Celia Keogh
Limerick
Summary
Seasoned Retail Regulatory Relations Analyst at AIB, adept in stakeholder engagement and complex problem-solving. Excelled in enhancing customer satisfaction and regulatory compliance, mentoring teams towards achieving excellence. Demonstrated proficiency in decision-making and attention to detail, significantly contributing to operational improvements and stakeholder communication.
Overview
17
17
years of professional experience
Work History
Retail Regulatory Relations Analyst
AIB
Limerick
09.2023 - Current
- Managed interactions for retail sector regulatory matters with the Central Bank of Ireland.
- Coordinated and compiled major Regulatory Engagement MI for reporting purposes.
- Designed easy-to-understand messaging for stakeholders.
- Facilitated and participated in regulatory engagement meetings and forums.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Maintained accurate records of all data.
- Collaborated closely with cross-functional teams to achieve objectives and meet deadlines.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Regularly monitored changes in regulatory trends.
FSPO Complaints Specialist
AIB
Limerick
01.2017 - 09.2023
- Investigated customer complaints and provided resolutions to escalated issues.
- Served as the primary contact for escalated FSPO cases.
- Effectively addressed and solved FSPO concerns.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Engaged stakeholders at all levels to develop Bank’s responses in FSPO cases.
- Designed easy-to-understand messaging for both customers and stakeholders.
- Documented rationale for decision-making for gestures of goodwill and compensatory payments.
- Established a database to aid in decisions regarding compensatory payments and goodwill actions.
- Guided junior team members in resolving complicated customer issues.
- Created assurance program while standardizing processes for the FSPO team.
- Participated in meetings with senior management teams to present insights derived from customer complaints and associate root cause analysis.
- Created detailed reports on all escalated customer complaints with associated root cause analysis.
- Managed multiple FSPO complaints simultaneously while adhering to strict deadlines, including regulatory deadlines.
- Maintained up-to-date knowledge of FSPO findings, industry trends, and best practices.
Escalated Complaints Specialist
AIB
Limerick
03.2017 - 02.2019
- Engaged in conversation with customers to understand needs, resolve issues, and answer questions.
- Investigated customer complaints and provided resolutions to escalated issues.
- Facilitated communication between different departments throughout the organization when dealing with complex issues.
- Guided junior team members in resolving complicated customer issues.
- Managed multiple customer complaints simultaneously while adhering to strict deadlines, including regulatory deadlines.
- Kept records of customer interactions, thoroughly recording details of inquiries.
- Communicated effectively with customers via telephone or letter regarding their complaint resolution status updates.
- Worked with cross-functional teams to achieve goals.
- Compiled reasoning reports for goodwill payment gestures.
- Recognized by management for providing exceptional customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Real Time Analyst
Three
Limerick
01.2017 - 03.2017
- Monitored key performance indicators and generated actionable insights from the results.
- Reviewed established procedures to assess areas in need of improvement.
- Provided recommendations on how to optimize operations based on findings from analysis of data sets.
- Participated in meetings with senior management teams to present insights derived from data.
- Maintained up-to-date knowledge of industry trends and best practices.
Customer Care Advisor
AXA Partners
Shannon
07.2013 - 01.2017
- Provided guidance to operational teams in addressing customer issues.
- Managed decision-making for ex gratia and compensatory payments.
- Approved and recorded ex gratia payments.
- Engaged with regulatory bodies FSPO and FOS (UK) during official meetings.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Contributed ideas for improving existing processes related to customer care services.
- Crafted clear and approachable messages for customers.
- Handled expectation management efficiently.
- Managed multiple activities simultaneously while adhering to strict deadlines.
- I mentored junior team members.
- Compiled and analysed complaint data each month.
Senior Customer Solutions Advisor
Genworth Financial
Shannon
12.2011 - 07.2013
- Mentored junior team members and managed employee relationships.
- Oversaw the adherence to established SLAs.
- Effectively managed team schedules to ensure timely task completion.
- Executed effective task organization to ensure efficient service delivery.
- Participated in regular meetings with management team regarding current projects or initiatives related to improving the overall customer experience.
- Monitored incoming calls, chats, emails to ensure prompt response times were maintained.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolved customer complaints quickly and efficiently while ensuring customer satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked effectively in team environments to make the workplace more productive.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Consumer Affairs Specialist
Genworth Financial
Shannon
05.2010 - 12.2011
- Resolved customer complaints in a timely manner while upholding company policies and procedures.
- Engaged in conversation with customers to understand their needs, resolve issues, and answer questions.
- Collaborated with other departments on initiatives designed to improve customer experience.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- I mentored junior team members.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Facilitated communication between customers, management, and other stakeholders regarding consumer issues.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Solutions Advisor
Genworth Financial
Shannon
03.2008 - 03.2010
- Successfully reached team and personal KPIs.
- Participated in regular meetings with management team regarding current projects or initiatives related to improving the overall customer experience.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced customer loyalty via outstanding service and experience.
- Assisted in training new employees on company policies and procedures related to customer service.
Education
Certificate of Technical Studies - Compliance
UCD
Dublin01-2015
Certificate of Technical Studies - Financial Planning
UCD
Dublin01-2013
Certificate of Technical Studies - Credit Union Management Control And Supervision
UCD
Dublin01-2013
Certificate of Technical Studies - Mortgage Practice
UCD
Dublin01-2010
Bachelor of Arts - Philosophy And Theology
Mary Immaculate College
Limerick10-2005
Skills
- Stakeholder Engagement
- Deadline adherence
- Team Mentorship
- Decision-making
- Complex Problem-solving
- Preliminary conclusions and recommendations
- Verbal and written communication
- Attention to detail
References
References available upon request.
Timeline
Retail Regulatory Relations Analyst
AIB
09.2023 - Current
Escalated Complaints Specialist
AIB
03.2017 - 02.2019
FSPO Complaints Specialist
AIB
01.2017 - 09.2023
Real Time Analyst
Three
01.2017 - 03.2017
Customer Care Advisor
AXA Partners
07.2013 - 01.2017
Senior Customer Solutions Advisor
Genworth Financial
12.2011 - 07.2013
Consumer Affairs Specialist
Genworth Financial
05.2010 - 12.2011
Customer Solutions Advisor
Genworth Financial
03.2008 - 03.2010
Certificate of Technical Studies - Compliance
UCD
Certificate of Technical Studies - Financial Planning
UCD
Certificate of Technical Studies - Credit Union Management Control And Supervision
UCD
Certificate of Technical Studies - Mortgage Practice
UCD
Bachelor of Arts - Philosophy And Theology
Mary Immaculate College
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