MOHAMMED SAYAM UDDIN

Scheduling meetings with clients to discuss their financial needs and goals. § Collecting pertinent client information to provide investment options that align with clients' financial situations. § Monitoring market conditions to determine how various changes may impact taxes and client investments. § Advising clients on how to apply for mortgages and loans. § Developing and sustaining long-term relationships with clients to encourage repeat business and client referrals. § Cold-calling potential clients to inform them of the various financial products and services on offer. § Suggesting viable solutions to improve clients' financial statuses. § Developing in-depth knowledge of our financial products to advise clients accordingly.

Handling customer complaints received via letters, emails and phone calls regarding ISA’s, OEIC’s and Pensions. § Writing bespoke letters from scratch to address complaints. § Speaking to customers on the phone to address complaints and attempt to resolve on the call. § Became a phone resolve champion within my first 6 months due to my high turnaround of resolves achieved on phone calls, this then put me in a position to assist other team members with making calls to customers, increasing their confidence on the phone too.

Managing changes and processes within Customer Service Team to ensure that the business is ready for the busy winter period. § Implementing KYC processes to ensure that all customers details are kept secure within GDPR guidelines. § Collections calls, speaking with customers in adverse situations who have missed multiple payments and discussing best options for them moving forward. § Creating process documents for Customer Service Team to ensure that the team is working to a uniformed process. Listening to calls and providing feedback to agents ensuring that they have followed correct processes and procedures in place. § Assessing customer complaints regarding their insurance cover and coming to a resolution that is fair to both customer and the business, in line with company policy and procedures. § Advising the change team on requirements for updates and changes needed on systems to enable Jobs to be booked in a more efficiently resulting in a smoother running of the operation. § Leading meetings on process changes for the Customer Service Team to implement a more effective and efficient customer service experience.

Past business review into mis sale of insurance products for Mortgages, Loans, Credit Cards and Asset Finance borrowing. § Increased knowledge on how to assess policies on insurances sold. § Looking into certificates of insurances to determine whether correct FCA guidelines were adhered to by the client to enable them to sell the products. § Managing large amounts of cases at a time and working through a Work in Progress tracker to enable myself to complete cases in a timely manner and prioritise effectively.

Working in the risk team as a case handler, identifying whether sales of annuities had been done within FCA guidelines. § Assessing whether KYC rules has been followed to ensure that ID&V had been completed for the customer to discuss their accounts. Flagging up potential GDPR breaches. § Listening to past business calls and assessing whether processes were adhered to by the call handler. § Subject Matter Expert for closures team, checking all potential customer contact attempts had been made prior to closing case.