Stephen Brown Email & Phone Number

Merseyside, England, United Kingdom

Merseyside, England, United Kingdom

Liverpool, England, United Kingdom

Responsibilities included providing a high level of service to Premier account customers in their day-to-day banking. This included arranging international transfers, where possible resolving complaints at first point of contact, contacting Relationship Managers, and looking for opportunities where I could improve and enhance the service provided and the products the customer holds with the bank.Supporting Retail Contact Centre as required, as overflow, to service Current account customers.

Bootle, England, United Kingdom

Responsible for supporting and reporting on incidents and issues across Retail and Business Contact Centres, considering risks to customer and bank procedures, liaising with multiple operational areas (including, Service Delivery, Resource, Communications), to resolve issues and minimise impacts.Managing work-related process improvements; escalating and following proposal through to implementation where applicable.Supporting Audit & Compliance dept. to drive improvement across specific business area.

Bootle, England, United Kingdom

Responsible for the production of reports provided to Retail and Business senior management team across Santander UK Collated and report on Risk & Quality (R&Q) performance relating to control requirements to assist wider R&Q teamChaired weekly meeting regarding queries emanating from the R&Q team, along with MI requests, co-coordinating next steps and tracking delivery and outputDeputised for Manager on project related to review of gaps between Controls Manual and Business Banking. Initially tasked with conducting first review in readiness. Main responsibility was to capture, review and update action items. Provided monthly report regarding Anti-Bribery & Corruption learning completion and Gifts & Hospitality, reported at Director Level. Previously responsible for collation and review of all Mandatory Training completion.Draft and delivery of numerous communications giving clear update to relevant departments / audienceNumerous Terms of Reference written relating to job specific tasksInstrumental in production and publication of Mandatory Training requirements document Responsible for management of R&Q appeals (September 2012 - April 1, 2013)

Bootle, England, United Kingdom

Responsible for recruitment of new team members into a newly developed roleDeveloped recording tool to ensure correct management of Internal ControlsManaged appeals against Risk & Quality Team evaluations from Operational ManagersPrioritised workload and managed resource when required to assist other teams/areasLiaised with Operation to deliver overview of scorecard to coaches / new to group employees.

Bootle, England, United Kingdom

Audited Team Manager staff reviews to ensure that they were accurately monitoring advisor performance, were compliant with current security and process policies, as well as reviewing the advisor interaction from a customer experience perspectiveKept security and procedural risks to a minimum by highlighting any potential issues, making recommendations on improvements and ensuring all processes were clear and understandable Monitored new policies to ensure any changes were been fully embeddedProduced slides to be used in monthly Team Time documents and on Plasma screens, and produced and delivered presentations to the Operation at manager and advisor level.

Bootle, England, United Kingdom

2004 – 2006 Team Manager (Current Accounts Direct) – Experience in coaching staff to deliver excellent results across all aspects of accounts opening, retention and switching. 1999 – 2004 Team Manager (Current Accounts Servicing and Credit Cards) – Managing and coaching staff to deliver excellent results across all aspects of account management. 1996 - 1999 Team Leader, Gold/Company VISA Credit Card team and Credit Card Retention Team

Bootle, England, United Kingdom

This post was originally with National Girobank -Customer Service Advisor, being first point of contact to resolve customer queries efficiently by phone.