Charis Borland

As a Specialist Skills Trainer, I am responsible for creation and delivery of specialised skills training for all Matrix Security Watchdog employees, enabling them to work productively and compliantly.

I collaborate with many departments and teams to ensure employees are equipped with the knowledge and ongoing learning necessary for success.

I am dedicated to designing training programs that embrace diverse learning styles, abilities, and backgrounds. Acknowledging that everyone learns differently, I strive to create a tailored approach that effectively addresses individual needs and ensures inclusivity throughout my training initiatives.

Achievements & Responsibilities

• Within five months, I was promoted to Specialist Skills Trainer for the Milton Keynes site, a recognition of the exceptional feedback and results I achieved at the Basingstoke site
• Successfully developed a brand new comprehensive two-week induction program for the operations department, with each program encompassing four distinct roles
• Host regular induction training sessions, to include compliance training, for new starters to achieve the highest levels of competency
• Create and maintain effective and educational training materials for all specialist roles, including Candidate Managers, Data Validation Officers, Product Specialist and Service Delivery Managers
• Designed and conducted tailored training sessions based on client feedback, effectively addressing the specific requirements of over 200 diverse clients
• Be the face of Matrix, ensuring the highest standards of service and communication throughout all interactions
• Support our employees in their use of our technology through the delivery of engaging onsite and Teams based training sessions
• Carry out regular refresher training, in collaboration with Compliance, to maintain optimum knowledge levels within the operation
• Oversee mandatory training programs, ensuring all employees complete them promptly and within required timelines.

As a dedicated Dance and Musical Theatre instructor, I compliment my role by sharing my passion for the arts with diverse groups of students, ranging from young children to adult learners.

I have the responsibility of creating comprehensive syllabi tailored to formal qualifications, guiding students through examinations with a remarkable 100% success rate.

The positive feedback I receive from both students and parents on social media and in person attests to my ability to inspire and motivate individuals to excel in their learning journey.

Adapting to a diverse range of abilities and needs within my classes, including students with disabilities and learning challenges, I provide individualised support to help each student unlock their full potential

As The Regional Compliance Manager I was responsible for performing compliance audits and other oversight activities within the CA Auto Finance and Drivalia intermediary retail network as part of the Intermediary Oversight framework, providing regulatory support and training to brokers, carrying out intermediary visits, producing reports, training, controls, and on-going feedback to the Nation Oversight Manager.

Achievements & Responsibilities

• Performing compliance audits and oversight activities within the retail network
• Ensuring regulatory requirements are met for on-boarding new Retailers/Brokers
• Conducting on-site compliance audits with Retailers and Brokers
• Drafting compliance audit reports and discussing findings with National Oversight Manager
• Following up on execution of action plans, training and ad hoc audits as required
• Monitoring completion of regulatory training by Retailers and Brokers
• Supporting National Oversight Manager in reviewing mystery shopping
• Enhancing Compliance Dashboard and reviewing results periodically
• Liaising with sales teams during compliance audits
• Making policy recommendations and updates to Intermediary Oversight Policy
• Acting as point of contact for Retailer/Broker queries on regulatory communications
• Maintaining records of all documents and materials
• Performing any other duties as required by management

As an External Monitoring Officer, I had the responsibility of ensuring regulatory compliance within the brokerage industry. With a keen eye for detail and a strong understanding of industry responsibilities, I successfully conducted comprehensive audits to identify any potential compliance gaps.

By implementing effective monitoring systems and procedures, I consistently ensured that brokers adhere to all relevant laws and regulations, mitigating risks and protecting the interest of clients.

Achievements & Responsibilities

Design, implement and improvement of the annual Compliance Monitoring Plan

• Undertake second line audit activities required in line with the Compliance Monitoring Plan
• Ensuring the oversight approach is continuously relevant and in line with the regulatory lens
• Accountable for monitoring third party conduct to protect Moneybarn and the customer from non-compliant practices
• Ensuring any new third parties meet the required compliance standard prior to onboarding
• Ensure any control weaknesses / risks identified in review work are reported to the Vehicle Finance Management Committee and are appropriately mitigated
• Participate in field audits for all third parties
• Complete reports and training on audit findings to present to the business
• Ensuring findings and actions identified from second line audits are logged and fed back to relevant stakeholders internally and externally
• Assist with fraudulent issues identified with third parties
• A referral point for the business to query anything to do with third party audits or any potential issues
• Complete Thematic Reviews
• Other support to the Risk and Compliance function as required

In my role overseeing call audits for multiple teams of customer support agents, I executed a comprehensive range of activities to uphold the standards set by the Quality Assurance and Audit Manager.

These included:

• Strategically identifying calls and procedures for audit, ensuring alignment with oversight expectations
• Conducting meticulous audits and documenting the outcomes with precision
• Providing personalised 1-1 feedback sessions to address performance and developmental needs
• Collaborating with Customer Service management to identify improvement opportunities and tailor coaching strategies
• Offering insightful feedback to Team Leaders for effective transmission to agents
• Engaging in real-time call monitoring, auditing, and coaching to maintain service excellence

Within the realm of training and coaching, I harnessed my in-depth knowledge of Contact Centre processes to craft a comprehensive Customer Operations Reference Guide. This centralised resource has been instrumental in enhancing audit scores and serves as a valuable tool for guiding support agents during customer interactions.

Known as a dependable resource, I was often sought after by new and existing agents for guidance and support, fostering a culture of approachability and assistance

I have played a pivotal role in training numerous Quality Assurance Team members and often lead the Learning & Development 'Gradbay' program for new recruits.

In a broader quality enhancement capacity, I actively contribute to:

• Reporting emerging trends to the Quality Assurance Manager for proactive decision-making
• Engaging in QA initiatives to elevate knowledge and proficiency within Customer Operations
• Conducting daily checks on the company's Notices of Sums in Arrears (NOSA) for accuracy, followed by monthly batch audits
• Executing CIFAS audits for the Fraud & Trace department
• Delivering risk reporting to the Risk and Compliance Department to ensure regulatory compliance

Within my tenure at Moneybarn, I excelled as a versatile customer support agent proficient in all aspects, including Asset Management and Recoveries.

My responsibilities encompassed conducting thorough financial assessments for customers, guiding them through income and expenditure reviews. Based on the assessment of arrears, I determined the feasibility of sustainable payment plans or the need for further assistance or intervention. In cases requiring additional support, I effectively communicated the available options to customers and prepared essential Moneybarn documentation, including the creation of Consent orders for legal team action as necessary.

Demonstrating exceptional performance, I consistently achieved impeccable results in call audits, maintaining a position within the top five on the company leaderboard. Recognised for my expertise, I assumed a coaching role within the team, providing guidance to fellow team members through call evaluations and feedback sessions.

Additionally, I was entrusted with outbound calls and administrative tasks to support operational efficiency