Bilaal Patel
Dewsbury,West Yorkshire
Summary
Enthusiastic contractor with experience in the following:
- Customer Service: 5 years
- Complaint Handling: 4 years
- Legal Assistant: 6 months
- Debt Management and Collections: 1 year
I have the knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service. Motivated to achieve outstanding success through prompt communication and helpful approach; secures team success through hard work, attention to detail and excellent organisation.
Overview
7
7
years of professional experience
Work history
Mortgage Collections Payment Support
Yorkshire Building Society, Davies Group
11.2023 - 03.2024
- Front-line key member within the team
- Reliable and Trustworthy
- Complying with ID&V checks
- Objection Handling
- Sound working knowledge of the TEXAS customer vulnerability model, enabling me to effectively engage with and support customers in vulnerable circumstances through a compassionate and structured approach tailored to their needs
- Assessing and escalating cases when deemed necessary
- Managing a dynamic workload in a fast-paced environment
- Effective time management to complete individual tasks and teams SLAs
- Liaising with other departments within the business to ensure regulations are complied with
- Identified and resolved administrative errors, recommending preventative action to improve data quality.
- Monitored accounts payables and receivables to proactively spot and handle problems.
- Totalled up revenue from different sources to create full picture of income
- Calculated bills owed by customers, prepared invoices and distributed statements.
- Verified figures with cross-checking of different accounts and documentation.
- Taking feedback as a learning curve but not as a negative element
- Met departmental training requirements to consistently improve standard of work.
- Compiled records for audits to facilitate smooth and complete reviews.
Investments Complaints Handler
Yorkshire Building Society, Davies Group
11.2022 - 05.2023
- Front-line key member within the team
- Reliable and Trustworthy
- Complying with ID&V checks
- Objection Handling
- Assessing and escalating cases when deemed necessary
- Managing a dynamic workload in a fast-paced environment
- Effective time management to complete individual tasks and teams SLAs
- Liaising with other departments within the business to ensure regulations are complied with
- Identified and resolved administrative errors, recommending preventative action to improve data quality.
- Compiled records for audits to facilitate smooth and complete reviews.
- Completing various in-depth end to end complaint investigations for active Business stakeholders and providing re-dress where needed
- Obtained feedback from customers to improve service experience.
- Ensuring that a fair outcome was reached with the customer's best interest at heart
- Maintained excellent client satisfaction by providing in-depth support.
- Coordinated advanced help for complex product or service issues.
- Resolve customer complaints following guidelines and referred complex enquiries to team leaders.
- Calculating interest amounts on accounts that hadn't been set up due to backlogs, internal errors, or miscommunication
- Offering redress or goodwill payments for errors or failures caused by the building society to the customer
- Dealing with government officials such as the National Crime Agency, the Official Receiver, and the Financial Ombudsman Service
- Offering customers amicable resolutions to their complaints and alternative solutions to the issues raise
- Being able to identify suspicious transactions or fraudulent activity on customer accounts
- Liaising with the National Crime Agency for suspected money launderers and completing SAR forms for suspicious customers to avoid tipping off
- Competent in using Yorkshire Building Society's internal banking software used to record customer information, products held, transactions, and customer complaints
- Processing ISA amalgamation requests
- Chasing ISA transfer in requests from third party providers to clear backlogs or late transfers
Debt Management Officer
Thames Water London, Huntswood CTC
03.2022 - 07.2022
- Making customer contact to establish the repayments of outstanding debts owed
- In charge of establishing payment plans for customers struggling to pay outstanding debts
- Making customer contact to enquire of outstanding financial amounts and to provide an amicable solution for repayment
- Instructing water engineers to attend domiciles deemed as in need of repair or for those requiring installation of ‘SMART' meters
- Advising customers about the most suitable billable options available to their requirements
- Being an outspoken representative of Thames Water promoting business services in all areas
