Justin Pemberton
Leeds,United Kingdom
Summary
Driven professional with knack for analytical thinking and problem-solving. Demonstrates strong communication and organisational skills, coupled with ability to adapt quickly to new environments. Committed to delivering high-quality assessments and fostering positive learning outcomes.
Overview
22
22
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Case Assessor
Business Banking Resolution Service
London, Greater London
05.2022 - 08.2025
- Complex complaints handler - Business Banking Complaints. Impartially adjudicating, mediating, conciliating cases between Banks and Business Customers with reference to legislation, regulations, regulatory codes of practice, good industry practice and a fair and reasonable outcome.
- Streamlined the overall evaluation process by introducing new technologies into our workflow.
- Facilitated training sessions for junior assessors, resulting in improved team performance.
- Advocated for high standards in assessments, promoting fairness and equality within the organisation.
- Ensured compliance with data protection laws during all stages of assessment procedures thus safeguarding company's reputation against potential legal issues related to privacy infringement.
- Maintained up-to-date knowledge of assessment criteria and industry standards, ensuring fair evaluations.
- Maintained accurate records of assessment outcomes, contributing to data-driven decision-making.
- Worked with stakeholders to refine and adapt assessment processes in response to changing requirements.
- Defended assessments and used data to help facilitate settlement negotiations.
Complaints specialist
BNP Paribas Leasing Solutions
Basingstoke, Hampshire
03.2022 - 05.2022
- Complaints handler - Motor Vehicle complaints. Impartially adjudicating cases between the Business and its customers with reference to legislation, regulations, regulatory codes of practice, good industry practice and a fair and reasonable outcome.
- Checking case files for compliance and jurisdiction issues; and, where necessary, preparing papers for the Financial Ombudsman Service.
- Analysed individual complaints, leading to targeted problem-solving efforts from the team.
- Assured compliance with industry regulations whilst managing sensitive client information.
- Investigated complex issues, leading to satisfactory resolutions for both the company and customers.
- Implemented new software tools for improved tracking and management of incoming complaints.
Specialist Complaints Handler
Marsh McClennan
Reading , Berkshire
05.2020 - 11.2020
- Past Business Remediation Exercise - Insurance Complaints. Calculating and implementing redress payments to Customers overcharged insurance premiums with reference to guidance provided by the Financial Conduct Authority (FCA).
- Increased client satisfaction by providing specialised support and advice.
- Managed high-risk projects, ensuring safety compliance at all times.
- Analysed complex datasets for improved decision-making processes.
- Collaborated effectively with cross-functional teams for successful project completion.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
- Reviewed documents for staff to proofread for errors, correct formatting and verify factual information.
- Wrote professional letters, emails and memoranda for business communication.
- Applied maths abilities to calculate and check financial figures.
- Managed large volumes of calls to handle client complaints effectively.
- Upheld high standards of customer service whilst dealing with challenging situations and individuals.
- Adhered strictly to regulatory guidelines during all stages of complaint processing.
- Improved customer relations by promptly addressing and resolving complaints.
- Liaised with different departments for effective resolution of customer issues.
Complaints Adjudicator
Financial Ombudsman Service
London , Greater London
01.2009 - 06.2019
- Complaints handler - Business Banking, Consumer Credit, Motor Vehicle, and Complex Investment/Interest Rate Hedging Derivative Complaints. Impartially adjudicating, mediating, conciliating cases between Regulated Financial Businesses and Consumers, Businesses, Charities and Trusts with reference to legislation, regulations, regulatory codes of practice, good industry practice and a fair and reasonable outcome.
- Developed comprehensive knowledge of relevant laws, resulting in fairer judgments. Multiple different teams and disciplines. Eventually promoted to Senior Complaints Handler/Adjudicator.
- Delivered impartial rulings by considering all sides of each dispute thoroughly before making a decision.
- Strengthened communication skills through regular interaction with lawyers, claimants, and defendants.
- Managed complex caseloads whilst maintaining efficiency and accuracy.
- Managed workloads effectively under pressure whilst maintaining an attention to detail.
- Handled difficult cases with sensitivity and discretion, ensuring fairness at all times.
