Stephen Brown

Working with customers to create and implement repayment plans, balancing the requirement for sustainable commercial practice with maintaining positive customer relationships

Contributing to the development and improvement of collection processes to enhance efficiency and effectiveness.

Monitoring and tracking debt recovery performance, identifying trends and areas for improvement.

Identifying and documenting root causes of delinquent accounts, such as system errors, communication issues, or customer-specific circumstances.

Developing and applying strategies to improve debt recovery processes and reduce bad debt expenses.

Maintaining clear and concise communication with debtors, ensuring they understand payment obligations and alternative forbearance options.

Managed over 25 customer calls per day.

• Analysed complex datasets for improved decision-making processes.
• Managed high-risk projects, ensuring safety compliance at all times.
• Collaborated effectively with cross-functional teams for successful project completion.

Recording the details of complaints; investigating complaints against company policies and procedures and regulatory guidelines.

Directly providing complaint solutions to customers; Ensuring complaints are handled in line with process, procedures and within regulatory timeframes.

Communicating with customers, internal teams, and external bodies like the Financial Ombudsman Service.

Established understanding of FCA regulations, including Treating Customers Fairly principles.

Identification of patterns in complaints and root cause analysis helping towards the implementation of preventative measures to reduce future issues.

Processing of initial claims, gathering of policy details, and confirmation of eligibility criteria.

Requesting and then review of supporting documentation like receipts, photos, and valuations.

Explaining the claims process, providing updates, and answering subsequent inquiries.

Research of ongoing claim details, assessing the validity of the claim.

Negotiation with repair shops or insurers, endeavouring to conclude at fair and timely settlements.

Maintenance of accurate records of claims, case notes, and communication logs.

Address of customer complaints related to claims and ensure resolutions.

Tracking inventory, ensuring accurate stock levels, and preventing discrepancies.

Working with shipping and delivery processes, understanding logistics networks, and utilising tracking systems.

Analysing data to identify trends, pinpoint discrepancies, and troubleshoot issues related to pre-delivery processes.

Demonstrating the ability to investigate issues, gather information, and implement solutions for tracking and tracing problems.

Working with different teams, communicating information effectively, and collaborating on investigation

Setting and adjusting odds for events. Utilising analytics and market research.

Monitoring live events and adjusting odds in real-time. Ensuring compliance with regulations.

Providing guidance to customers. Collaborating with cross-functional teams.

Analysing trading performance and building KPI's.

Detecting and investigating fraudulent activity within the gambling industry.

Evaluation of gaming patterns, identifying suspicious behaviour, and implementing effective risk management strategies.

Ability to reduce losses and maintain the integrity of gaming operations.

Effectively addressing and resolving customer complaints related to various aspects of gambling, such as pay-out errors, game malfunctions, or disputes.