Marium Zaman

Prepared and organised confidential casefiles, maintained records, and ensured strict legal deadlines were met. Handled large volumes of data, inputted onto various systems, and worked with third-party solicitors.

Reviewed customer complaints via email and text, gathered information for investigation, and composed final response letters to customers.

Taught life skills, values, and intelligence, helping a child navigate challenges and foster independence. Managed household tasks and supported early years learning and development.

Assisted staff with a backlog of customer data, contacted customers to confirm employment status, and updated several spreadsheets.

Conducted inbound and outbound 'first contact' calls with customers, performed accurate data entry and processing, and handled tasks within agreed SLAs. Maintained compliance with operational and regulatory risk by performing validation and security checks.

Hosted telephone hearings, prepared scheduled hearings, and contacted solicitors, judges, and members of the public on case updates. Answered calls and provided updates on cases and hearings.

Dealt with customer data ethically in accordance with FSA requirements, completed telephony, digital, and admin-based tasks, and took ownership of customer issues, resolving at first contact and escalating where required.

Took calls from customers, clients, and third parties, supported Case Executives in progressing files from instruction to closure, and chased outstanding documentation. Provided information on the remortgaging process.

Read through complaints and distributed them to correct teams, distributed mail, verified IDs, and organised information into batches. Assisted in filing and archiving documents.

Viewed customer cases and assessed them for accuracy, confirmed eligibility for refunds, calculated refund amounts, and drafted correspondence to customers.

Analysed and resolved user queries, maintained a log of all calls, and ensured issues were solved effectively. Maintained high customer service levels and followed service management policies.

Gathered customer details, diagnosed and solved technical issues including email clients and internet connectivity, and redirected problems to appropriate resources.