- Processing move-in and move-out requests for past and present customers
- Being able to identify swathes of the London area that are operated, regulated and maintained by Thames Water for fresh and wastewater usage
- Operating debt collection software used by Thames Water with high a degree of competence
- Making outbound calls to chase outstanding payments which were worked on a queue and rota basis
- Being assertive in all areas of the collection role whilst on the phone to customers as well as working within a team environment
- Ability to identify potential customers who are deemed risky due to missed payments or poor keeping of finances
- Recording missed payments and using Thames Water software to share the information with third parties such as credit reference agencies
Debt Management Officer
PLC, Huntswood CTC
09.2021 - 11.2021
- Responsible for the recovery of finances from clients that had previously been deemed a write-off
- Started client negotiations for debt recovery through telephone and E-mail contact
- Responsible for working with customers to help them get back on track with their mortgage payments
- Making payments or implementing payment plans for clients
- Negotiated settlements or monthly payment allowances within precise client guidelines
- Evaluated accounts and recommended appropriate action throughout the collection cycle
- Researched overdue account balances
- Achieve regular collection goals
- Document all collection attempts precisely and truthfully
- Addressed discrepancies and processed credits and refunds when required and approved by line manager
- Experience working to call targets withing a high-volume call environment
- Excellent listening skills and able to explain things clearly whilst having an empathetic approach, and tailoring each call to the individual customer's needs
- Highly trained in a finance-based collection role
Technical Support
Samsung Customer Support, Capita PLC, Samsung
07.2021 - 09.2021
- Telephony based role supporting customers in using a wide range of Samsung electronics namely mobile phones, Samsung tablets and Samsung wearables e.g., smart watches
- Troubleshooting difficulties/technicalities experienced by customers when operating their devices whilst also identifying whether the fault could lie with the manufacturer or whether this was a technicality that could be resolved over the telephone
- Identifying if customer misuse has occurred not in accordance of the instruction manual, therefore negating the warranty e.g., physical or liquid damage to the device
- Assisting customers to a swift resolution in respect of the technicality before booking the device in for repair
- Arranging insurance claims made on devices and categorising them as claims
- Relaying technical advice to Samsung technicians to assist with complete diagnosis or prognosis of the device in question
- Instructing Samsung technicians to customer home addresses for door-step repairs
- Instructing the appointed courier service used by Samsung to collect devices from customer home addresses through the pick-up service offered by Samsung
- Specialist knowledge gained on a very wide range of Samsung electronics such as mobile phones, tablets and Samsung wearables
- Being able to assist with technicalities relating to the Samsung products mentioned without a simulator or troubleshooting guide as a result of experience gained
- Competently able to navigate Samsung electronics device simulator and troubleshooting guide online
- Assisting vulnerable and elderly customers in using modern devices by offering support through remote assistance tool
PPI Complaints Handler
Lloyds Banking Group HBOS, Halifax & Bank of Scotland
07.2017 - 11.2020
- Gathering data and analysing all evidence available in order to make a fair decision
- Produce records of investigations providing clear and concise rationales for decisions
- Communicate with customers via telephone, email and post by following customer contact strategies in order to reach a fair outcome for the customer
- Produce bespoke letters for the customer in order to ensure a tailored response
- Investigating and reviewing mis sold PPI complaints from end-to-end with 100% quality and production
- Working with the Financial Ombudsman to provide amicable and non-prejudice dispute resolution for customer complaints
- Reviewing complaints to meet a strict deadline within a high-pressured environment
- Supporting and coaching team members on various work streams and products such as review, redress, furthers and payment furthers on products from mortgages to credit cards and loans
- Issuing customer payments via Faster Payment Service or by cheque depending on customer preference
- Tracing customer payments and stale cheques including stopping customer payments
