Experienced External Disputes Resolution Case Manager with over 15 years in the financial services industry, specializing in financial hardship and complex complaints. Demonstrated leadership in guiding case strategy, mentoring peers, and driving resolution outcomes aligned with AFCA regulations and industry best practices. Skilled in stake holder engagement, empathetic communication, and negotiating fair, timely solutions for vulnerable customers. Known for balancing regulatory compliance, customer advocacy, and operational efficiency in high-pressure environments with sound judgment and strong time management.
As an External Disputes Resolution customer Relationship Manager, I am responsible for managing individual customer complaints that have been escalated to external dispute resolutions bodies AFCA. My role involves investigating complex cases, preparing comprehensive and complaint responses, and working closely with internal stakeholder to ensure fair and timely resolution of disputes.
I am a key point of contact for the external body, representing the company's position while upholding a strong commitment to customer fairness, regulatory obligations, and reputational risk management. My role requires strong analytical, communication , and negotiation skills, along with the ability to manage competing priorities in a high pressure environment
Key highlight
As a Extra Care team case manager I specialized with supporting vulnerable customers who may be experiencing financial difficulty, personal hardship, or other challenging circumstances. My role is to deliver empathetic, tailored assistance while ensuring the bank meets its regulatory and ethical responsibilities. I work closely with customers to understand their unique needs and circumstances, providing appropriate solutions, support options and referrals where necessary.
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Motivated and results-focused leader with a strong background in managing high-performing fundraising teams within face-to-face charity marketing campaigns. Experienced in training and coaching staff, driving donor acquisition, and exceeding daily and weekly sales targets.
Skilled in campaign strategy, team motivation, and performance tracking to maximize impact and ROI for partner charities. Committed to promoting ethical fundraising practices while delivering inspiring public engagement and donor retention
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References available upon request.