EMMANUEL ABABIO
E-mail: acw526@r.postjobfree.com
SUMMARY
I am an experienced Conduct Risk and Compliance Analyst who has dealt with all aspects of regulated complaint handling, redress calculations and quality checking. I have very good technical and regulatory knowledge with a logical approach to work. I possess the ability to pick up new computer systems and procedures quickly enabling me to provide a high level of service.
I am a confident and enthusiastic worker and take initiative in maintaining high standards of professionalism in all tasks that are assigned to me. I work well under pressure to meet deadlines and take pride in all work that I do. HIGHLIGHTS
• MS Office
• Database Management
• Reporting and analysis
• Banking
• Retail banking
• Financial Services
• System administration
• Insurance
• Case review
• Redress payments
EXPERIENCE
Investment Calculation Case Handler, Santander
Milton Keynes 10-2016 - Present
I currently am working as a Case Handler remediating past business conduct on suitability of financial products to customers and performing redress calculations.
Responsibilities:
• Investigate investment products claims and making decisions on whether the case is upheld or rejected, in accordance with FCA guidelines for Investment products and savings accounts
• Assess complex written, numerical and technical documents against service standards and guidance to recognise procedural failure
• Remediate / calculate for various investment products such as ISA and equity funds which all have different complex calculations
• Ensure processes and procedures are adequate to meet regulatory requirements.
• Write a bespoke letter to the customers
• Work to achieve targets which apply to both best to quality and quantity Compliance and Redress Analyst, Lloyds Banking Group (LBG) London – 03-2015 - 06-2016
I previously worked as a Compliance and Redress Analyst, reviewed past business conduct on suitability of financial products to customers and performing redress calculations. Responsibilities:
• Remediated redress and reconciliation of past lending
• Assist compliance with ad hoc reviews and performed compliance reviews, providing guidance on FCA approved registrations
• Investigated and resolved regulated advice complaints
• Ensured all legislative regulatory requirements were adhered to
• Communicated professionally and concisely with customers using both the telephone and by letters to clearly communicate balanced decisions reached
• Applied knowledge of process; product and procedures in relation to the handling of general insurance complaints to ensure quality investigations are undertaken
• Identified systematic or produced issues
• Ensured all details entered into the relevant complaint handling systems
• Used high-level numeracy skills as well as excellent written communication and letter writing skills. Case Handler, Financial Ombudsman Service
London – 09-2014 - 03-2015
I worked as a Case Handler in property insurance, resolving financial disputes between business organisations and customers.
Responsibilities:
• Ensured that incoming complaints were thoroughly checked to confirm they were suitable for processing; i.e. there were no jurisdiction issues
• Processed all written complaints received from businesses and consumers
• Requested information from the business or complainant; handled each case within agreed time frames
• Managed caseload on high target basis whilst ensuring high quality standards
• Resolved disputes between financial businesses and their customers, analysed information and making informed decisions to provide a final written review
• Made sure appropriate redress was issued with the Financial Conduct Authority's DISP rules and the Financial Ombudsman guidance
PPI Complaint Handler, Financial Ombudsman Service London – 03-2013 - 09-2014
I previously worked as a payment protection insurance case handler, by resolving financial disputes and performing redress calculations.
Responsibilities:
• Reviewed case details daily to ensure all information was accurate before proceeding with case assessment
• Meticulously recorded complaint details on all relevant systems and databases
• Performed redress calculations with the use of Excel, as well as other in-house systems
• Resolved financial disputes by investigating PPI claims, and making decisions as to whether the case should be upheld or rejected, in accordance with FCA guidelines
• Composed final response letters to the customer providing the outcome of their case
• Worked towards set targets which applied to both the quality and quantity of cases completed
• Dealt with service complaints and responded in a timely manner
• Team quality checker
Administrator, Whittington Hospital
London – 06-2010 - 03-2013
I provided administrative and clerical support for the speech and language therapist team. Responsibilities:
• Booked patient appointments
• Liaised with staff in other departments about patient enquires
• Arranged and distributed incoming/outgoing post
• Maintained stationery and equipment supplies
• Used content management systems to maintain and update internal databases • Answered telephone calls and re- solved queries
• Filed patient charts and other documentation in patient notes EDUCATION
Waltham Forest College, London - 2004-2006
A-Levels in Business Studies and E-Commerce
Edmonton County Secondary School, London - 1998-2003 GCSE in Maths, English and Science