required. Also calling existing customers back regards to recent claims made and up selling appropriate products. Managing workload and adhering to strict deadlines. Achieving 100% qualityAlso gained experience from other departments like;customer relations, outbound sales and sales and service and worked as Lead Agent due to constantly exceeding targets