Charmaine McMahon

My current role is within the Pensions department of SFA, I re-joined with the view of gaining more knowledge and finding a job to suit me better than my previous roles.

I began my role producing and issuing P45's for the company and after my years in the role I am now a senior processor of pension claims. My daily job is to ensure all forms are issued and received correctly to finally reach the commutation stage of their pension being paid out. I have been the head of spreadsheet stats and allocation to each team member for their daily workload. I am now the senior member of the team with knowledge on all aspects of the Pension Journey / Commutation process in the Pension department. I always seek progression but unfortunately there is no further progression available. I have experience from pensions including running reports and checking transfer information to other companies using a system Origo.

This was my first retail role within an office, this includes daily tasks below:

• Checking orders for customers
• Giving various updates to customers which is sometimes difficult when providing delays and stock issues
• Handling complaint calls and emails
• Offering and handling the correct compensation when required
• Assisted customers with product inquiries and resolved issues to enhance satisfaction
• Managed customer feedback and provided insights for service improvements to management
• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns
• Making sale orders and exchanges
• Warehouse checks, including checking stock for customers etc

This contact centre job role was very similar to my previous job, this entailed:

• Everyday call handling and emailing customers
• Adhere to strict deadlines and targets, whilst achieving high quality measures in a fast paced environment
• Scanning and filing important documents
• Filled out documentation and logs each day and created weekly reports detailing activities
• Answered customer requests with friendly, knowledgeable service and support
• Completed research on complex problems and resolved issues quickly
• Dealt daily with Financial Advsiors
• Dealt with vulnerable customers in relation to bereavements
• Provided exceptional customer service by addressing inquiries and resolving issues effectively

I was a main Customer Service Advisor, below were my key tasks:

• Respond to inbound calls and email
• Make outbound calls to help with several different campaigns (retention, win back etc.)
• Correspond with a varied customer base of students, affiliates, members
• Employers, tuition providers etc. on an international scale
• Adhere to strict deadlines and targets, whilst achieving high quality measures
• Part of a fast paced environment
• PCI and GDPR compliant

My role was to provide support to the Complaint Handlers, my key tasks were:

• Data collation and analysis to ensure accuracy and timely responses to genuine complaints
• Complaint logging
• Security validation and verification checks which vary in complexity, dependent on the nature of the case
• Internal and external call handling
• Attention to detail for each case to ensure every aspect of the complaint has been identified and avoid duplication
• Adhere to strict targets and quality measures
• Since working with Clydesdale Bank PLC I have completed a number of modules on which have improved my skillset and kept me current within my role within financial services.