Hayley Reid

• Improved customer journey by implementing imporovements in our processes within the department.
• Supporting different areas around the business with queries, complants and adhoc tasks, managing an inbox and creating a logging tool.
• Working accounts that are debt sold and maintaining their addresses.
• Maintaining accounts across all portfolios making sure we have the most up to date contact details for our customer.
• I worked disputes and investigasted whether it was business, customer or system error where customer is disputing a finacial link on their credit file and liasing with Credit Reference Bureaus with updates within a specific SLA.
• A lot of our work is now automated but a lot of accounts fall out of certain triggers therefore needing investigating and a manual trace using careful investigation.
• Have worked multiple cleanses.
• Supporting other areas including Debt managment where I was keying in arrangement and noting correspondance from third party Debt management companies.
• I supported FInancial Crime for over a year in total

Live and Batch customer screening against Financial Crime rules preventing possible risk to the business.

• Processing Bacs and Telepay payments for large companies.Calling Business Managers on a daily basis to seek permission to process large payments..Ran Telepay for 6 months on my own. Manage my clients independantly

Use necessary tools to find the whereabouts of customers. Call neighbours to seek confirmation that customer still lives at an address.

Highly target driven environment. .Consists of using Microsoft Excel on a daily basis to record amount of located customers. I have gained the experience of TraceIQ, TraceSmart and Experian to locate customers and gain information.. Look at current voters roll and BT to potential telephone numbers.

.Transfer customers to relevant departments making sure I comply with the Data Protection Act at all times.

.Recording direct consent from customers to speak to third parties.

. I have hit my required target 24 months in a row and receive my bronze recognition.

. I have gained a City and Guilds Diploma whilst working for Cabot.

.Had to adapt to new systems when Cabot merged with Apex.Trace investigations on gone away customers relating to the debt purchase portfolio. Investigations into fraud claims, data disputes and credit reference agency enquiries.