Nathan Hebib Qfa Email & Phone Number

Stockport District, GB

• Investigating general banking, consumer credit, mortgage and investment complaints to determine a fair and reasonable outcome
• Speaking with customers over the phone to fully understand their complaint and explain my outcome on their complaint
• Assessing whether complaints are within the Financial Ombudsman Service's jurisdiction
• Managing a large caseload of complaints and maintaining service standards

Dublin, County Dublin, Ireland

• I emigrated at the beginning of March 2020, however due to the Covid-19 pandemic I decided to return to Ireland. Following my return, in July 2020, I was contacted by a former colleague and offered a contract role on a.
• Investigated items of concern in how the Payment Protection Insurance (PPI) product operated in AIB and EBS to determine if there were breaches of regulatory requirements or poor customer outcomes
• Completed root cause analysis to identify how the original issue occurred and how to prevent reoccurrence by engaging with operational areas of the Bank to update or introduce processes and controls to prevent.
• Prepared investigation reports and papers to Programme Steering and the Business Approval Group with proposed rectification approaches
• Review and design of customer communications in customer-friendly language to clearly explain the error and how the Bank are putting it right
• Acted as a point of escalation for queries received by the customer helpline

Dublin, Leinster, Ireland

• Led and developed a team of junior and senior case handlers responsible for managing complex complaints referred to the FSPO (Financial Services & Pensions Ombudsman) on behalf of the Bank
• Supported and developed team members through ongoing training and coaching and built an engaged and motivated team
• Achieved a reduction in the time taken to resolve FSPO complaints and the number of complaints requiring an ombudsman decision
• Collaborated with business areas, Compliance and Legal to ensure consistency in complaints handling, identifying risks and taking action to achieve good customer outcomes and avoid reputational damage to the Bank
• Attended mediations with customers via the FSPO process to reach a mediated settlement to complex complaints
• From October 2019 – March 2020, I managed the Bank's FSPO complaints relating to the Central Bank of Ireland's Tracker Mortgage Examination, a priority area for the Bank.

• Managed the day-to-day operation of the team, including distribution of work, ongoing capacity and performance management, coaching and training for new and existing team members
• Developed and refined team processes and team communications with other areas of the Bank to improve the team’s efficiency and effectiveness
• Developed training masterclass to educate different business areas on the FSPO process, how to manage an FSPO complaint and putting the customer first to resolve complaints
• Acted as an escalation point for team members for complex complaints and cases where management support was needed to find the right resolution to complaints
• Prepared MI and reports for senior management, various committees and CEO/Board, including the accurate completion of the bi-annual Conduct of Business Return (COBR) to the Central Bank of Ireland for FSPO complaints
• Deputised for senior managers in Customer Care in Bank projects to ensure customer impact is considered and represented the Bank's FSPO team at meetings with senior stakeholders and externally.

Dublin, Leinster, Ireland

• Change manager for all incoming regulation impacting on complaints management
• Liaised with Compliance, Legal, IT, Internal Comms and Risk areas of the Bank to review, assess and implement changes required to comply with new regulations
• Prepared decision papers for steering committee for Payment Services Directive II (PSD2) programme on options for compliance with PSD2 complaints management requirements
• Identified and documented business requirements for IT changes required for the complaints management systems for AIB, EBS and Haven to comply with PSD2 complaints timelines and oversaw testing and implementation of.
• Developed communication and training materials to ensure understanding across the Bank of staff obligations on how to comply with PSD2 regulation, including presenting to various business areas and a Bank-wide training.
• Responsible for devising project plan and weekly reporting to programme status meetings, pulse meetings and monthly steering committee

• Engaged with the Financial Services Ombudsman (FSO) and business areas across the Bank to amicably resolve complaint cases where possible
• Prepared and reviewed Final Response Letters and formal submissions to the FSO to ensure the Bank's defence was comprehensive, factual and clearly explained
• Communicated and negotiated with business areas regarding robustness of responses and compliance with Bank procedures, Regulatory Codes and Legislation
• Managed the introduction, implementation and ongoing improvements of SharePoint for tracking of FSO cases and online storage of case files
• Compiled and verified FSO complaints data for Central Bank of Ireland's Conduct of Business Return
• Drafting of team processes and procedures and training of new team members.

• Inbound/Outbound telephony-based collections agent for Personal Loans and Asset Finance
• Reviewing Income & Expenditure documentation to assess customers' financial circumstances, and preparing alternative repayment arrangement or settlement proposals, where appropriate
• Reviewing accounts for viability of collections activity in line with Client strategy and making appropriate recommendations
• Analysis of monthly MI and other administrative tasks.

• Investigating and responding to complaints and compiling formal submissions to the Financial Services Ombudsman within required timeframes
• Liaising with other areas of the business to ensure service levels adhered to and providing support and advice on the proper handling of customer complaints
• Compiled of monthly and ad hoc reports to senior personnel and committees and the Central Bank
• Worked with IT development team on the testing and implementation of changes to the EBS complaints database.

Managed customer calls/queries in relation to debit card & EBS MoneyManager account.

Portmarnock, Co. Dublin

Portmarnock, Co. Dublin