Graduate Profiles Detail Africa

My role involves:

Investigating and handling customer complaints on behalf of a Banking group for Payment Protection Insurance sold on loans, credit cards and mortgages

Taking ownership for the assessment of individual cases assigned from start to finish.

Completing comprehensive reviews on case files to ascertain whether they fall within the scope of the review.

Reviewing cases by determining the suitability of the insurance policy to the customer′s circumstances based on pre or post FSA regulation periods and using standard tests to determine if the customer was mis-sold

Making sure the documentation and evident standards are applied correctly.

Applying the company Assessment Guidance at all times while undertaking reviews.

Making sure the assessment template is completed appropriately and all required information relevant to the assessment is adequately recorded for management information.

Calculating redress due where appropriate

Ensuring investigation, redress calculations and final decision letters are written and sent to the customer within the FSA’s stipulated time frame while adhering to data protection laws

Maintaining approved payment information and customer details on a regular basis in a database.

Making sure company guidance is adhered to and appropriately applied in context of each case.

Making sure the principles of treating customers fairly (TCF) are adhered to at all times.

Producing spread sheets with productivity and quality figures  for MI purposes.

Attending Management meetings to discuss issues on the project and receive updates on changes and change requests to be communicated to the team.

Providing support to the team when they have issues and raising Technical queries with IT when team members have IT issues and monitoring and detailing the effect of the downtime on productivity.

Focused on the quality of the case and adherence to documentation standard when recording outcome of the review, redress and recals 

It′s a very challenging but rewarding experience.

I am a highly versatile individual with over 4 years experience in the Financial Services sector having worked in most aspects of review/investigative project work, from case review to review investigation management.Some of my technical skills include; Microsoft office tools, SQL, Microsoft Project, Respond, Charter, SharePoint, Oracle Database and Aggressor softwares.