Michael Basra Email & Phone Number

Wolverhampton, United Kingdom

Duties include taking ownership of customer’s complaints from start to finish. Investigating complaints and resolving them to the customers and businesses satisfaction whilst adhering to FCA guidelines. The role involved the calculating and awarding of financial compensation in line with FCA guidelines. The business is a home emergency insurance broker. They handle claims on behalf of Inter Partner Assistance SA who are a wholly owned subsidiary of AXA Assistance SA and part of the worldwide AXA Group. These claims involved arranging the attendance of an engineer to complete home emergency repairs at the customers’ home under their insurance cover. My role involved contact with the customer and third parties by telephone to investigate root causes of complaints and to resolve these matters for the customer. Contact with the customer was occasionally made by email according to their preference. The role also involved bespoke letter writing to customers to confirm the understanding of the complaint, the investigation into the complaint, my decision and rationale and to provide customers with their rights in accordance with the Financial Ombudsman Service. I was given the task of quality assuring some colleagues letters on occasion to ensure the businesses and regulators standards were met. While undergoing a retraining exercise shortly after joining the business, my complaint investigations were used as a good example to other colleagues for how to concisely display their findings. This was in order to provide a clear audit trail in accordance with the FCA guidelines for complaint handling. I also worked on a historical complaints review which was run in accordance with an agreement set out by the Financial Conduct Authority. This review was a proactive remedial action to ensure customers received fair resolutions to complaints closed two years prior. Computer systems used included HTML, Java, AS400 and MS Excel databases.

Duties include taking ownership of customer’s complaints from start to finish. Investigating complaints and resolving them to the customers and businesses satisfaction whilst adhering to FCA guidelines. The role involved the calculating and awarding of financial compensation in line with FCA guidelines. The business is a home emergency insurance broker. They handle claims on behalf of Inter Partner Assistance SA who are a wholly owned subsidiary of AXA Assistance SA and part of the worldwide AXA Group. These claims involved arranging the attendance of an engineer to complete home emergency repairs at the customers’ home under their insurance cover. My role involved contact with the customer and third parties by telephone to investigate root causes of complaints and to resolve these matters for the customer. Contact with the customer was occasionally made by email according to their preference. The role also involved bespoke letter writing to customers to confirm the understanding of the complaint, the investigation into the complaint, my decision and rationale and to provide customers with their rights in accordance with the Financial Ombudsman Service. I was given the task of quality assuring some colleagues letters on occasion to ensure the businesses and regulators standards were met. While undergoing a retraining exercise shortly after joining the business, my complaint investigations were used as a good example to other colleagues for how to concisely display their findings. This was in order to provide a clear audit trail in accordance with the FCA guidelines for complaint handling. I also worked on a historical complaints review which was run in accordance with an agreement set out by the Financial Conduct Authority. This review was a proactive remedial action to ensure customers received fair resolutions to complaints closed two years prior. Computer systems used included HTML, Java, AS400 and MS Excel databases.

Card Payment team.Duties included working within the mortgage collections team, taking card payments via telephone for customers’ mortgage payments and taking overflow work for the mortgage administration team. Mortgage Processing team. Duties included liaising with mortgage brokers looking for updates on mortgage applications as they were processed. This included call logging and maintaining contact with brokers’ offices and solicitors attached to the applications via telephone.While the selling of the mortgages was non-advised, I was required to have a working knowledge of the features and benefits of the mortgage products being sold. This included updating the brokers about new products on a non advised basis.During my time here I worked with HTML, MS Excel and MS DOS based databases.

Duties included serving customers, replenishing stock and picking up orders from cash and carry. Counting cash and floating the till was required at the end of every shift. Also, locking up and securing the premises. Responsibilities also involved early opening for newspaper deliveries. This was a part time job undertaken while studying for my A-level qualification. During my time here I worked with a MS DOS and a HTML touch screen based database.