Customer Service Quality Assurance
Resume:
CURRICULUM VITAE
William Hence
*** **** ****** ********** ******* Lanarkshire G73 3AT
075******** • 014*-***-**** • *******.*****@********.***
Driving Licence • Car Owner
Personal Statement
In my most recent and previous jobs, I have had direct contact with the public and this has increased my awareness of the importance of providing high quality customer care. My skills include excellent interpersonal skills, mentoring skills, customer oriented, self motivated as well as being a team builder. I have an established record of honesty, reliability and responsibility.I have gained excellent communication skills in all jobs I have worked in e.g. In the DWP. I had regular contact with customers and colleagues from other Departments and it was imperative that I was clear and concise with advice,as customers could miss out on any benefit entitlement. On leaving the DWP. I attended Langside College of Further Education and successfully achieved the European Computer Driving Licence (E.C.D.L.) and, with this qualification I was able to secure a position with Abbey (now Santander Bank).In my job as Senior Customer Service Advisor with Santander, I had regular contact with business customers up to a net worth £1 million and aimed to provide high standards of customer service which was recognised by managers and customers through positive feedback. A recording of some of my phone calls with customers had been used for training purposes as the management decided they wanted all staff to develop the same approach to customer service.I also discussed with my manager at Santander,the benefits of me mentoring new team members,whom I would sit with and listen to their calls and provide advice and encouragement to that individual when they appeared to lack sufficient confidence when dealing with complex enquiries regarding fraudulent transactions or bank charges and how to use their questioning and listening skills when dealing with potential fraudsters.If a misunderstanding occurred between my colleague and a client then I would help them to manage the situation appropriately before it escalated and impacted on our service delivery.This meant we would achieve the highest scores on our Customer Satisfaction Surveys and earn our quarterly bonus which would improve productivity and team moral.I was unemployed from December 2010 until June 2011 as I was made redundant from my previous position with Santander Bank and due to the lack of permanent full time positions available,I took the decision to approach Recruitment Agencies who were able to place me into temporary work assignments,and avoid a lengthy spell of unemployment. I made it my priority to seek and gain employment as quickly as possible.As a result of this decision I was kept in steady,well paid employment with a variety of organisations which meant that I didn't have to claim Job Seekers Allowance and I could avoid a lengthy gap in my work history. This also means that I have gained a lot of transferrable skills and experience that I can bring to this position with your company as I have gained valuable experience on so many different systems,processes,procedures and management styles within the Public and Financial Sectors,which has enhanced my own personal development.I took this decision in 2011 as a result of the recession this country was going through and the downturn in the jobs market that was created by it at that time,so that I could better myself by building on my skills and experience and enhance my job prospects with future employers. I am a highly motivated person with a strong sense of drive and determination in any task I undertake. I have a good positive outlook in life and encourage my colleagues to promote an environment of mutual support and cooperation among individuals and other departments.
I have an established record of honesty, reliability, punctuality and responsibility.
Key Skills
Excellent Interpersonal Skills
Excellent Analytical Skills
Customer Oriented
Time management Skills
Self motivated
Team Player
Work Experience-
Application Processor, Disclosure Scotland, Pacific Quay, Glasgow, G51 1YU
(13/06/2016 to Present.
I have been assigned to Disclosure Scotland by Pertemps Recruitment, where I am responsible for ensuring applications received have all mandatory fields completed and all information has been transferred correctly to the online system. I will complete and issue any necessary notification or communication to the Applicant/Organisation, requesting the provision of any missing information.
My main duties are:
Application Processing
- Check the accuracy of application information supplied to ensure all mandatory fields are completed;
- Ensure all necessary documents/information associated with registration applications have been supplied;
- Ensure all relevant information is transferred accurately to the system, correcting where appropriate;
- Complete and issue a notification to the Applicant or Organisation requesting that any missing information is supplied;
- Undertake quality assurance checks for my peer group;
- Undertake any other associated application processing tasks assigned by team leader.
Client Services Administrator, Scottish Friendly Assurance, Scottish Friendly House, Blythswood Square, Glasgow, G2 4HJ
(18/01/2016 to 25/03/2016)
I was assigned by Meraki Talent to Scottish Friendly Assurance where I worked in a busy and demanding operations functions ensuring payment to beneficiaries was made within the prescribed period of time from notification of death.
Full administration of death and funeral claims.
