Jim McLeod
Upper Skelmorlie,North Ayrshire
Summary
A dedicated professional with notable expertise in handling complaint applications, demonstrating exceptional patience and composure. Adept at decision-making judgement, showcasing resilience under pressure while maintaining empathy and compassion. Committed to leveraging these skills to achieve excellence in customer service and conflict resolution.
Overview
10
10
years of professional experience
Work History
Complaints Hander - Triage
Royal Bank of Scotland
Greenock, Inverclyde
01.2024 - Current
- Maintained detailed records of customer interactions, ensuring transparency in communication & Complaint history.
- Enhanced company reputation by tactfully managing dissatisfied Customers.
- Collaborated with Complaint Investigators to accurately resolve Cases within specified timeframe.
- Improved customer relations by promptly addressing and resolving issues at First Point of Contact.
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
- Identify & log customers complaints on Relevant systems (Phoenix)
Customer Service Advisor B
Royal Bank of Scotland
Greenock, Inverclyde
01.2019 - 01.2024
- Managing & Exceeding KPI’s on Daily basis
- Coaching & Sharing Best Practice with fellow team members
- FPOC Complaints Trained with currently 100% Complaint Outcome success
- Excellent Risk Awareness Skillset that has resulted in various LOV Nominated & Finalist for 2019 LOV Awards for Protecting Vulnerable customers, This has resulted in Risk Champion Role being undertook to share knowledge & best practice with Advisors & Leadership teams
- Excellent understanding of Customer needs with proven track record of Successful FHC checks completed via Video Banking, Telephone Banking & Branch Network Referrals
- Managed complex customer issues to successful resolution.
Corporate & Commercial Portfolio Manager
Royal Bank of Scotland
Glasgow, Glasgow City
01.2016 - 12.2018
- Facilitate Lending deals for customer up to £50 million
- Undertake daily Credit Stewardship Checks/Reports
- Instruct New Security as part of lending process
- Instruct BIBA Valuations over Properties
- Credit Risk Analysis & Report Writing Experience
- Liaise with Relationship team to ensure customers needs are met
- Accredited Limit Marker & Document Checker for RBS & NatWest
- DTL Responsivities undertaken to provide Coaching & Feedback to Portfolio Managers
- Monitor & Manage Daily Excess Reports for Customer Portfolio
- Collaborated with cross-functional teams to boost overall company profitability.
Deputy Team Leader
Royal Bank of Scotland
Greenock, Inverclyde
01.2015 - 12.2015
- Management of 20 Brand New Advisors to the business
- Develop Staff through Determine to Lead & Sports Coaching Techniques
- Carry out Daily Briefs, setting Advisors Focus for the day
- Managing Personal Development of advisors who want to progress within the business
- Continuous improvement Champion
- Provided Team Manager cover during TM’s Annual leave
- Liaise with Human Resources to arrange & conduct Interviews, undertake Occupational Health & Wellbeing
- Conducted performance review meetings to improve individual output.
- Managed conflict resolution tactics for harmonious team relationships.
Education
Professional Bankers Certificate & CPD - Banking
Chartered Bankers Institute
Remote 01.2011 -
BSc Degree - Grade A
Internet Software Development
01.2007 - 01.2008
HND - Grade A
Multimedia Computing & Web Development
01.2006 - 01.2007
HNC - Grade A
Multimedia Computing & Web Development
01.2005 - 01.2006
Wellington Academy - English, Computing Studies, Information Systems, Geography, PE, Maths
01.1999 - 01.2005
Skills
- Patience and composure
- Decision-Making judgement
- Experience with Complaint Applications
- Empathy and compassion
- Resilience under pressure
Timeline
Complaints Hander - Triage
Royal Bank of Scotland
01.2024 - Current
Customer Service Advisor B
Royal Bank of Scotland
01.2019 - 01.2024
Corporate & Commercial Portfolio Manager
Royal Bank of Scotland
01.2016 - 12.2018
Deputy Team Leader
Royal Bank of Scotland
01.2015 - 12.2015
Professional Bankers Certificate & CPD - Banking
Chartered Bankers Institute
01.2011 -
BSc Degree - Grade A
Internet Software Development
01.2007 - 01.2008
HND - Grade A
Multimedia Computing & Web Development
01.2006 - 01.2007
HNC - Grade A
Multimedia Computing & Web Development
01.2005 - 01.2006
Wellington Academy - English, Computing Studies, Information Systems, Geography, PE, Maths
01.1999 - 01.2005
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