Simon Goodenough Email & Phone Number

London, United Kingdom

* Workflow Manager of London LBG PPI Complaints - In charge of allocating redress and review cases for over 700 staff.* Responsibility of FCA breach Management across the LBG PPI Project, using various reports to track the location of a complaint and track through to completion.* Analysing cross site production, reviewing capacity and delegating tasks to other sites due to resource availability and production maximisation.* Collating Information from various resources to create In-depth MI reports.* Monitoring Compliance to ensure that all activities are in line with company policies, legislations and Industry best practices.* Applying knowledge and experience to be able to redesign workflow processes to increase the efficiency across the project.

London, United Kingdom

• Performance management of team to ensure that all Individuals are working to meet and exceed all clearly defined targets.• Ensuring that all Individuals are of the correct capability levels to carry out there assigned duties.• Attend team managers meetings and ensure that the relevant information is cascaded appropriately to the team and all queries and concerns are addressed.• Highlighting DPA (Data Protection Act) breaches to senior management to ensure sensitive data is being handled in the correct way.• Performing Quality Control checks on the End of Day (EOD) spreadsheets to ensure the highest quality standard was maintained.• Ensuring claims and other loan information is correctly obtained for all cases within the team.

London, United Kingdom

• Dealing with Lloyd’s Banking Group (LBG) customer complaints relating to Payment Protection Insurance (PPI).• Ensuring complaints are resolved and closed within the time frames outlined by the FSA.• Making sure that complaints are compliant with the procedures laid out.• Providing technical support to graduate & trainee Case Handlers.• Checking payment methods on spreadsheets to be sent to LBG to redress customer refunds.• Maintaining a full audit record of all calculation and correspondence used.• Evaluated complaints to analyse whether an investigation was necessary.

- Assessed and collated information regarding outstanding property risks.- Export information on risks from Microsoft Excel on to the companies system.- Data Input of all Insureds Information.- Analysis of schedules received from the broker to ensure the information provided was correct.- Correspond with the Underwriters to ensure the information obtained was correct.

- Managed a large volume of PPI cases transferred to the team-Organised the incoming postal correspondence and respond accordingly-Manage the casework support email mailboxes.- Undertake training and mentoring for new and existing members of staff- Involvement in projects as and when required.- Assistance on the telephone helpline- created and updated various spreadsheets containing confidential information.-Ensure compliance with laid down policy and procedures, strategy, Legal and regulatory requirements.

- Manged the day books- Processed credit card and cheque payments.- Provided assistance on the telephone helpline-Allocated and distributed incoming correspondance.Filing and archiving- Responsible for stock control

A Level/ As Level, Business Studies And English Language

Btec Qualification - Distinction, Travel And Tourism