- Ensuring FCA standards and client requirements are met
- Competently able to use the banking Mainframe system as well as STACS/STAG, CINS, CPS, Verint, and Charter PPI
- Working for and with the financial ombudsman service to offer dispute resolution
- Liaising with the Official Receiver, trustees and IVA's and dealing with insolvent and bankrupt customers
- Redress calculations using Microsoft Excel
- Extensive knowledge of banking products such as endowments, mortgages, loans, credit cards, life insurance and investment plans
- Good working knowledge of UK Ring fencing legislation and AML compliance
- Maintaining a high GDPR compliance throughout any work undertaken
- Supporting vulnerable customers through cordial discussion and signposting where possible
Personal Injury Paralegal
Hannah Gold Solicitors
01.2017 - 06.2017
- Arranging and scheduling client meetings and conference calls
- Onboarding new clients
- Setting up new claim cases and instructing attorneys, engineers, medical experts and GPs
- Negotiating with insurance companies for claim settlements and dispute resolutions
- First point of contact for
- Contacting clients and informing them about case status and preparation
- Supporting a team of three solicitors during personal injury interviews by note taking and using my dialogue skills to relay advice to clients on multifaceted personal injury and liability issues
- Summarising interviews of clients, witnesses, doctors, and the police
- Collecting and reviewing case-related police reports, medical records and other corroborative evidence
- Familiarity with using Ministry of Justice online portal, and Proclaim Software
- Liaising with attorneys, insurers, GPs, clients, and colleagues, diplomatically
- Ability to maintain confidential information and issues related to company and clients
- Handling a wide range of documents related to personal injury, liability claims
- Notable knowledge of medical review, interrogatories, fast track and multi-track claims, document filing and trial preparation
- In-depth knowledge of government laws, court procedures and relevant CPR procedures
- Working in this capacity has widened my practical understanding of Personal injury Law and liability issues
- It has also given me a valuable insight into how a legal institution operates daily including issues such as case loading, and clientele management, Vast experience of management, document preparation and knowledge of personal injury and liability claims
Education
BA (Hons) LLB - Law
University of Bradford
2016
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Huddersfield New College
2013
Skills
- A commercial awareness with knowledge of mergers, acquisitions, mutuals, and financial markets
- Advanced knowledge in operating Microsoft Word, PowerPoint, Excel, Photoshop, Adobe and Outlook
- Through comprehensive training and practical application, I have developed a thorough understanding of the TEXAS customer vulnerability model
- My expertise empowers me to adeptly identify, empathize with, and assist vulnerable customers (by employing the model’s core principles: Thanking the customer, Explaining processes, eXploring their situation, taking appropriate Action, and Signposting to further support This skill set reinforces my capability to deliver exceptional, sensitive customer service and contributes to fostering a trusting and supportive business environment)
- Debt management
- Credit adjustments
- Customer service
- Collections processing
- Call centre experience
- Issue investigation
- Risk and asset management solutions
- Excel proficiency
- Scripted responses
- Dispute management
- Persuasion techniques
- Repayment plan negotiating
- Financial Conduct Authority (FCA) guidelines knowledge
- Account reconciliations
- Payment processing
- History research
- Data Analysis
- Analytic Skills
- Problem Solving
- Customer Outreach
- Customer Due Diligence (CDD)
- KYC Verification
- Critical Thinking
- Communication
- Organised
- Objection Handling
Languages
English
Fluent
Gujarati
Native
Arabic
Upper intermediate
Timeline
Mortgage Collections Payment Support
Yorkshire Building Society, Davies Group
11.2023 - 03.2024
Investments Complaints Handler
Yorkshire Building Society, Davies Group
11.2022 - 05.2023
Debt Management Officer
Thames Water London, Huntswood CTC
03.2022 - 07.2022
Debt Management Officer
PLC, Huntswood CTC
09.2021 - 11.2021
Technical Support
Samsung Customer Support, Capita PLC, Samsung
07.2021 - 09.2021
PPI Complaints Handler
Lloyds Banking Group HBOS, Halifax & Bank of Scotland
07.2017 - 11.2020
Personal Injury Paralegal
Hannah Gold Solicitors
01.2017 - 06.2017
BA (Hons) LLB - Law
University of Bradford
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Huddersfield New College
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