- Regularly liaised with other legal professionals to discuss cases collaboratively.
- Conducted thorough case research to ensure fair and accurate adjudications.
- Provided clear explanations for rulings, enhancing transparency and understanding for involved parties.
- Demonstrated continuous professionalism in dealing with sensitive information and situations.
- Contributed to team strategy meetings, offering expertise on various aspects of adjudication processes.
Mortgage and protection adviser
London & Country Mortgages
Bath , Somerset
03.2007 - 01.2009
- Advising clients on mortgage options - residential, buy-to-let, commercial, bridging, with reference to affordability, lender criteria and asset income generations.
- Advising clients on mortgage protection options with reference to affordability, need, suitability, appropriateness and mortgage product requirements.
- Demonstrated excellent problem-solving skills to overcome complex cases.
- Handled sensitive information discretely, maintaining high levels of confidentiality.
- Developed tailored solutions, addressing unique client needs effectively.
- Streamlined application process to improve efficiency.
- Facilitated smooth property transactions by liaising with solicitors and estate agents.
- Conducted detailed financial assessments, ensuring accurate loan recommendations.
- Consistently met targets without compromising on quality of service delivered.
- Maintained strong professional relationships for repeat business.
- Ensured compliance with industry regulations through meticulous document management.
- Utilised up-to-date market knowledge to offer relevant product suggestions.
- Organised regular review meetings to ensure continuous service provision.
- Documented client applications for personal, business and mortgage loans.
- Completed documentation for lines of credit and loans on behalf of customers.
Litigation Advisor - Mortgage Lending
Homeloan Management Limited
Skipton , North Yorkshire
07.2005 - 03.2007
- Account manager dealing with mortgage accounts heavily in arrears. Liaising with clients, customers, account holders, legal advisors, reviewing the position, agreeing and implementing next steps.
- Streamlined communication processes, improving team coordination.
- Ensured compliance with regulatory requirements, enhancing the company's reputation in the industry.
- Resolved complex financial issues, contributing to overall customer satisfaction.
- Initiated routine check-ins with clients, maintaining high levels of service delivery.
- Advised clients in person, over phone and in writing to deliver top service and optimum strategies.
Hotel worker
School Travel Service
Brighton, Sussex
02.2004 - 09.2004
- Casual Employee - French hotel.
- Room cleaning, Restaurant server, general hand.
- Assisted in preparation of food service, kitchen hand and other odd jobs as and when required.
Education
LLB - Law
University of Sheffield
Sheffield 10.2000 - 07.2003
A-Levels - History, Economics, English Literature, German, General Studies
Leeds Grammar School
Leeds 10.1998 - 07.2000
GCSEs - Standard study subjects - English, Maths, History, Science subjects etc..
Leeds Grammar School
Leeds 09.1993 - 07.1998
Affiliations
- Local Politics - Elected Councillor for West Berkshire Council and Thatcham Town Council.
- Keen hiker, running and walking enthusiast.
- Enjoy cycling, swimming, reading (non-fiction) and travelling.
Certification
- Interpersonal Mediation Practitioner’s Certificate - UK Mediation - successful completion, September 2023.
- Certificate in Mortgage Advice and Practice (CeMAP) - successful completion, August 2007.
Languages
German
Intermediate
French
Elementary
Timeline
Case Assessor
Business Banking Resolution Service
05.2022 - 08.2025
Complaints specialist
BNP Paribas Leasing Solutions
03.2022 - 05.2022
Specialist Complaints Handler
Marsh McClennan
05.2020 - 11.2020
Complaints Adjudicator
Financial Ombudsman Service
01.2009 - 06.2019
Mortgage and protection adviser
London & Country Mortgages
03.2007 - 01.2009
Litigation Advisor - Mortgage Lending
Homeloan Management Limited
07.2005 - 03.2007
Hotel worker
School Travel Service
02.2004 - 09.2004
LLB - Law
University of Sheffield
10.2000 - 07.2003
A-Levels - History, Economics, English Literature, German, General Studies
Leeds Grammar School
10.1998 - 07.2000
GCSEs - Standard study subjects - English, Maths, History, Science subjects etc..
Leeds Grammar School
09.1993 - 07.1998
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