Nancy Howgate
Corringham
Summary
Proactive and detail-oriented senior associate, completing a level 3 apprenticeship within financial services. Experienced in client communication, quality control of written correspondence and handling complex cases. Currently studying towards the Investment Operations Certificate (IOC). Keen to apply analytical skills, attention to detail and commitment to fair client outcomes within a complaint handling role.
Overview
4
4
years of professional experience
Work history
Senior Associate, Investor Services
SS&C
Basildon
2024.07 - Current
- Handle both written and telephone client communications, highlighting scenarios which require extra support
- Manage complex cases to provide a positive client outcome
- Oversee quality control for written correspondence, ensuring internal procedures and regulatory standards are met
- Provide feedback to written processors, where appropriate
- Investigating and resolving complaints efficiently
Senior Associate, Client Services Voice
SS&C
Basildon, West Berkshire
2023.04 - 2024.06
- Managed up to 70 inbound calls per day, supporting new and existing investors, executors and agents
- Regularly supported vulnerable and distressed clients, applying empathy, active listening and clear communication
- Maintained consistently high call quality scores with a low error and breach rate
- Trained and supported three new starters, providing guidance on systems and regulatory standards
Customer Service Representative
Interact CC
Remote
2022.04 - 2022.11
- Completed up to 100 inbound calls per day, ensuring all information was accurate and clear
- Expressed empathy and professionalism, while maintaining company standards
- Escalated complex scenarios to the necessary departments
- Maintained a clean, orderly work environment promoting a conducive atmosphere for both staff and customers.
Education
CISI Introduction Securities and Investments -
London SCBT Test Centre
London 2001.04 - /2025
A-Levels -
Ortu Sixth Form Centre
/2019 - /2021
Skills
- Regulatory Awareness
- Complex Case Management
- Root Cause Analysis
- De-escalation and Client Care
- Written Quality Control
- Complaint Investigation
Timeline
Senior Associate, Investor Services
SS&C
2024.07 - Current
Senior Associate, Client Services Voice
SS&C
2023.04 - 2024.06
Customer Service Representative
Interact CC
2022.04 - 2022.11
CISI Introduction Securities and Investments -
London SCBT Test Centre
2001.04 - /2025
A-Levels -
Ortu Sixth Form Centre
/2019 - /2021