Daryll Toone

• Contracted to tackle backlog of over two thousand complex complaints that perm staff were unable to resolve, including various types of pension (DC & DB), AVC's, annuities, varying types of Investments, and life assurance/endowment. Some pensions have GMP and GAD rates included.

Audit Trail completed to document full complaint journey, utilising different systems whether listening to calls or gathering key data from BaNCS or Worksmart to arrive at outcome to uphold or refute complaint.

• If complaint is upheld, in some instances complex calculations needed to be completed to accurately reflect total losses incurred.
• Completion of accurate and compliant Final Resolution Letters (FRL), and then to arrange for any payment due to be made in timely manner.
• Diarise any complaints where follow up is required for any other potential issues arising post FRL being issued.

• Brought into business to help out with huge backlog of complaints on back of Budget changes
• Mostly dealing with delayed PCLS payments, but also dealing with transfers in/out and complaints
• Performing diligent investigations to arrive at fair outcome for complainant
• Performing complex calculations to correctly remediate clients not disadvantaged in relation to D&I and Financial Loss.
• Performed Gains/loss calculations for for delayed trades.
• Responded promptly and professionally to escalated complaints, restoring client trust in company's commitment to providing excellent service.
• Ensured compliance with data protection regulations whilst handling customer details.
• Proficient with Respond software to manage clients complaints - generating emails, regulatory letters (Final Resolution letters) and investigation documents in timely manner.
• Making compliant and professional calls/emails/letters to advisers and customers alike as required.
• Maintaining high levels of quality to ensure high QC pass rate.
• Exceeded weekly target by 20%

• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity
• Helped Team to move from position of working tasks that were 2 to 3 days overdue, to position of tasks that are not
  due to be completed for 3 to 4 days.
• Successfully delivered on targets within tight deadlines.
  Demonstrated respect, friendliness and willingness to help wherever needed.
• Applied positive customer service approach to increase satisfaction levels, whilst ensuring contact with customers on phone was completed securely and within GDPR.
• Helped to implement Vulnerable Customer processes that were recently introduced, placing markers and notes on clients account where permission had been granted.

• Initially taken on as part of specialist team to reduce New Business backlog as part of 90 day plan - liaising with DC & DB scheme
• Moved then to Benefit Income Request team, processing payments out from Flagship Retirement Account SIPP
• Processing one off income payments, crystallisations, phased income and one off/regular UFPLS payments
  This involves following strict Money Laundering procedure
• Liaise with Prudential staff at all levels, IFA's, in house FA's, and customers alike
• Moved into QA team checking and authorising Benefit Income request
• Moved onto Voice team September 2019, taking calls from IFA's and customers alike needing help with income
  payments, technical queries and technical SIPP admin
• Seconded onto M&G Wealth Platform in March 2023 - again on telephony to help customers, advisers and trustees/third parties with enquiries on their Investments, ISA's & SIPP's
• Maintained highest customer quality scores, receiving compliments on many occasions from customers, IFA's and QA staff.

• Performing complex loss assessments based on delayed transactions on Investment Platform, for both DC and DB schemes.
• Calculations are based on delayed buy, sell and switches; phased pension income drawdown calculations and model reconstructions
• Where compensation is due back to client/customer, communicate outcome of assessment, and compensate accordingly
• Quality and accuracy targets met and exceeded - achieved over performance to 115% on weekly targets.
  

Quality Assurance of arrears charge off process (loans and overdrafts)

• Seconded to live call agent coaching
• Providing live feedback on agents call performance
• Checking that agent performs ID&V with due diligence, to prevent potential breach
• Checking that customer dissatisfaction/complaints are correctly dealt with and remediated as per bank process
• Providing on spot coaching and development to improve agent call performance, and customer outcomes
• Completion of weekly summary on agents performance and development for Bank MI purposes
• Overall results post coaching was 36% increase in correct customer outcomes

• Manage complaints of Packaged Bank Accounts (PBA) to compliant FCA standards
• Complete Main Investigation Document (MID) to gather evidence of conduct and compliance of sale
• Information for MID gathered from eight different computer systems
• Perform KYC and Due Diligence, prior to customer contact to gain customer testimony to help decide outcome
• Completion of rationale and conclusion within FCA timescales
• Completion of correct remediation including fees and interest to be compensated to customer in event of case being upheld
• Outcome communicated to customer verbally and in Final Response letter, reminding customer of their FOS rights
• All to be maintained to high quality standards, whilst also achieving target

• QC Case Handler assessor Team Leader, checking relevant KYC and Due Diligence has been undertaken; reviewing investment, pension and protection cases completed by file reviewers
• Feedback QC results to file reviewer
• Monitoring quality control and quality assurance results on regular basis
• Conducting Root Cause Analysis and effectively communicate outcomes and monitor future improvements and performance
• Ad hoc & planned coaching support to embed development
• Assisting Team Leaders in construction and execution of quality related informal and formal development plans
• Maintaining awareness of regulatory landscape and use this awareness to flag issues of importance
• Review and challenge department internal processes to drive improvement
• Seconded to specialist clinic team to perform forensic analysis of complex cases, and provide logical conclusions to arrive at correct outcome for customer.
• Managed complex projects, ensuring high-quality outputs.
• Led weekly meetings, providing clear direction on project objectives.
• Established guidelines for team operations, resulting in improved efficiency.
• Implemented quality control measures leading to significant error reduction.
• Monitored staff performance levels, implementing necessary changes to improve productivity and meet targets.

• Audit and Compliance consultant working on mortgage applications and product transfers for UK's biggest mortgage provider
• Part of small team of mortgage professionals seconded to business, whilst bank staff study for their CeMAP qualification as per Mortgage Market Review (MMR) requirements
• Ensure that sales and product transfer calls are compliant with regulatory and business standards
• Ensuring that all sales adhere to Mortgage Code of Business (MCOB) standards
• Performing KYC and customer due diligence checks on new applications and product transfer calls
• Maintaining regulatory standards for advised method of mortgage application.
• Assessing customer complaints and ensuring that initial sale was compliant, ensuring that regulatory guidelines and timescales are adhered to whilst complaint is resolved

• Maintaining ongoing relationship with existing and new clients - based around their ongoing need for advice on mortgages, savings, protection, investments, pensions including transfers and income drawdown
• Left Positive Solutions August 2013

• Building successful IFA practise from virtually no clients (on Self Employed basis) - to over 200 clients from September 2002 to 2009
• Active in several networking groups to gain new clients and contacts
• Qualified for several overseas conventions based on sales figures
• Strong mix of Protection, Mortgage, Investment, Pensions, Pension Transfer business including Income Drawdown
• High retention rates for business written was above 95% for all areas