Assess death claims for approved benefit and pay across to the fund. Unapproved benefits to be paid in line with the nomination of beneficiary form.
Assess and finalise funeral claims.
Obtain required documents for claims processing from broker/employer/beneficiary
Ensure that all criteria are met to pay valid claims, and, invalid claims are repudiated
Ensure that clients are provided with real time information on the status of the claim.
Set up the claims on Compass (payment preparation)
Process payment within the required SLA
Do Broker and Employer communication regarding the claim payment.
Liaising with internal and external clients in order to maintain relationships.
Identifying possible fraudulent claims by noticing discrepancies in the claims requirements.
Financial Crime Administrator/FATCA Analyst, BNP Paribas, 120 Bothwell Street, Glasgow, G2 7JS
(27/03/2015 to 20/05/2015)
I was assigned by Alexander Mann Solutions to BNP Paribas as a Financial Crime Administrator/FATCA Analyst In the Financial Crime Level 1 control team, providing monitoring oversight and support across BP2S UK Institutional Business teams.
My key responsibilities were
To Support the Financial Crime Analysts to prepare and complete due diligence and KYC reviews.
To work with the respective business owners across BP2S Institutional businesses to ensure that all new clients are reviewed as part of the on boarding process and all necessary documentation was received, specifically for FATCA.(Foreign Account Tax Compliance Act)
To work with the respective business owners across BP2S Institutional businesses to ensure that all existing clients are reviewed as part of a FATCA remediation project and all necessary documentation is reviewed and updated.
Preparing reports and analysis to be presented to senior Management as part of the Due Diligence, KYC and FATCA processes.
I would regularly liase with
Internal:
All Institutional business units within BP2S UK
Sales and Relationship Management teams
Compliance and Risk teams (both UK and Globally within BNP Paribas)
Financial Crime Compliance SME
External:
Clients
Customer Relations Specialist, Three Mobile 123 St Vincent Street, Glasgow
G2 5EA
(30/06/2014 to 03/10/2014)
I was working on a temporary contract at Three Mobile where I was responsible for closing customer complaints and accounts once any outstanding balances were settled. I handled incoming calls and negotiated compensation awards and upgraded phone contracts. I also closed complaint cases with the customers’full agreement.
Operations Analyst, Barclays Wealth, Royal Exchange House, 100 Queen Street, Glasgow, G1 3DN
(28/10/2013 to 28/02/2014)
I was assigned by Change Recruitment to Barclays Wealth and Investments as an Operations/ Client Onboarding Analyst covering both domestic and international client accounts.The onboarding team worked to manage the operational risks associated with the introduction of new client relationships to the invesment bank.My team was responsible for client KYC document gathering,background checks,document retention and process management for all areas of the investment bank,thereby maintaining full quality assurance and minimising risk at all times.This enables us to build on existing networks held by the team and document how we can improve them going forward so that we can improve data quality and adhere to our internal anti money laundering policies.The main responsibilities include assisting and supporting internal credit and procedure control,which includes KYC/KYB processes and compliance issues and liasing with the relevant departments accordingly.
WRAP Administrator, Citibank, 227 West George Street, Glasgow, G2 2ND
(27/03/2013 to 27/10/2013)
I was assigned by Hays Recruitment to Citibank in the WRAP administration team where I was responsible for the managing and servicing of all clients accounts,including processing new business transfers,general servicing and updates to clients accounts,improving data quality and adhering to security processes and data protection regulations at all times. I also processed Welcome Pack letters and Sales Illustrations for New Business Applications and Policy Illustrations for various products including ISA,SIPP,General and Onshore Bonds on behalf of Nucleus and Aviva clients,maintaining 100% Data Protection checking on all corespondence sent to those clients. Any other Administration duties as required. Updating spreadsheets maintaining 100% accuracy at all times.I also ensured new business added to the WRAP platform followed regulatory requirements (AML/PEPS/Sanctions/Negative News)
I always try to identify process improvements and share best practices with my colleagues.
Customer Service Representative, Tesco Bank, Broadway One, Glasgow, G2 9FH
07/01/2013 to 27/03/2013)
I was assigned by Search Recruitment to the Credit Card Department within Tesco Bank,where I would receive inbound calls from customers regarding their credit card accounts. I would process applications from new customers,and dealt with requests by cardholders for increases to their credit limit. I would take appropriate checks to assess a customers ability to repay and their overall creditworthiness,by looking for evidence of regular late or missed payments,checking credit scores and instances where they had exceeded their credit limit so that I could see how they had managed their finances in the past before authorising any increases to credit limits. Taking payments and closing accounts ensuring any outstanding balances were paid in full. I also negotiated penalties of late payment fees and processed Charge Back requests on behalf of the customer. All other Admin duties as required.
