• Being solely selected to complete a review of all matured Mortgages with a current repayment plan. I reviewed and stress tested the plans against upcoming Bank of England Base Rate increases whilst identifying plans which had either failed or were in the process of breaking so remedial action could be implemented. I also provided a statistical overview of this workstream via age, total amounts outstanding and percentage of each category within the overall workstream. • Conducting a review of complex applications and queries for the Mortgage Charter Underwriting Team. I either decided to approve the application or identified what information we required clarification on and took the necessary remedial action.• Dealing with a high volume of Inbound/Outbound calls with customers who had outstanding debts.• Working with customer to agree a solution to their arrears.• Completing Income and Expenditure calculations with customers to ensure all plans were affordable and sustainable for customers. • Communicating solutions verbally on the phone and in writing. • Advising customers of next steps, consequences, and potential legal/repossession actions.• Identifying Vulnerable Customers to give them the required and additional support needed.• Contacting Solicitors and Third Parties who were acting on behalf of the customer.• Examining multiple documents to ensure all the information had been collated and reviewed.• Dealing with customer complaints and providing appropriate resolutions.• Performing ongoing customer due diligence including maintaining and updating of AML and KYC records and information for clients.

• Managing a caseload of files whilst adhering to productivity and quality targets. • Investigating multiple product complaints across various brands– Personal Current and Savings Accounts, ISAs, Credit Cards, technical online / mobile banking issues and general banking complaints. • Past business and remediation review – identifying cases that required further action and proactively identifying process improvements within the department and business. • Investigating and responding to Onboarding Complaints.• Being responsible for customers’ end to end journeys – contact strategy, data gathering, investigation, resolve and redress calculations for complex complaints. • Raising SARs where necessary.• Performing complex redress calculations.

I worked as a contractor via RFS. My role involved:• Managing a caseload of files whilst adhering to productivity and quality targets. • Investigating multiple product complaints across various brands– Personal Current and Savings Accounts, ISAs, Credit Cards, Business Current and Savings Accounts, secured and unsecured Personal and Business loans, Fixed Term Deposit Accounts, Charity Bank Accounts, technical online / mobile banking issues for Personal and Business customers and general banking complaints. • Investigating Bounce Back Loans and Coronavirus Interruption Business Loan complaints.• Past business and remediation review – identifying cases that required further action and proactively identifying process improvements within the department and business. • Investigating and responding to Onboarding and Legal Complaints.• Being responsible for customers’ end to end journeys – contact strategy, data gathering, investigation, resolve and redress calculations for complex complaints. • Raising SARs where necessary.• Performing complex redress calculations• Providing SME support for existing colleagues.

I returned as a contractor via Grovelands and my role and responsibilities involved:• Providing end to end complaint handling for complex complaints regarding the HomeCare insurance product.• Fully investigating customer complaints and assessing level of goodwill compensation, where applicable, in line with the FCA guidelines and treating the customer fairly. • Ensuring that all FCA and FOS guidelines and deadlines were adhered to.• Adhering to strict productivity and quality assurance guidelines so that outcomes were reached in both a timely and fair manner.• Once the complaint was resolved, providing the customer with a final written response and ensuring this was written in a clear professional manner that was tailored to the individual customer’s issues. • Providing SME support for existing colleagues.

I worked as a contractor for Tesco Bank via Huntswood. My role involved:• End to end PPI complaint handling. • Data gathering, investigation, redress calculation and written response.

I worked as a contractor for Aegon UK as part of the Cofunds migration remediation project and this was via Huntswood. The role demands were:• Investigating Platform migration, investments and SIPP complaints. Then respond to clients and IFAs. • Reviewing Price Comparisons and ensure they were correct before providing responses on behalf of Aegon. • Providing SME support for existing colleagues and coaching for newer colleagues.

