Nishma Ruparelia

Oversaw and managed the Customer Services and Complaints Department, ensuring the highest levels of customer satisfaction and strict adherence to regulatory timeframes. Developed, implemented, and maintained regulatory policies and procedures within the Customer Services and Complaints Department.

Promoted to Subject Matter Expert to support the onboarding of new team members and assist in establishing the Customer Resolutions Department in Birmingham. Operated effectively in a fast-paced, target-driven environment, investigating and resolving complaints in compliance with legal, regulatory, and company standards.

Conducted thorough investigations into financial complaints, including banking, insurance, and investment matters, in strict accordance with Financial Conduct Authority (FCA) regulations. Managed a diverse and demanding caseload, progressing cases in line with established service standards and effectively prioritising competing tasks.

Conducted in-depth investigations into complaints relating to mortgages and secured loans, ensuring the application of relevant regulatory guidance such as the Mortgage Code of Business. Delivered well-reasoned opinions to both consumers and businesses, ensuring all communications are clear, concise, and tailored to the audience.

Handled consumer inquiries and provided guidance on financial complaints. Assisted in resolving disputes between consumers and financial institutions.

Managed a portfolio of customer cases, ensuring timely and accurate resolution of inquiries and issues. Collaborated with internal teams to address complex customer needs and maintain high service standards.