Niki Dobson Email & Phone Number

Leeds, England, United Kingdom

Manchester, England, United Kingdom

Mortgage governance and control

Secondment

Leeds, United Kingdom

FOS operations.Dealing with a range of complex complaints & queries referred from the Financial Ombudsman Service in an effective & timely manner.Reviewing & investigating each complaint on its own merits & making a decision on behalf of the bank.

Providing administrative & rigour support for the operation.Duties include:Booking travel & accommodationExpense support for leadership teamSystems access requestsEnsuring organisational structure is up to date for local business areaEvent planningDiary management - including scheduling appointments & sends diary invitesCreating agendas & minute taking in meetings - including those of a sensitive & confidential natureRecruitment project - all aspects of recruitment covered including scheduling, booking venues, assesssment facilitation, interviewing, scribing & C.V. reviews.

Working across a number of areas within Mortgage Services including: Contact centre - taking inbound calls relating to the status of mortgage applications. Development in this role led me to working on the help desk for junior call centre agents which provided assistance with Coles queries & escalated calls. Also provided training & side by side coaching to new members of staff.Mortgage Originations - Case Manager. Assessing mortgage applications, dealing with incoming post, administering customer accounts & producing well reasoned written responses. Resource Management & Information Team - Producing in depth reports for the senior management team and live staff statistics to team leaders. Information provided was vital for forecasting & planning the allocation of work. Seconded Team Leader - Responsible for 14 FTE. Conducting monthly & quarterly appraisals. Capacity planning.

Btec National Diploma, Performance Studies

Gcse

Nvq Level 3 Customer Services