Miss Onoyase Ejovwoke

14 Claremont terrace Sunderland SR2 7LB

Email: ejoke_onos@yahoo.com

Mobile: 07818934085

PROFILE

Miss Onoyase is an intelligent team player who has relevant experience working in the financial service sector as an Expert complaint handler. She has resolved various types of complaints including mortgages, credit card, loans insurance etc. She is a fast thinker, analytical in nature and has excellent communication skills.

PLANNED HOLIDAYS-NONE

QUALIFICATION

•        Masters Degree  in Geosciences , University of Manchester (September 2010)

•        Bachelor Degree in Geology,  Delta state university Nigeria (March 2003)

CONTRACT EXPERIENCES

Mortgage Complaint Handler, Northern Rock Gosforth Newcastle

May 15 2012 – July 15 2012

•        Handled backlog of complex mortgage complaints from end to end from third party companies, solicitors and direct from customers.

•        Investigated and resolved complex mortgage complaint by analysis of available evidence in form of system notes, redemption statement, offer of loan, monthly mortgage statement, income and expenditure records, call records, policy documentations etc. Utilised such evidences to arrive at an informed decision as to uphold or reject the complaint made.

•        Gather data from various internal systems to gain insight about the complaint. Systems used for investigation on a daily basis include RESPOND, SAS, UFSS, GLOBAL SEARCH, VERINT and NICE. Also liaising with other internal dept. to gather relevant information. I closely worked with Debt management team, financial hardship team, Finance dept. and Northern Rock Call Centre. Where necessary I also made outbound calls to customers to request further information or gain clarity on relevant issues. I also retrieved and listened to call records from archives on VERINT.

•        Complaints i successfully resolved include; temporary conversion to Interest Only basis, Payment Holiday approval, Consent to let related complaints, Claims on redemption charges, DOM fees and ERC, Borrow backs, Maternity breaks, Mortgage accounts in arrears, Direct debit failures, Error in processing Card payment, Voluntary surrender of property and lots more.

•        Drafting bespoke and professional ‘Final response letter’ (Non Template Style Letters) to inform customers of my final decision regarding their complaint.

PPI COMPLAINT HANDLER, Lloyds Banking Group London

September 2011 – February 2012

•        Review, investigate and resolve PPI complaints (Pre and Post FSA cases) in a manner that is fair and consistent with Group Complaint Handling Policy (GCHP) and FSA rules.

•        Utilising various software applications and operating systems in the pre investigative stage to collate available  customer information relevant to the ppi sales and complaint

•        Manage a portfolio of PPI complaints in a target driven environment with responsibility for maintaining the required levels of productivity and quality

•        Provide strong rationale during the investigative process, by reviewing policy documentation, credit agreement, CMC complaint letters, and YPSOR document as well as telephone recordings from the time of sale.

•        Access each complaint case holistically, make an informed decision to UPHOLD OR DEFEND such complaints based on all available evidences while sticking to an approach that is prompt fair and consistent  and in accordance with Fsa complaint review standard

•        Communicating final decision in form of written letters to customer, clearly outlining each complaint points raised and matching these concerns against evidences gathered during my investigation in a written and clear manner while adhering to the letter writing format spelt out by Lloyds and also informing the customer in such letters, their right to complaint to the Financial Ombudsman service should they be unhappy with our final decision

GENERAL BANKING COMPLAINT HANDLER, Royal Bank of Scotland Manchester

October 2010-March 2011

•        Successfully resolved various types of customer complaints regarding RBS current accounts, credit cards, late payment charges, overdraft charges, personal loans, graduate loans as well as complaints regarding PPI

•        Set up necessary investigation and liaise with Call centre staffs to identify root cause of complaint

•        Gathered and extracted relevant data from various internal systems to enable a detailed review of customer complaint.

•        Corresponded with customers throughout the life cycle of the complaint to clarify unclear issues, request further information or update the customer regarding the status of their complaint.

•        Accessed each complaint case holistically, make an informed decision to uphold or defend  complaints based on all available evidences while sticking to an approach that is prompt fair and consistent  and in accordance with Fsa complaint review standard

•        Compose and send out letters in the post to customers informing  them of decisions I have made regarding their complaints, giving clear rationale as to why complaint has been upheld or defended, while providing detailed and factual evidences to support decision made

REFERENCES

Available upon request