Michael Johnson Email & Phone Number

Wallsend, England, United Kingdom

In my previous role with the Society I worked on two secondments within the Customer Liaison Team to resolve Society complaints, particularly in relation to the mis-selling of Mortgage Payment Protection Insurance.My main duties and responsibilities:*Recording, investigating and responding to customer complaints, both written and verbal, within regulator, Ombudsman and Society timescales.*Training and developing colleagues on department tasks and procedures.*Creating and delivering presentations to team and management and leading team meetings and consistency sessions.*Using Society systems and paper records to ascertain whether customers may have been mis-sold Mortgage Payment Protection Insurance and providing a detailed response including evidence to confirm the investigation outcome.*Working on ad-hoc projects following instructions from the Financial Ombudsman Service and internal departments to ensure customers were provided with the compensation they were entitled to.*Reviewing complaints in cases where customers did not agree with the Society's findings or had chosen to take their complaint to the Financial Ombudsman Service for assessment.

Wallsend, England, United Kingdom

In my first role at Leeds Building Society I worked within a team of 17 staff providing support to the Direct Mortgages department.My main duties and responsibilities:*Providing administrative support to the Direct Mortgages team to ensure mortgage documentation is prepared correctly and issued to customers within strict service standards.*Acting as the point of contact and setting daily workloads for the team.*Issuing management information statistics to provide daily updates on individual and team performance.*Handling department complaints with the aim of resolution and minimum cost within three working days. *Acting as the first point of contact for incoming calls from customers wanting to discuss their mortgage needs.*Training and developing colleagues on department tasks and procedures and ongoing reviews of training needs.*System testing to ensure new software is capable of producing documentation that meets both regulatory and customer requirements.*Dealing with both internal and external customers on a face-to-face basis, over the telephone and in writing.

Newcastle-Upon-Tyne, England, United Kingdom

Kings Manor Properties Ltd was a wholly owned subsidiary of Newcastle Building Society and a residential landlord. At the peak of Kings Manor Properties there was a portfolio of 128 residential investment properties throughout the North-East and York.After a short period providing administration assistance I was appointed to work alongside the Portfolio Manager on a permanent basis.My main duties and responsibilities:*Providing the first point of contact for issues and queries to ensure the efficient day-to-day running of the portfolio, whether this be via telephone, mail or face-to-face contact.*Assisting with the management of the Society’s legacy branch network including the arrangement of all required safety checks.*Corresponding with tenants and letting agents to ensure rental payments were received in full and on time.*Arranging annual gas safety inspections for properties.*Creating a network of qualified contractors and instructing them for repairs and maintenance at properties while ensuring invoices for works were paid on time.*Ensuring regular property inspections were undertaken by letting agents and the Portfolio Manager.*Dealing with general office administration and queries from tenants, agents and contractors.*Corresponding with tenants, agents and solicitors and completing legal paperwork to ensure property sales were completed as conveniently as possible as the portfolio was wound down.

Newcastle-Upon-Tyne, England, United Kingdom

Within this role I worked in a team of 3 people dealing with the Society's in-house remortgage process.My main duties and responsibilities:*Dealing with the legal aspects of the remortgage applications allocated to the Society's remortgage team.*Corresponding with customers, brokers and colleagues with application queries.*Issuing legal documentation to customers and chasing customers and companies for outstanding documentation.*Setting completion dates for remortgage applications.*Monitoring the department suspense account to ensure all balances were reported correctly.