Mohammed T. Email and Phone Number

To provide a support service to Financial Advisers and end clients, delivering an industry leading level of customer service and continuously finding ways to help the Financial Advisers achieve and manage their client's portfolios and the business to achieve their strategy and objectives.- Supporting clients and financial advisers with the use of the online wealth platform, assisting them how to navigate around the tools and online facilities available to them.- Completing DFM's (Discretionary Fund Manager Authorisations), Valuations, CTAC's (Changes to adviser charges) and EOW's (Expression of wish).- Portfolio and cash management. - Client payments including processing withdrawals, regular payments and cash movements.- Maintaining customer accounts and records.- Inputting changes into back office systems.

Assessing and adjudicating complaints/claims received from Solicitors and Claims Management Companies (CMC’s) relating to the historical mis-selling of Packaged Bank Accounts that included multiple types of insurance benefits. This role required holistic analysis of the pre- and post-sale circumstances to ultimately ensure an evidence based final decision which was a fair outcome for the bank and the customer whilst adhering to the relevant FCA guidelines. This included analysis of multiple sources including legal documents, statements, testimony-based evidence and records of communication through various channels (telephone, email, SMS, Letter) with full commentary and evidence collated for an audit trail for potential FOS escalation.- Complete end-to-end holistic investigation of cases with final decision on redress.- Assessing the insurance based and other benefits of the multiple packaged bank account products provided to the customers to ascertain if there was suitability and eligibility. - Reviewing the point of sale to ensure correct LBG historical sales processes were followed and including applicable distress and inconvenience payments where necessary,- Adhering to FCA guidelines and LBG policy to ensure fair, evidence-based outcomes with evidence captured for audit trail if case escalated to FOS.- Project included major emphasis on identifying vulnerability and financial difficulty and completing a review of the circumstances, obtaining explicit consent to record details and signposting.- Following TEXAS guidelines (process for identification and retention of information in relation to ‘vulnerable customers’).- Creating Final Response Letters that communicate final decision for both customer and if applicable their legal representation (Solicitors/CMC’s).- Capturing and accurately recording data for MI purposes.

Analyst within a remediation project which required investigations into if the customer was entitled to enhanced annuity (retirement income products sold by insurance companies) at the time of purchase based on medical and lifestyle conditions as per regulatory review (FCA). • Gathering then analysing information to ascertain if redress is due based on health/medical and lifestyle factors.• Conducting telephone-based interviews to ascertain key information pertinent to case.• Multiple mailbox management for various stakeholders.• Accurate data entry and processing of customer queries.• Acting as a point of contact for customers and handling calls in line with agreed SLA.• Service query handling.• Maintaining personal compliance of operational and regulatory risk by performing required validation and security checks for all cases where required• Ensuring all legislative and regulatory requirements are adhered to through compliance with the complaints handling policy, competency scheme and business standards.