Rochelle Ackerman Email & Phone Number

Saffron Walden, England, United Kingdom

• Following a business restructure the Payments Operations and Contact Centre merged. The purpose of the team what to have a centralised function that focused on all areas of maintaining customer solutions and delivering.
• Focusing on delivering excellent customer service via telephone and other digital communication channels whilst maintaining compliance on long distance contracts.
• Manage the flow of work across the team and maintain awareness of individual and overall team workloads, strive to exceed SLA's, enquiries are resolved at first point of contact.
• Accountable for supporting team members with complex cases, identifying, and addressing training & development needs.
• Responsible for performing regular Quality Assurance on the end to end processes and documenting the results, with metrics agreed within own goals.
• Take full responsibility for any complaints arising from team members actions. Provide constructive feedback & development to individuals as necessary.

Bishops Stortford, Ware And Saffron Walden

Alongside Payment Operations, I took on management of 2 retail branches with the focus of improving staff and branch performance to deliver results. In this short period, I succeeded in turning the branch performance around resulting in a team that were able to deliver on excellent customer service and meet targets set. I built a relationships with all.

Saffron Walden, Essex, United Kingdom

• Manager of the Payments Operation and Technical Support team, taking full responsibility for the day-to-day duties of all operational payment processing and project support. Providing input into requirements and.
• Management and oversight for all operational transactions per annum that the society undertakes each year on all payment methods
• Authoriser of outbound chaps and mortgage completions
• Taking ownership of payment and system issues from beginning to end, working with Finance, IT and Barclays to troubleshoot and resolve issues in a systematic and timely fashion
• Supporting process improvement to achieve efficient and consistent processing across all operations teams
• Managing the implementation of payment regulatory changes into operations & update of processes

Great Chesterford Cambridge

To manage the Savings Operations team to ensure SLA's are met, regulations are adhered to, and processes follow policies and procedures. To regularly communicate with executives to provide MI and operational updates. Attend varied meetings to provide input on requirements, impact and updates on behalf of savings operations. Throughout this period I was a.

• ILM qualified and Responsible for the savings operations team. Ensuring all policy and procedures, regulations and targets are met on a daily, weekly and monthly basis.
• Key individual with access to SBS online banking accounts via Barclays
• Responsible for training & development of staff
• Build first class relationship with key business areas
• Excellence in customer communications
• Organisation & prioritisation of workload

Great Chesterford, Essex, United Kingdom

• Responsible for the investment administration, providing investment processing for the branch network and contact centre. Working to ensure all policy and procedures are met, accurately maintaining accounts and funds.
• Successful daily management of ‘suspense account’
• Key individual with access to SBS online banking accounts via Barclays
• Reconciliation
• Supporting other business areas with processing and queries
• Excellence in customer communications