Razvain Tanweer

At Sanctuary Housing, I am responsible for reviewing and investigating all complaints in relation to Home Insurance.

My role is to investigate complaints in relation to disputed Home Insurance complaints with shared home ownership properties and ensuring that all information in relation to tenants' complaints are being considered in order to make a fair decision. In my role, I also work closely with the loss adjusters, third party insurers and building contractors. This is to ensure that a full review and understanding is being considered in order to a fair outcome.

During my role in AXA Healthcare, I was responsible for managing private health claims from start to finish, making sure that all claims were eligible under the policy. I was also responsible for analysing claims made by policy holders to establish that the policy conditions were being met. I was also responsible for guiding claim handlers on how to proceed with claims and organising immediate help.

As a Quality Assurance Tester, I was responsible for checking Motor Insurance complaints.

I was responsible for ensuring that complaint handlers had correctly followed all policies and procedures to ensure a fair outcome had been reached for the customer. This included ensuring complaint handlers were using all relevant policies, procedures and policy booklets in line with the Customer Duty Act.

I have years of experience in ensuring the accuracy and compliance of claims processing systems which also included end-to-end testing and identifying any potential issues in order to ensure all outcomes were validated against policy terms and regulatory standards.

I was able to confidently deliver feedback and relevant training sessions where applicable to strengthen work of other members of the team.

As a Mortgage Collections Quality Assurance Tester, my role was to ensure that the handlers adhered to all mortgage collection and recovery policies and operating standards, to aid with assessing cases and supporting customers. My role was to also check that handlers were working with the credit team, MI and change team to ensure that risk and compliance were adhered to. My role also included listening to customer calls to make sure handlers were correctly assessing all the correct information and identifying vulnerabilities, also checking that all customer debts were identified to ensure that the entirety of customer needs were being met.

Here I worked as an experienced Outcome Tester, specialising in insurance claims such as: motor claims, housing claims, building claims and commercial insurance claims, I brought a strong track record of ensuring the accuracy and compliance of claims processing systems. I am skilled in performing detailed end-to-end testing, identifying potential issues, and validating outcomes against policy terms and regulatory standards. With a deep understanding of insurance claims workflows, I work closely with development, claims, and compliance teams to ensure seamless system functionality and data integrity.

As a PPI and General banking Quality Assurance Tester, I worked with great diligence and conscientiousness. My day-to-day responsibilities lead to the sole outcome of ensuring that the fair decision had been reached.

Being a QA, I worked industriously in line with the bank's process maps and guidelines to help reach the desired outcome. Once the Complaint Handler had submitted the case, it was my job to cross check assiduously all of the data inputted.

As an Insurance Customer Complaints Handler, my job ascertained handling general insurance complaints including Home insurance, Landlord insurance, Car insurance, Travel insurance, Pet insurance and Life insurance. I have an enhanced skillset of working within this field; years of insurance experience and daily customer interaction. Within my role, I was responsible for reviewing customer complaints in line with the company's policies and financial regulations in order to reach a fair outcome.

Working as a Quality Outcome Tester Contractor􏰃, my day to day duties included dealing with FOS mortgage and general insurance complaints.􏰁 I dealt with Lloyds Business As Usual and remediation projects􏰁. In this role, I was expected to achieve daily targets and meet high quality standards􏰁.

In my role as general manager, I was responsible for a team of 15 Insurance Brokers. My key duties included; ensuring specified sales and debt management targets were met, managing staff attendance, solving day to day problems and conducting in house audit and evaluations.

Working as an Insurance Broker, I was regulated by the Financial Service Authorities (FSA) to recruit new business insurance customers and maintain existing company clients. Within this role, I liaised with a number of insurance companies and banks to negotiate customer policies and handle claims on the behalf of clients.

As a Collections and Recovery Advisor, my duty included speaking to customers regarding arrears payments on their mortgage, loans and credit cards and understanding and assessing their personal finances. In our daily role, we were responsible for taking payments and setting up payment plans in line with the customer's income and expenditure form.

Duties included: serving customers, arranging staff rotas, managing stock and placing orders.