Jude Egbase

• Enhanced company reputation with effective complaint resolution.
• Utilised CRM software proficiently for efficient tracking and management of complaints.
• Adhered strictly to industry regulations during all stages of complaint resolution.
• Followed up on resolved complaints to verify satisfaction and maintain relationship with customers.
• Maintained comprehensive records of all customer interactions, enhancing transparency.
• Demonstrated empathy whilst dealing with distressed customers, preserving company image.
• Analysed trends in complaints to enhance product development process.
• Completed duties to deliver on targets with accuracy and efficiency.
• Organised training sessions to enhance team performance.
• Managed complaints, resulting in increased customer loyalty.
• Trained new employees in aligning their roles to company's objectives and goals.
• Resolved conflicts, ensuring high retention rates.
• Resolved customer concerns promptly to maintain satisfaction.
• Performed complex calculations, improved results delivered to clients.
• Ensured accuracy by meticulously checking insurance payment calculations.
• Demonstrated excellent written and verbal communication skills to complete tasks promptly.
• Improved communication for better client relations by promptly responding to written inquiries.

Had 2 kids and wife required full time support.

• Maintained strict confidentiality regarding client information as per data protection regulations.
• Developed comprehensive reports for senior management, supporting strategic decision-making processes around PPI cases.
• Maintained up-to-date knowledge of regulatory changes affecting PPI products, enhancing service quality.
• Reviewed client financial histories thoroughly before making decisions on their respective claims.
• Facilitated training sessions for new hires, boosting overall team performance in handling PPI cases.
• Communicated effectively with clients via Verbal and written communications, providing updates on claim status.
• Updated CRM systems with accurate PPI claimant information for reliable case reference.
• Understood and recognised mis-sold products to provide helpful customer advice.
• Verified client identity and records for full claims compliance.
• Gathered, recorded, and distributed complete documentary evidence.
• Showcased exceptional attention to detail when calculating redress.
• Formulated final response letters to customers' complaints, maintaining a positive brand image even in challenging situations.
• Prioritised tasks to meet deadlines.
• Met strict deadlines by efficient time management.

Current Accounts

Managed complaints related to account features, fees, and unauthorized transactions. Helped customers understand their account benefits and resolved any issues promptly.

Savings Accounts

Addressed concerns about interest rates, account access, and service quality. Provided information on different savings options and ensured customers were in the best product for their needs.

Common Complaints Experienced

Unauthorized Transactions Issue: Customers reported unauthorized transactions on their accounts and sought resolution. Resolution: Investigated the transactions, provided temporary refunds, and enhanced account security.

Account Fees Issue: Complaints about unexpected or high fees associated with current accounts or overdrafts. Resolution: Explained the fee structure, offered fee waivers or alternative account options.

Service Issues: Dissatisfaction with customer service, such as long wait times or unhelpful responses. Resolution: Apologized, provided immediate assistance, and ensured follow-up to improve service.

• Served as first line of contact for customers filing complaints.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• De-escalated aggressive behaviour using effective conflict resolution techniques.
• Documented customer interactions, following company policy and procedure in all engagements.
• Offered current, accurate advice on optional solutions for concerns.
• Clarified complaints to fully understand customer issues.
• Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
• Owned end-to-end complaint handling and resolution in line with established procedures.
• Listened actively to offer accurate information and best solution to their needs.
• Communicated with customers politely, promptly and professionally.
• Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
• Took ownership for customer correspondence to deliver exceptional customer service levels.
• Adhered strictly to policies and procedures for continued company compliance.
• Handled in-person, email and mailed correspondence.
• Recorded information about inquiries and complaints within internal database.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Prepared necessary forms to complete transactions.
• Responded to customer feedback within target timescales.
• Applied conflict management to stressed and concerned customers.
• Followed scripts when answering common customer questions.
• Tagged customer interactions with appropriate labels for internal tracking purposes.

• Solving queries relating to individual accounts, such as bill payments, bill queries, mobile phones/account upgrades, tariff changes, network queries, updating account details, barring and unbarring of customers' mobile account, marketing/promoting products and services.
• Expressed care, patience and empathy when handling customer interactions for personalised experience.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Transferred customer calls to respective department or personnel to address specific issues.
• Listened actively to offer accurate information and best solution to their needs.
• Adhered strictly to policies and procedures for continued company compliance.