Patrick Stevens Email & Phone Number

Kings Hill

Promoted to the role as of March 2015. Previously a Premium Administrator.• Ownership of multiple work streams within protection insurance for different clients, ensuring the service provided meets the service level agreement. • Training and quality checking colleagues on analysing and providing client records, including full premium, refund and claim history, to ensure exceptional accuracy and prevent any breaches at the point of service.• Analysing colleague performance, identifying issues and then delivering feedback in a constructive manner to aid development of skills, accuracy and training of the individual.• Processing high volumes and multiple work streams efficiently to 100% accuracy within strict client criteria, standards and deadlines.• Recording and analysing detailed management information such as colleague quality logs, productivity levels and work stream dashboards in order to enhance efficiency and identify development needs of an individual or the project. • Providing assistance, support and solutions to colleagues, clients and the Financial Ombudsman with regards to urgent queries on the assessment of client claims and records.• Key member in the implementation of new core corporate values and objective performance setting appraisals within the project team by running workshops and developing strategy for communication.• Excellent communication skills helping to maintain good relationships with all clients and colleagues in the hierarchy.• Involved in establishing or identifying any required change in work stream processes to provide a more efficient and accurate service to the client. This includes modifying templates and delegating roles based on management information such as individual productivity and accuracy.

Kings Hill

• Analysing and providing client records, including full premium, refund and claim history.• Analysis of data to determine whether our client’s customers are due a refund of premiums as a result of an earlier capital repayment or redemption of mortgage.• Calculation of the total refund due as a result of capital repayments and judicial review cases.• Evaluating complaints and claims to customer expectations on bespoke software for legitimacy.• Experienced in working to strict client service level agreements and targets.• Multiple process stages offered a diverse role that required acute attention to detail and an exceptional level of administrative accuracy.• Continual training on financial standards and authorities with regards to up to date methods, practices and expectations of employees within the industry.

Maidstone

• Analysing stock levels, discrepancies and then communicating claims to head office.• Meeting stock file accuracy, availability and loss provision targets through write on and off maintenance and reports.• Full stock-take preparation and analysis, results used to generate, key performance indicators, solutions and advancements.• Behind successful warehouse proficiency and stock prioritisation projects that improved operational efficiency.• Training colleagues and identifying potential areas of development.

Bachelor Of Arts (B.A.), Accounting And Business/Management

International Marketing Investment Appraisal Management Accounting Small Business Management Business Management Financial Accounting.

Education record