Linda Franklin

• I am responsible for delivery of Remediation and call activity and ensuring that Applicable Customer Identification Procedures (ACIP) are completed for individual and non-individual entities to ensure profile is compliant to meet regulatory requirements in line with AML/CTF standards
• Providing high levels of service to customers via Inbound calls centered around Know Your Customer (KYC) requirements
• I have been trained in different remediation tranches and am adept at assisting customers with a range of remediation requirements
• I have met and exceeded targets consistently with Customer Experience and Quality scores exceeding 90%

• As a Remediation Stream Lead, I was responsible for the end-to-end development of Remediation solutions and leading staff to perform Remediation investigations and activities
• Responsible for managing and governing the delivery of account remediation, ensuring the delivery of remediation was timely and adhered to quality standards
• Worked on designing, creating, and delivering policies and procedures for remediation activities.
• Assisted in identifying, investigating, and recommending enhancement to controls to reduce remediation events
• I performed Quality Assurance checks and monitoring across remediation activities, via call listening and file reviews, ensuring high degrees of oversight and control to activities and adherence to frameworks.
• Designed and facilitated training to remediation staff on skill gaps identified through monitoring and supervision activities to enhance handling of objections, standards of work and improved customer experience.
• I built and maintained productive relationships with stakeholders to facilitate the delivery of remediation activities.

In the role of a Hardship Team Manager, I managed a team of 15 specialists who managed financial hardship applications and assisted customers with suitable payment plans. I performed the following duties:

• Led, coached, and provided the Hardship Team with support and on the job training
• Made daily operational risk decisions to ensure both customer and the business needs are met.
• I performed Monitoring and Supervision tasks via Call listening and file reviews to identify errors and development areas which provided opportunities to coach and improve agent's performance, ensuring adherence to compliance while providing customers with the most appropriate outcome.
• I led the Financial Counsellor Liaison team which formed part of the Hardship team and dealt primarily with Vulnerable customers and Financial Counsellors /Administrators who assisted customers with their debts.
• Vulnerable customers require extra care, empathy and more support and I ensured that my team served every customer with care, compassion and a genuine interest to improve their financial situation.
• I made compliant use of the Delegated Authority (DA) I held to waive debt or vary customer contracts. Vulnerable customers often required financial assistance in the form of payment plans, full waivers, partial waivers, settlements, etc and I did this always keeping both the customer and business needs in mind.
• When making decisions to approve payment arrangements, waivers, etc, I considered- documentation received from customers supporting their situation, account history of the customer, current situation of the customer which caused them to experience vulnerability, etc and provided customers with the most appropriate outcome to help restore their financial health.
• I attended Financial Counsellor forums which provided an opportunity to hear directly from Financial Counsellors, who provided a free service to the community, on what was working and what needed to evolve to assist customers more. Along with my team, I collaborated with the FC's on complex customer cases and found the best ways to help vulnerable customers.
• Maintained team engagement and morale in a challenging environment through reward and recognition initiatives
• Reporting on the daily performance of the department and sending out refresher communication whenever required to maintain consistency in the agent’s understanding of policies and processes
• Active involvement in various projects within Hardship that led to simplification and process improvements
• Regularly liaised with various internal and external stake holders to communicate Hardship requirements and helped with the roll out of new initiatives

• As a Hardship Officer my role involved conducting outbound/inbound telephone-based hardship activity, for Credit Cards, Personal Loans and Motor Loans customers
• End-to-end ownership of customer issues with an aim to achieve a mutually acceptable resolution
• Identifying customer needs and making hardship arrangements with the customer to bring the account up to date.
• Dealt with vulnerable customers experiencing domestic and family violence, mental health and serious medical conditions, elder abuse, etc and ensured extra care, empathy and understanding was displayed on the calls.
• Completing administrative tasks and preparing written documentation for clients
• Ensuring actions comply within policy, procedure, and strict legislative guidelines
• Liaising with financial counsellors/solicitors/administrators who were assisting the customer with their debts.

• This role predominantly handled the claims concerned with Google Checkout and ensured the contractual parties complied with the terms and conditions
• Supported advertisers by reviewing ads that show on Google network, ensuring compliance with Google policies
• Analyzed the facts of each case and provided a resolution in accordance with the company policies
• Helped keep defaulters out of the system by sharing information with other teams within the organization
• Innovated and generated new ideas to help in the automation of current systems to increase efficiency
• Served as a Team Advisor and mentor to other colleagues and shared best practices to improve performance
• Initiated projects and involved team members, while coordinating work to ensure timely and excellent results