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Quality Assurer

London, Greater London, United Kingdom
October 21, 2016

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M: 074**-***-***



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


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.


• 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.


• 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.


• 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

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