Business Associate, Clydesdale Bank, Pacific House, 70 Wellington Street, Glasgow, G2 6UA
(17/07/2012 to 26/10/2012)
I was assigned by Hudson Recruitment to the Clydesdale Bank as a Business Associate where I was responsible for processing CHAPS transfers on behalf of Corporate and Private Banking Clients, ensuring all the correct mandates and signed instructions were accurate and up to date on the systems so as to prevent fraud. I Communicated with Authorised Signatories and Legal Representatives daily, to ensure they were aware of the large money transfers that were being actioned on their accounts that day.I also actioned requests from Private Clients to cancel or amend existing standing orders on their accounts. I assisted Senior Business Associates and Independant Financial Advisors with other duties when required. General Office duties eg, photocopying, filing etc
ISAs Administrator, Barclays Bank, 8 Nelson Mandela Place, Glasgow, G2 1BT
(29/02/2012 to 05/05/2012)
I was assigned by Reed Global to Barclays Bank where I was employed as an ISA administrator, where I was responsible for the processing of applications for ISA’s ie, checking all documentation was in order in accordance with HMRC guidelines. I also advised customers of changes to their annual allowance by letter or telephone. I also ensured the correct rate of interest was applied to the customer’s accounts to prevent financial loss to the customers and the business. All other Administration duties.
Temping Administrator Pertemps Recruitment Partnership Ltd, 163 West George Street, Glasgow, G2 2JJ
(22/04/2011 to 03/02/2012)
I was employed as a Temping Administrator and completed 4 assignments.The first assignment was with Disclosure Scotland which started in April 2011 and I was responsible for processing applications in respect of criminal history checks.The second assignment was with Skills Development Scotland where I was responsible for processing applications in respect of funding for Flexible Training Opportunities,which were made available by the EU and the Scottish Executive to small businesses throughout Scotland. My duties also included general office administration e.g. filing, photocopying, telephone enquiries,faxing and scanning documents in support of the clients’ applications. I was assigned to Glasgow Sheriff Court in Nov for 4 weeks in the Fines Enforcement Unit collecting fines,completing the daily banking and processing paperwork in this respect. My last assignment was in the recruitment section of the NHS Greater Glasgow and Clyde Valley HR Team updating personnel records for all grades of NHS staff onto a new system and undertaking any other administration duties when I saw the opportunity to do so.
Senior Customer Service Advisor, Santander Bank, 301 St Vincent Street, Glasgow, G2 5NT
(20/02/07 to 19/11/10)
I was responsible for business banking customers up to a net worth of £1 million. I assisted in money transfers via the company computer database which involved extensive knowledge of 4 computer systems. I communicated with customers on a daily basis by telephone,letter, e-mail or fax pertaining to their account.I liaised with my colleagues in the fraud Department when I became aware of suspicious activity on a customer’s account .I was also involved in staff development when I was seconded to the Quality Monitoring Team within Santander Bank from August 2009 until the end of March 2010 where I ensured advisors got their details right,greeting customers and clients appropriately,adhering to the laid down security processess and using agreed positive phrases throughout the call,ensuring staff support was provided through interventions such as refresher and formal skills training and development and action plans to improve advisor performance,always with the aim of achieving our business objectives.
Administrative Officer, Department for Work and Pensions, Northgate House, Glasgow
(24/06/02 to 17/02/06)
I worked in the finance department and was responsible for returned giro cheques and order books,and entering all relevant information onto systems, involving daily communication with colleagues and customers. I also advised customers of their entitlement to welfare benefits in accordance with Government Legislation.
Education
Langside College of Further Education, Prospecthill Road Glasgow
04/06 to 12/06
European Computer Driving Licence
Holyrood Secondary, Aikenhead Road Glasgow
1975 to 1980
O Levels Higher Level
English B English B
Arithmetic B Geography B Arithmetic B
Anatomy Physiology Health B Geography B
Hobbies & Interests
My hobbies include cycling, swimming, golf and reading. I am a hill walker and during the summer months I enjoy visiting places of interest.
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