South East Essex College

Prospects

The King Edmund School

Senior claims handler

Dealing with queries and corrections for both Binder and Main business items. I also quality check others work, handle complaints and deal with urgent complex requests and a variety of issues, including processes. I work on projects and liaise with Broker and Underwriters directly. I make sure my top priority is to provide excellent customer service.  
•	Managing email accounts
•	Assisting and managing offshore processors
•	Conference calls and meetings to help with projects and improving processes.
•	Claim and Customer resolution.
•	Self-management
•	Processing corrections
•	Projects

DXC Technology

Senior Claims Handler and Client liaison

Learning all about PAS processed for Chaucer. Looking at improvements and resolving issues, as well as overseeing the workload and work allocation
•	Managing Accounts and processing CSSL payments
•	Learning the PAS processes and processing work entries
•	Conference calls and meetings to help with projects and improving processes
•	Running reports and becoming an expert in Excel formulas and functions
•	Self-management

Technical Consultant – PAS - Chaucer                                                     

Processing claims for Lloyds underwriters world wide and across all insurance products. I also quality check others work, handle complaints and deal with urgent complex requests.

Xchanging Services, Inc.

Senior Claims Adjuster

Commercial claims handler for Aviva. Dealing with all aspects of commercial insurance cover. I also was part of a team that roles out and trained handlers in a whole new processing of claims. I also worked closely with our contractors to improve our overall customer service. I had designated brokers I processes for and received very high praise from them all.

Aviva

commercial claims handler

I provide outstanding customer service to a portfolio of strategically selected Commercial customers.  I also work with and assist the Sales, Account Management and Relationship Management teams.  I do this by:
1.	Coordinating new business implementations.
2.	Resolving of enquiries / queries and providing reports
3.	Attend customer meetings when required
4.	Maximise Profitability
5.	Maintain customer records
6.	Be flexible in my approach. 
7.	To implement the Group Compliance Policy. 
8.	To adhere to internal controls.
9.	Finding new ways to maximise spend and increase the program
10.	Reducing arrears

HSBC

Commercial Account Coordinator

I lead and developed a team of staff within the New Accounts area, ensuring full Operational control was achieved.  I monitored and maintained processing activities to achieve the agreed targets and deadlines. I guided and supported the team in delivering a high level of quality customer service. I acted as a referral point for staff within the department as well as our GSC and CSC colleagues in respect of either general queries or complaints. I provided outstanding customer service by providing assistance to Sales, Account Managers, Relationship Managers, CSC,GSC operations and the branch network.  My duties were to:
1.	Monitor and control daily processing activities
2.	Effectively lead a team, coach and develop individuals within the team, encouraging continuous learning
3.	Team Work / Team Building.
4.	Ensure efficiencies, productivity and quality was in line with bank standards.
5.	Take Responsibility for self development
6.	Process Improvements 
7.	Review and when require write new Procedures 
8.	Process programme set-ups, additional cardholders/sites and amendments

Commercial Team Leader

To investigate and answer customer, IFA and Management Company’s queries in relation to pensions.  I would ensure that this was completed in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).  My duties were to:
1.	Liaise and deal with customers mainly via written correspondence, but also via other methods.
2.	Investigating into customer queries and resolving any issues.
3.	Placing money into the customer pension schemes.
4.	Sending forms and details of annuities.

IFDS

Pensions Admin

To carry out postal and telephone dealing quality to ensure these had been carried out within the IFDS regulatory guidelines. I also provided coaching and feedback to the postal dealers. My other duties included:
1.	Working through daily reports and investigating into any suspicious deals that had been placed the previous day.
2.	Looking for errors that have occurred during the previous days dealing.
3.	If errors were found, I’d ensure these were rectified and feedback to the processors.
4.	Training new recruits.
5.	Training or giving refreshers to existing staff.
6.	When required process postal deals.
7.	In the event of emergency, ensure procedures and staff were available.
8.	Adhere to the FSA and IFDS regulations.

Quality Coach

To supervise a team dealing with accounts that had fallen into, Bankruptcy, IVA or were with external debt collecting agencies.  My main duties were to:
1.	Organise the team, to cover phones and written correspondence.
2.	Monitor calls stats throughout the day.
3.	Take over any telephone calls from irate customers and try to resolve their queries when possible.
4.	Carry out quality checking of written correspondence and also call monitoring.
5.	Conduct one to ones and feed back both positive and negatives throughout the month.
6.	Deal with the more complex queries received.

Insolvency and Client Support Supervisor

To maintain and advise customers of the information held on their credit records, in relation to RBS.
1.	Maintain the credit files, by carrying out amends to the data held, as and when required
2.	Liaise with customer by letter and telephone.
3.	Liaise with the credit reference bureaus.
4.	Investigate and resolve issues relating to the data held by the Credit Reference Agencies. 
5.	Attend project meetings to enhance the information held by RBS.
Adhere to FSA rules and regulations

Credit Reference Agency Officer

To provide a high level of quality customer service by reviewing customer disputes in relation to MasterCard and Visa Operating Regulations. My duties were:
1.	To take referrals via all methods of communication..
2.	To ensure sound Credit Card Chargeback advice is provided when requested from both a processing and Schemes Rules perspective.
3.	To continually reassess the operational risks associated with the role and taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices. 
4.	Embrace all relevant financial services laws, rules and codes with which the business has to comply. 
5.	To adhere to and be able to demonstrate internal controls.

Lisa Gillett