Stuart Vickers Email & Phone Number

Edinburgh, Scotland, United Kingdom

Platform Administration Team Leader

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

● Dealing exclusively with non-advised clients on behalf of Nucleus Financial.● First point of contact for non-advised clients, responsible for managing the requests from beginning to end.● Responsible for managing a client mailbox, live chats and clients calls.● Processing withdrawals from pensions and drawdown accounts for advised and non-advised clients, this includes creating paperwork for these requests and peer checking colleague’s paperwork to ensure the right outcome for the client. ● Processing withdrawals for all other Nucleus products for non-advised clients, this includes taking security calls to initiate withdrawals, creating and issuing withdrawal paperwork, peer checking colleague’s paperwork, processing of high-risk trades on behalf of non-advised clients to release funds for them, actioning the withdrawal and I am responsible for managing requests and communicating timelines for our clients.● Working across various departments at Nucleus to process requests for clients, these departments include the clients relations team, the administration team, compliance team, transfers team and in certain circumstances the management team.● Our team work monthly and quarterly controls to ensure all client data held at Nucleus is as up to date as possible.● Processing letter of authority’s, this includes checking client data, ensuring proper AML documentation is held to fulfill our regulator obligations and drafting of letters to clients and adviser firms.● Orientate and train new staff members who join our team, this includes sharing best practice and being approachable for all enquiry’s no matter how small.● I am also a risk champion for the team and manage risk events.

Edinburgh, United Kingdom

● I became a team senior in the PPI department in October of 2018, this role in very dynamic and it means working cases and delivering coaching and training across the department for PPI. This role also included managerial duties and audits of calls and cases.● As a senior I aim to make myself approachable to allow staff the confidence to seek out support from me, I feel this is very important in a coaching role.● I also work with the training manager and senior team to help deliver training and support to all new to bank staff, this can mean supporting on calls, checking cases or just provided help and support.This role also shares all the duties off the PPI customer advocate role.

Edinburgh, United Kingdom

● Dealing exclusively with the banks PPI complaints, investigating complaints and calling customers to gain information as and when needed, as a decision maker I would then process the complaint with the information available.● Conduct myself to be open, dependable and connected with both customers and colleagues to build trust and lasting relationships in order to protect and grow the business.● Review my previous calls on a regular basis to learn what went well and what would be even better next time.● Staying alert no matter the time of the day to ensure that I help keep the customer and the bank safe from fraud and financial crime in line with HSBC's Global Standards.● To maintain a friendly yet professional telephone manner in order to give the customer confidence in my work.● When faced with a complex situation instead of simply accepting the procedure, I will act with courageous integrity and challenge the procedure to see if there is another option to do the right thing without creating a risk for the bank.● Sharing best practice, feedback, ideas and tips with other colleagues throughout the bank for the business to grow the employees need to grow.● I have worked through many PPI queues to be able to deliver decisions across HSBC’s product range, these products include HSBC and HFC credit cards, Personal loans and Mortgages.● I have been trained in letter writing and can write letters to customers based on the outcomes of their complaints.

Edinburgh, United Kingdom

● I worked within the high value payments team with HSBC Premier, this meant doing all the usual duty's of a Premier Associate and working payments the bank deemed high value, I would process these payments for customers while following security processes and risk management processes, I would investigate each payment on it's on merit and make the decision on if it could be sent, This can involve working with managers and the department managers in Premier to get payments done.

Edinburgh, United Kingdom

● Dealing exclusively with the banks Premier customers who will expect nothing but the very best service.● Conduct myself to be open, dependable and connected with both customers and colleagues to build trust and lasting relationships in order to protect and grow the business● Helping customers achieve their hopes and ambitions by engaging with them and then talking about the services or products that may be of interest to them and their personal economy.● Opening savings accounts for customers over the phone and despite it being a long call keeping it flowing for the customer yet still complying with the regulations and procedures that govern the banking business and its products.● Attempting to deal with matters at first point of contact, however if this is not possible communicating with other departments in an effective manner whilst keeping the customer informed of what is going on.● Review my previous calls on a regular basis to learn what went well and what would be even better next time.● Staying alert no matter the time of the day to ensure that I help keep the customer and the bank safe from fraud and financial crime in line with HSBC's Global Standards.● To maintain a friendly yet professional telephone manner in order to give the customer confidence in my work.● When faced with a complex situation instead of simply accepting the procedure, I will act with courageous integrity and challenge the procedure to see if there is another option to do the right thing without creating a risk for the bank.● Sharing best practice, feedback, ideas and tips with other colleagues throughout the bank for the business to grow the employees need to grow.

Galashiels, United Kingdom