Akwal Khaira

Dealt with complex complaints both Legacy and new cases, from end-to-end and completing own loss calculations. Maintained weekly set targets and quality checks throughout the project.

Security cleared role dealing with a range of queries from active/pensioners from all Civil Service members. Answered questions on all retirement concerns from impacts of tax, calculations, HMRC, statements, Remedy McCloud review through to death over a multiple of schemes offered.

Completed full reviews of complex pension cases, including drawdowns and annuities pension complaints. Finalised complex calculations, evaluating financial loss, tax liabilities to compiling bespoke response letters.

Appointed to assess effectiveness of complaints process and procedures on Pension and Investment products. Reviewed cases from cradle to grave, to test and evaluate best measures in place for completing cases, providing feedback on case logging, letter structure, payments, turnaround times to closure of cases for improvements.

Dealt with complex complaints for Scottish Widows and Clerical Medical clients. Investigated end to end complaints to produce bespoke Final Response Letters including complex calculations, with strong analysis of multiple products from Pensions, Life to Investments along with deceased cases.

Remediated products transferred across from L&G, investigated complaints to provide an outcome both verbally and in writing to the customer after a full review whilst meeting tight deadlines. Strong analysis of multiple products from Pensions, Life, Investments through to Mortgages and systems, investigating root causes through to escalating, decision making and calculating redress.

Quality checked calls/letters to ensure detailed analysis of the case compiled and documented. Created bespoke letters/emails in response to customer complaints following a fund suspension, completing a full review through calls and searching in house systems to extract full complaint.

Quality checked escalated complaint files from FOS, conducting a full investigation on Mortgage and Investment products, to ensure correct guidance and regulated procedures followed. Completed cases within timeframes set, keeping clear audit trails to completing final decision letters.

Remediation following IT migration failure, moving between several rectifications on a daily basis. Dealt with end to end complaints from audit, redress payments to compiling bespoke response letters, reconciling large sums of missing payments by analysing available data and spreadsheets, and carrying out KYC, PEP and adverse checks to on-board large volumes of customers.

Remediated customers across their savings accounts, where detriment caused due to interest errors. Ensured a clear audit trail of all information is captured and recorded to meet set guidelines.

Remediated closed book mortgages, to review miscalculated charges to the customer's mortgage. QC'ed correct rate charges charged as notified to the customer during the term of the whole mortgage, ensuring through detailed analysis of all held data that correct decision and redress calculated.

Coordinated all projects, from multiple diary coordination, sourcing and booking all travel arrangements, VISA requirements, creating itineraries, collating documentation, to arranging inductions for new starters. Arranged meetings, drafted agendas, took minutes, and completed financial tasks including raising purchase orders, expenses, budgets and reconciliations.

Reviewed cases to see if PPI was mis-sold by reviewing all aspects of the sale, from calls, applications forms, sales scripts, compliance records, T&C's and post sales correspondence, calculating redress and issuing final response letters.

Responsible for checking daily sign-off sheets, reports, dealing and respective fund prices. Reviewed and monitored process and procedures being met and reporting issues in timely manner, organising team's workload from co-ordination of daily processes through to resolving issues.

Managed a team of 12, meeting appraisals to SLA's being maintained, compiling breach reports for monthly manager's statistical reviews, halving breaches within the team through to audited Quality Checks on calls and feedback. Liaised with Financial Crime Team/Anti-Money Laundering/IFA's/Stakeholders to resolve issues.

Selected on post migration team from The Bank to IFDS for our client's Threadneedle move to Essex. Worked on several ad hoc projects, often at short notice to meet tight schedules set over two sites.

Worked as a Business Contingency Analyst within the E-Commerce Team.

Case reviewer as an adjudicator.

Retained customers on platform held.

Completed IOC 1 and IOC 3 certifications in 2012.

Completed Financial Planning Certificate Unit 1 in 2001.