Simardeep Gosal Email & Phone Number

Managing and Resolving complaints - Managing consumer complaints escalated to the financial ombudsman service. This involves a variety of complaints including, Motor Insurance, Fraud Complaints, Business Banking complaints. My role here is to investigate complaints by giving an impartial perspective to a situation and liaising with a number of businesses and consumers.

Chesham

Complaint Handling – Dealing with complaints from a variety of sources. Including head office complaint and branch based complaints. I work on the full process of effectively managing and closing complaints. For this I need to derive information from various sources, including payment information, how long the loan was for and what the charges were that was incurred etc. All of this information would provide evidence to effectively manage complaints.Data Entry – I am in charge of inputting data relating to the risk issues our span of branches. This includes the number of cash differences, the number of employees who have not completed their mandatory learning etc. I extract this data using various different tools we have. These tools include data sheets on excel and looking into employee records.Branch Management – I am in charge of 4 staff. I hold overall responsibility for these staff and some of these responsibilities include, performance reviews, conducted 121’s and training staff so they can be the most effective team when dealing with our customers.Ensuring Compliance FCA PRA – This is essential as a breach of this would have major implications. I am responsible in ensuring staff remain compliant via observations and ensuing any regulatories activities are completed on time. Compliance measures are in place for me to monitor staff to ensure they are adhering to the correct standards.I also partook in a six month placement within head office involving observing and conducting KYC procedures. I spent time understanding the measures used when determining risk factors involving customer account openings as well as conducting practical work on identification on document verification checks.