Currently working in an investigations role, working through one of The Big Four firms for a Global Bank. Duties involve:• Investigating and formulating decisions on PPI (Payment Protection Insurance) mis-sale complaints.• Writing to customers with the outcome of complaints.• Ensuring complaints are worked to a high standard, as well as meeting regulatory and the bank’s own requirements and targets.Have also trained and worked within the triage and redress departments.

Working as a level 3 complaints handler, communicating with FOS adjudicators in relation to complaints about packaged bank accounts. Duties included:• Investigating and formulating decisions regarding the missale of PBAs, and writing to the Financial Ombudsman Service with the outcome.• Liaising with customers and the Financial Ombudsman Service to make informed decisions• Calculating redress and adding this to the customer’s decision letter• Ensuring complaints are worked to a high standard, as well as meeting regulatory and the bank’s own requirements and targets

Predominantly working in the proactive telephony department, but also handling complaints end to end. Duties included:• Speaking to customer's at various points of the PPI investigation process (both inbound and outbound)• Providing updates and using appropriate questioning techniques to obtain relevant information relating to the sale of PPI, recording all information provided by the customer that could be deemed as relevant to the investigation.• Making decisions on cases if information provided hits certain criteria. • Ensuring communication was effectively delivered to a high standard, meeting both regulatory and the bank’s own requirements.