Vaishali Pandit Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

• Performing standard administrative data processing tasks and data management while supporting new and existing customers with their financial and service needs via a range of channels where appropriate, and deliver excellent customer service experience.• Recording, investigating any financial fraud on customer’s account and ensuring the protection of customers’ accounts by taking necessary steps while educating in the prevention of fraudulent activities in their accounts.• Working within current standard compliance processes, systems, and procedures, and reporting simple non-compliance issues.• Carrying out a range of prescribed customer service activities and handling non-standard or more complex customer cases and enquiries using existing procedures.• Receiving and screening customers, callers and other sources of communications, answering routine questions, providing information or directing requests elsewhere as appropriate, dealing and resolving customer complaints and ensuring a fair outcome in line with all regulatory requirements. • Accomplishing work objectives by determining own work schedule, coordinating with support services and assigning short-term tasks to others if necessary.• Following relevant processes and taking appropriate action while handling customer’s data and any confidential information when working from home. • Supporting development of personal capabilities by pursuing existing formal and informal training opportunities.

Glasgow, Scotland, United Kingdom

• Provide a brilliant customer service to customers always and help them with their financial and service needs at first touch.• Managing inbound calls from Personal and Business Customers relating to their accounts and products in Lloyds Banking Group• Delivering an excellent customer experience by taking ownership of customer problems, solving them at first point of contact and escalating when required and ensuring all customers are dealt with efficiently and competently by resolving Customer queries at first point of contact • Showing a demonstrable knowledge of the Lloyds Banking Group Products and Internal Systems.• Handling Online banking queries including those for Digital and Mobile banking, Payments, Online product applications, Online banking scam and Fraud• Raising, handling and resolving complaints with a fair outcome for the customer within the compliance of FCA regulations.• Helping customers by having a caring and empathetic conversation to understand their needs and requirements and ensuring a fair outcome especially to those that are vulnerable • Contributing to an environment where colleagues want to work and customers feel valued.• Collaborating within the team to clarify facts, exchange information or resolve enquiries and issues

Glasgow, United Kingdom

• Managing day-to-day logistics and shipping activities of over 50 EQA programmes and ensuring timely delivery of product/materials to customers, distributors and collaborators and review of logistics activities including large scale and global shipping/distribution events.• Ensuring courier and shipping agents provide the appropriate level of service always in line with agreed contracts.• Supporting the tracking of shipments in line with estimated delivery times and facilitating any required investigations into delayed or lost shipments either internally and/or through liaison with contracted courier / shipping agents and brokers.• Additionally, coordinating the escalation of shipping related issues and help resolve all shipping/transit related problems in line with company policy.• Responsible for providing regular (daily, weekly, monthly) status reports on logistics and shipping activities while identifying areas for improvement.• Coordinating and supporting the logistics supply chain manager for courier contract management as well as establishment and maintenance of Courier / shipping agent capabilities.• Accurately following procedures/protocols as required in accordance with the company Quality System, and current departmental plans, and accurately completing all quality documentation timely as required.• Assisting the relevant managers with the maintenance and improvement of relevant logistics documentation and procedures including writing and maintaining SOPs.• Adhering to and following the company's Health and Safety Policy, while carrying out any duties with due care and attention to personal health and safety and that of colleagues.