Mohammed Uddin

Reviewed end-to-end Investments including Pensions, SIPP’s, ISA’s, JISA’s, Unit Trusts, OEIC’s, and Investment Bonds, assessing suitability of advice, attitude to risk, and replacement business. Analyzed CYC calculations and outperformance requirements to ascertain client disadvantage and calculate redress due, creating bespoke final decision letters explaining investigations and outcomes. Communi

Dealt with servicing complaints, focusing on point of sale and Financial Adviser recommendations, reviewing Investments including Pensions, SIPP’s, ISA’s, JISA’s, Unit Trusts, OEIC’s, and Investment Bonds. Assessed suitability of advice, attitude to risk, and replacement business, analyzing CYC calculations and outperformance requirements to determine client disadvantage and calculate redress. Wro

Handled client complaints end-to-end received via letters, emails, and phone calls regarding Pensions, SIPP’s, ISA’s, JISA’s, Unit Trusts, and OEIC’s. Conducted end-to-end file reviews and wrote bespoke letters from scratch to address complaints, specifically those relating to advice suitability within investments.

Implemented KYC processes to ensure customer data security within GDPR guidelines. Conducted collections calls, engaging with customers in adverse situations regarding missed payments and discussing optimal solutions. Created process documents for the Customer Service Team and led meetings on process changes.

Conducted a past business review into the mis-sale of insurance products for Mortgages, Loans, Credit Cards, and Asset Finance borrowing. Performed end-to-end file reviews, examining certificates of insurance to determine adherence to FCA guidelines for product sales.

Worked in the risk team as a case handler for past business review, identifying whether sales of annuities adhered to FCA guidelines. Conducted end-to-end file reviews, assessing KYC rule adherence to ensure ID&V completion for customer account discussions, and flagged potential GDPR breaches.

Excelled in communication skills, particularly with clients with disabilities, enhancing ability to handle difficult and sensitive situations. Demonstrated proven skills as an effective case handler, adhering to customer needs over the phone and improving phone techniques and etiquette.

Satisfactorily completed complaints and cases within company timeframes, specifically working with insurance products. Adhered to company and regulatory data protection policies while providing first-line customer service to clients and third parties, thriving in a target-driven, high-quality environment.

Promoted to Subject Matter Expert within four months due to strong understanding of case resolution processes. Proven ability to coach, lead, and manage a team in the absence of a Team Leader, supporting colleagues in challenging areas towards successful case completion.

Managed, investigated, and provided resolutions to customer complaints across various areas. Conducted stock reports for the team, performing deputy team leader duties including attending morning manager meetings to discuss team performance and delegating departmental work after organizing it via Excel.

Grade: 2.2

Obtained a Bachelor of Arts with Honors in Business Management. The curriculum focused on core business principles and management strategies.