I worked as a contractor via Huntswood and my role and responsibilities as Customer Care Manager involved:• Provide end to end complaint handling for complex complaints regarding the Group’s Lloyds Bank, Halifax Bank and Bank of Scotland brands.• Dealing with various types of complaints like customer’s issues with Branch staff, the closure to branches, issues with banking products and complaints regarding customer’s accounts being closed due to Anti-Money Laundering and Countering Financing of Terrorism Act 2009.• Liaising both internally and with the customer to provide a fair outcome for the customer and adhering to the TCF principles. • Fully investigating customer complaints and assessing level of goodwill compensation, where applicable, in line with the FCA guidelines and treating the customer fairly. • Ensuring that all FCA and FOS guidelines and deadlines are adhered to and ensuring that the customer is kept informed of the progress of the complaint and made aware of their FOS rights.• Listening to and assessing customer service agent telephone calls and providing feedback where required.• Adhering to strict productivity and quality assurance guidelines so that outcomes are reached in both a timely and fair manner.• Once the complaint is resolved providing the customer with a final written response and ensuring this is written in a clear professional manner that is tailored to the individual customer’s issues.• Identifying and recording the root cause analysis of complaints to identify and address trends, and remove barriers preventing the delivery of successful and efficient customer service.

I worked as a contractor via Huntswood and my role and responsibilities as Customer Care Manager involved:• Provide end to end complaint handling for complex complaints regarding the HomeCare insurance product.• Identifying where the complaint was FCA regulated or not and providing the customer with either rights to escalate their issue to The Financial Ombudsman Service or The Retail Ombudsman.• Liaising both internally and with the customer to provide a fair outcome for the customer and adhering to the TCF principles. • Fully investigating customer complaints and assessing level of goodwill compensation, where applicable, in line with the FCA guidelines and treating the customer fairly. • Ensuring that all FCA and FOS guidelines and deadlines are adhered to and ensuring that the customer is kept informed of the progress of the complaint and made aware of their FOS rights.• Listening to and assessing customer service agent telephone calls and providing feedback where required.• Adhering to strict productivity and quality assurance guidelines so that outcomes are reached in both a timely and fair manner.• Once the complaint is resolved providing the customer with a final written response and ensuring this is written in a clear professional manner that is tailored to the individual customer’s issues.• Identifying and recording the root cause analysis of complaints to identify and address trends, and remove barriers preventing the delivery of successful and efficient customer service.I was offered an extension to my contract however declined this to pursue future opportunities.

I worked as a contractor via Huntswood and my role and responsibilities as Customer Care Manager involved:• Provide end to end complaint handling for complex complaints regarding the Group’s Lloyds Bank, Halifax Bank and Bank of Scotland brands.• Dealing with various types of complaints like customer’s issues with Branch staff, the closure to branches, issues with banking products and complaints regarding customer’s accounts being closed due to Anti-Money Laundering and Countering Financing of Terrorism Act 2009.• Liaising both internally and with the customer to provide a fair outcome for the customer and adhering to the TCF principles. • Fully investigating customer complaints and assessing level of goodwill compensation, where applicable, in line with the FCA guidelines and treating the customer fairly. • Ensuring that all FCA and FOS guidelines and deadlines are adhered to and ensuring that the customer is kept informed of the progress of the complaint and made aware of their FOS rights.• Listening to and assessing customer service agent telephone calls and providing feedback where required.• Adhering to strict productivity and quality assurance guidelines so that outcomes are reached in both a timely and fair manner.• Once the complaint is resolved providing the customer with a final written response and ensuring this is written in a clear professional manner that is tailored to the individual customer’s issues.• Identifying and recording the root cause analysis of complaints to identify and address trends, and remove barriers preventing the delivery of successful and efficient customer service.

My role and responsibilities as Customer Care Manager involved:• Investigating and offering resolutions to a wide range of customer complaints within TCF guidelines. • Raising issues internally to ensure an efficient and consistent level of service and case management. • Working in close liaison with various internal stakeholders such as the Underwriting, Collections, Fraud and Claims departments. • Identifying and recording the root cause analysis of complaints to identify and address trends, and remove barriers preventing the delivery of successful and efficient customer service.• Providing support via advice and coaching to other areas of the company when they are dealing with a customer’s expression of dissatisfaction or complaint.• Training new members of my department. I have also been involved in various other projects such as:• Completing Root Cause Analysis reports for Complaints for my department.• T-NPS Analysis/Reporting. • Being involved in a working group for designing and implementing new Complaint and Expression of Dissatisfaction systems in line with recent FCA changes.• Completing reports analysing the service provided by an existing supplier during the tender process when their contract was due for renewal.• I also co-designed an internal website that helped frontline advisors identify and try to resolve expressions of dissatisfactions at first point of contact.