Robin Pearson Email & Phone Number

North Shields, GB

North Shields

As a dedicated Compliance Manager and Mortgage & Protection Adviser at Mortgage Connect (NI) Ltd, I specialise in ensuring regulatory adherence while providing expert guidance to clients in their mortgage and protection endeavors. With a focus on consumer protection and financial well-being, my mission is to navigate the complex regulatory landscape.

United Kingdom

Sunderland, United Kingdom

• Investigation and assessment of secured PPI contracts.
• Carry out risk based preventative checking so that customer impact is reduced as a result of quality issues identified.
• Drive and enhance the ability to consistently execute a quality outcome for customers.Provide recommendations and insight to ensure a first class quality customer experience is delivered
• Ensure that the work carried out is in line with Operations process and standards expected
• Provide feedback and proposed actions to address issues identified where standards are not met
• Ensure subject matter skills and knowledge are in place to carry out appropriate level risk based QC

United Kingdom

via Resources In Insurance Group- Providing management services to a PPI project, including the daily management of specialist complaint handlers, ensuring productivity and quality targets are achieved and maintained.

Manchester, United Kingdom

- Handled customer’s complaints and complex queries within agreed time-frames- Assessed eligibility and suitability of PPI claims by means of proactive investigation- Decided on whether to uphold or reject customer claims, and ensured customers were updated at all times- Maintained customers' up to date record and file data- Sent out final response letter.

North West

- Audited a large, UK mortgage provider's debt management compliance procedures, including historic and current processes in line with MCOB 13- Worked from client's systems to create a detailed analysis of current procedures, and created reports based on findings

Financial Ombudsman Service / Randstad

- Judged consumer complaints about financial institutions and regulated products, such as mortgages, MPPI, life cover etc.- Investigated issues, declared and undeclared, liaised with multiple financial institutions, considered if/how redress should be administered and communicated opinion in writing, either to the business or consumer- Handled sensitive.

Barclays

- Reviewed retrospective investment sales in relation to suitability issues identified by FSA- Calculated redress and contacted customers informing them of decision- Maintained accurate Management Information for cases processed, decisions made and compensation offered

Deloittes

- Audited compliance procedures of a major bank that included historic and current processes in line with MCOB 13- Analysed by use of terms of reference and work programmes, and submitted detailed reports to client including analysis of calls- Kept accurate statistics on cases handled

Hbos

- Reviewed investment sale complaints, including Bonds and ISAs, based upon fact finds, suitability letters and other company documentation, and judged suitability of the sale based on a holistic review- Contacted past customers, detailing the decision made and the rationale behind the decision- Maintained accurate management information for cases.

Nationwide

- Handled mortgage complaints in accordance with company policy and regulatory guidelines, and contacted clients with a full response to their complaint- Maintained accurate statistics on cases handled, compensation offered and number of cases closed

White Horse Mortgage Services

- Established contact with mortgage arrears customers on behalf of lenders, with a focus on financial hardship- Arranged appointments with clients to establish the reason for arrears and ascertain their current circumstances- Completed financial and security condition report, with income and expenditure form and proposal of new payment plan- Advised.

Financial Planning Certificate, Financial Services

Financial services, regulation & ethics (RO1), 2012 Equity Release 1, 2008 Ce-Map Bridge Paper, 2002 Financial Planning Certificate 2.

Life Skills

Education record