Michael Fairfield Cemap, Dipfa Email & Phone Number

Newport, Wales, United Kingdom

I am currently an Operations Team Lead for the Savings and Contact Centre department within the Building Society. I lead a team handling the full life cycle of personal and business Savings accounts. This includes ensuring the Society has effective and robust procedures in place to protect its interests and comply with current regulations, such as effective Know Your Customer (KYC) and Know Your Business (KYB) checks for customers when opening an account. I lead a team operating effective call centre telephone lines for customer enquiries, and contribute to the development of the areas processes to support the Society’s growth aims.

Bristol, England, United Kingdom

My experience within this role includes leading a complaints team handling mortgage, loans, and transaction banking complaints in adherence with the FCA’s Dispute Resolution Handbook. I developed process maps for the customer complaint journey and supported mortgage and loan underwriting and audit, inclusive of essential Know Your Customer (KYC) checks to ensure the Bank met its requirements under Anti-Money Laundering Regulations.

Cardiff, Wales, United Kingdom

Within this role I ensured compliance with tax law for both small and large businesses. I lead business audits to discern the extent of compliance with current tax laws, rigorously testing record keeping and interviewing business leads. I also supported colleagues as a Digital Ambassador, providing upskilling on all Microsoft packages and internal softwares.

Yate, England, United Kingdom

Leading a Complaints, Freedom of Information and Information Governance team on behalf the Council

Chester, England, United Kingdom

My experience on this project included leading Dispute Resolution teams for both general banking and insurance, Litigation, Contact Centre, GDPR and Collections teams.