Yasmin Forman

• Solely manage numerous complaint cases.
• Track all progress and keep the customer up to date with all relevant information or progress
• Ensure that each case meets the Financial Ombudsman's requirements and is within the Financial Conduct Authority's timescales.
• Liase with different departments for an effective resolution.
• Negotiate with customers to reach a mutually agreeable solution.
• Reach a final decision on the outcome of each complaint and complete a detailed report.
• Compensate for any financial loss and decide if a compensation payment is required.

I currently have a 100% Financial ombudsman referral rate which demonstrates my ability to make fair and accurate decisions for both the company and client.

• Managed customer Annuity plans, completing any request and processing data.
• Processed payments within the Service Level Agreement timescale.
• Resolved complex issues for improved customer relations.
• Trained new staff members to ensure consistency in service delivery.
• Assisted customers with varying questions using product knowledge and service expertise.
• Participated in regular training to maintain up-to-date knowledge on company products and policies.

• Delivered personalised service to each client, fostering trust and loyalty.
• Achieved higher customer retention through consistent follow-ups and updates.
• Managed large volumes of incoming calls for efficient customer service operations.
• Escalated unresolved issues within appropriate channels guaranteeing timely resolution.
• Handled payments from customers daily, ensuring to keep detailed log of all money handled.
• Recorded and processed customer data accurately.