Sam Cheney Email & Phone Number

• Complex historic reviews, remediation and rectification.• Working in various departments to handle cases, includingfraud, financial crime and customer complaints.• Reviewing customer files in line with CDD requirements,AML and sanctions standards.• Performing KYC reviews whilst applying a risk basedapproach to assess financial crime risks.• Excellent tracking and researching capabilities to trackdown information required to assist in solving cases.• Analysing transactional information to identify risks, trendsand suspicious activity.• Attended regular training to stay updated on the latestcompany procedures, case handling best practices andregulations.• Conducted in-depth investigations to gather evidenceand support business decisions.• Experience in providing SME Support and deployingtraining on new processes and procedures.• Used excellent problem-solving and analytical skills toeffectively resolve queries.• Working in a high pressure environment and meeting strictclient and external SLAs whilst maintaining high qualitystandards.• Generated reports detailing investigations, findings andassociated authorisations, creating audit trails for clientsand regulators.• Troubleshooting new processes and procedures andproviding support in producing process maps and guides.

- Reviewing historic total loss motor claims to determine whether customers received a fair outcome.- Maintaining a high level of quality (99%+) throughout the duration of the assignment.- Assisting the EY QC team with sense checking high value cases to ensure the right case outcomes were established.

Rugby

-Investigating Packaged Bank Account Complaints for one of the UKs leading financial services providers.-Taking an impartial approach to complaints applying TCF to ensure a fair outcome for both the customer and the client.-Effectively communicating with customers via telephony and ad-hoc letters, delivering excellent customer service.-Efficiently adapting in a constantly changing environment, quickly adopting new processes and procedures. -Managing a large pipeline, avoiding breaches where possible.-Working in a high pressure environment and meeting strict client and external (FCA) deadlines and productivity targets on a daily basis whilst maintaining high quality.-Complying with operational risk and rigour standards in a highly regulated industry so as to assist in the respect of protecting people, customers, assets and the client.

Leicester, United Kingdom

- Demonstrating ability to take on and understand new information, learning about the energy industry as well as its regulations and procedures in a short period of time.- Diagnosing and investigating business complaints, communicating with the customers via verbal and written communications through to resolution.- Managing a wide variety of complaints spanning the entire business operation.- Experience of using business operations and customer relations software SAP CRM and IS-U.- Liaising with other departments and third parties in order to resolve complaints within set deadlines.

Northampton, United Kingdom

- My high quality and experience in processing was rewarded with being promoted to Quality Checker. - Error detection and avoidance, with a view to mitigating risk and protecting the reputation of the organization. - Providing constructive feedback to enable case handlers to progress and improve the quality of their work. - Strong focus on overall customer experience through the application of TCF and the Organizations primary customer principles. - Sole QA on customer acceptance processes, in which I created and implemented working procedures. - Lean thinking (LERC LCS-accredited), I have used my initiative to look at how processes can be streamlined creating a more efficient workplace. - Complying with operational risk and rigour standards in a highly regulated industry so as to assist in the respect of protecting people, customers, assets and the Organization.

Northampton, United Kingdom

- Deep knowledge of all PPI products, processing payments for Mortgage, Credit Card and Loan cases.- Detailed investigation and review of customer and account circumstances to determine amount of redress and method of payment.- Contacting sometimes distressed customers in complex cases to resolve any issues and ensure the customer receives the best possible experience. - Employee of the month in a department of c.400 FTE.- Main contact for mortgage operations payment queries, processing replacement payments and reconciliation. - Worked on Anti-money laundering compliance incorporating KYC, by verifying account signatories.- Made Senior processor and trainer on redress payments.- Part of a small team to create structured work procedures for payments processing.- Considerable attention to detail, working at a 98%+ accuracy rate.- Experience of working in a high pressure environment and meeting strict internal and external (FCA) deadlines and productivity targets on a daily basis.- Proficient in calculations, reviewing potentially impacted cases as part of a change to PPI calculation methodology.- Part of a remediation project impacting c.16k customers across multiple products/work streams.

Northampton, United Kingdom

- First point of contact for customer/CMC correspondence. - Logging and processing the complaint ready for redress payments.- Having become the backbone of a fast changing team I secured a promotion within 5 months.- A fast learner; taking on new challenges and responsibilities in an extremely varied and ever expanding role, being the first to test new processes and programs. - Going above and beyond to help those in my team and elsewhere on a daily basis.

Northampton, United Kingdom

Northampton, United Kingdom

Ba(Hons) Advertising With Design, Marketing, Advertising, Design, Business

Education record

Lean Competency Qualification

A Level, Design, Ict, Psychology