ANDREW BODEN
Derbyshire
Summary
Experienced professional with focus on case handling and dispute resolution. Achieve timely and accurate case resolutions through strong analytical skills, attention to detail, and excellent communication. Drive client satisfaction and operational efficiency by leveraging deep understanding of regulatory frameworks and effective problem-solving abilities.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
Work history
FOS and Dispute Resolutions Case Handler
Project Better Energy
Burton-on-Trent, Staffordshire
03.2020 - 08.2024
- Communicated with customers, finance companies, banks, engineers, and financial ombudsman through various channels.
- Oversaw resolution of hundreds of Solar panel and Electric Vehicle claims, saving significant company funds.
- Managed an average of 250 to 300 section 75 claims cases and delegated tasks as needed.
- Mentored new colleagues in compliance and claims processes, enhancing team knowledge.
- Gathered supporting data from multiple departments to inform decision-making.
- Authored detailed responses for customers and solicitors summarising findings and decisions.
- Calculated complex redress and energy consumption figures for accurate reporting.
- Completed up to 100 DSAR requests weekly, compiling information for claims and court cases.
Customer Complaints Executive
CET Structures Ltd
Castle Donington, Leicestershire
10.2019 - 03.2020
- Conducted investigations into home emergency claims to establish validity.
- Communicated with customers, insurance firms, engineers, and FOS via various channels.
- Managed over 50 calls per day regularly.
- Gathered data from multiple systems to assess evidence for prompt claim resolution.
- Drafted tailored correspondence summarising key findings and negotiated with policyholders as necessary.
Customer Complaints Officer
Shelby Finance formerly Curo Transatlantic (trading as Wage Day Advance, Juo Loans and Speedy Cash)
Nottingham, Nottinghamshire
09.2015 - 07.2019
- Conducted thorough investigations of high-level complaint cases for compliance team.
- Managed approximately 12 - 15 complaints per day from initial BAU complaints through to ombudsman decisions.
- Evaluated hundreds of affordability, credit reports, interest charges, and customer service levels.
- Communicated with customers, claims management firms, and financial ombudsman through various channels.
- Performed complex redress calculations for loan-related complaints.
- Trained and supported new team members in claims handling and procedures.
- Executed quality assurance checks for FOS and BAU complaints, including call and letter assessments.
Financial Ombudsman Service (FOS) Case Officer
Royal Bank of Scotland
Bristol, Bristol
06.2013 - 09.2015
- Conducted thorough investigations of approximately 20 - 25 payment protection insurance complaints per day.
- Evaluated evidence to formulate case recommendations.
- Confirmed details with customers and FOS to progress cases efficiently.
- Gathered supporting data from various departments and back-office systems.
- Composed bespoke letters summarising strengths of each claim.
- Calculated complex redress amounts for credit card claims.
Customer Services Executive
Egg Internet Bank
Derby, Derbyshire
04.2008 - 11.2012
- Resolved approximately 50 - 60 complaints and service queries on savings, loans, and mortgages via phone and secure email.
- Managed loan account complaints within Customer Relations team.
- Participated in yearly training courses on data protection and fraud prevention.
- Assisted clients with inquiries regarding interest rates, fraud, direct debits, and missing funds.
- Promoted new products and services, including accounts and online facilities.
- Supported team with complex queries related to account procedures.
- Produced and wrote 20 separate inter-departmental communications, reports, and training materials.
Working in the hotel and leisure industry
Thistle, Rydges Reef Resort (AUS) and Marriott UK
Derby, Castle Donnington and Port Douglas (AUS), Derbyshire
10.1999 - 04.2008
- Demonstrated excellent communication and interpersonal skills across all organisational levels.
- Managed and trained 10 - 12 junior staff members to enhance team performance.
- Authored 5 internal training documents detailing procedural and product changes.
- Exhibited exceptional organisation and planning abilities for efficient operations.
- Arranged weekly staffing rota to ensure optimal coverage for 10 - 12 staff members.
- Maintained meticulous attention to detail in all tasks.
- Oversaw stock control and ordering processes to maintain inventory accuracy.
Education
A-Levels - Business Studies, Geography, Physical Education
Wrekin College
01.1992 - 01.1997
Skills
- Complaint management
- FCA guidelines knowledge
- Claim investigation
- Attention to detail
- GDPR compliance knowledge
- Evidence gathering
- Payment processing
- Customer service excellence
Custom
Fidelio, Banking systems for various companies, Respond complaints system, MS Excel, PowerPoint, Word/associated packages, References are available on request.
Timeline
FOS and Dispute Resolutions Case Handler
Project Better Energy
03.2020 - 08.2024
Customer Complaints Executive
CET Structures Ltd
10.2019 - 03.2020
Customer Complaints Officer
Shelby Finance formerly Curo Transatlantic (trading as Wage Day Advance, Juo Loans and Speedy Cash)
09.2015 - 07.2019
Financial Ombudsman Service (FOS) Case Officer
Royal Bank of Scotland
06.2013 - 09.2015
Customer Services Executive
Egg Internet Bank
04.2008 - 11.2012
Working in the hotel and leisure industry
Thistle, Rydges Reef Resort (AUS) and Marriott UK
10.1999 - 04.2008
A-Levels - Business Studies, Geography, Physical Education
Wrekin College
01.1992 - 01.1997
Similar Profiles
Ivan Roger BobbeeIvan Roger Bobbee
Pipeline Stringing, Utility Inspector at Trans Mountain Energy Project/ TC Energy Coastal GasPipeline Stringing, Utility Inspector at Trans Mountain Energy Project/ TC Energy Coastal Gas
NATALIE SIERRANATALIE SIERRA
Project Acceptance at Project Acceptance Energy Service PartnersProject Acceptance at Project Acceptance Energy Service Partners
Trilok ChandTrilok Chand
Driver at Greenko energy Aatha project l ltdDriver at Greenko energy Aatha project l ltd
McHenson Nwora UgwuMcHenson Nwora Ugwu
Auxiliary Nurse at Tomade Medical CentreAuxiliary Nurse at Tomade Medical Centre
Ailsa OrmerodAilsa Ormerod
Clinical Educator-PPEP Talk at Pelvic Pain Foundation Of AustraliaClinical Educator-PPEP Talk at Pelvic Pain Foundation Of Australia