Alexandra Rimmer

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Alexandra Rimmer

Adjudicator
Wirral, UK
FCA AUTHORISATIONS AND COMPLIANCE: Obtain an FCA authorisation and start your financial, insurance or investment business in the UK or Europe. Call 07833 684449 or contact us here.
RECRUITMENT OF COMPLIANCE PROFESSIONALS: Let us handle the recruitment of your in-house compliance professionals. Our current fee is only £250. Call 07833 684449 or contact us here.

Alexandra Rimmer

17 Carey Avenue, Higher Bebington, Wirral, Merseyside, CH63 8LU

07718972774 • alex.rimmer90@live.co.uk

Personal statement

An enthusiastic, ambitious and focused client services professional within the financial services sector. A highly motivated, organised and efficient individual with a thorough and precise approach to project management and process implementation. Extensive experience in pressurised client facing roles within regulated industries maintaining a professional, balanced approach at all times.

Key Skills

·       Experienced claims handler (general & specialised insurance & banking including pensions & investments) with comprehensive end to end complaint resolution

·       Over 8 years’ experience working in a regulated position

·       Ability to work to and implement guidelines set by the relevant regulatory bodies with good knowledge of GDPR & AML practises

·       Excellent communication skills, both written and verbal

·       Working to strict deadlines and KPIs

·       Maintaining bespoke CRM systems and proficiency in all areas of Microsoft Office

·       Team player with quality control experience, though ability to work with minimal direction

Employment History 

Adjudicator – Managed Operations, Financial Ombudsman Service (Reed), Canary Wharf (Working from home – Wirral)

(Jan 2016 – Present)

Achievements and responsibilities:

·       Adjudication and resolution of complex insurance complaints compliant with current  and historic law and regulations, regulators rules (FCA, GISC, ABI etc.) and codes of practice, including the consideration of predecessor schemes and industry practice at the relevant time. Alternative dispute resolution (ADR), complying with DISP rules and regulations

·       Resolution of jurisdiction and liability disputes including territorial dispute and agency relationship (broker and third party) cases

·       End to end complaint resolution for specialised insurance products, pensions and investments

·       Broad experience and knowledge of general and specialised pensions products including personal and group personal & self-invested personal pensions (SIPPs), stake holder pensions & retirement annuity contacts. Defined benefit & defined contribution schemes, National Employment Savings Trust (NEST), executive plans (EPPs) & small self-administered schemes (SSASs).

·       Money in & out limits & pensions transfers complaints

·       Broad experience and knowledge of investment products including whole of life policies, endowment policies & structured (capital guaranteed & at risk), shares, bonds, unit trusts, investment wrappers & National savings. Knowledge on unregulated investment and index schemes

·       Suitability assessments of advised & non-advised sales

·       Financial difficulty cases including arrears and possession order cases

·       High value settlement cases

PPI Case Handler & Team Leader Lloyds Banking Group (Huntswood Financial Services), Chester

(Feb 2013 – Jan 2016)

Achievements and responsibilities:

Team Leader PPI

·       Interim team manager for customer service teams of 12-18 case handlers ensuring high quality output and team morale

·       Monitoring and managing team performance ensuring quality and productivity whilst working within set SLA’s

·       Time sheet, MI, payroll and attendance management

·       Holding weekly one to one performance reviews

·       Delivering training and support to new and existing colleagues with regards to systems

·       & process implementation

·       Validating the quality & production of colleagues work output (QC) End to end complaint resolution (PPI & PBA) for Blue Chip financial institutions, managing a large work load whilst maintaining the highest quality and correct outcome for all stakeholders

Case Handler PPI/PBA

·       End to end complaint handling including data gather, review, remediation and redress

·       Wide range of product experience including mortgage, card and loan PPI and packaged bank accounts

·       Assisting senior management with remediation cohort creation-8 month secondment

·       Fast & efficient adaptation to, as well as extensive experience of various processes and work streams & systems

Customer Services Agent, Transglobal Express Ltd, Wirral

(Feb 2011 – Feb 2013)

Achievements and responsibilities:

·       Complaint resolution for UK & worldwide clients-client facing

·       Freight/transport insurance sales and insurance complaint resolution

·       Key account management for major clients including UPS, DHL and Parcel Force

·       Managing incoming phone calls and mail including administration of inbound enquiries

·       Finance, security & logistics responsibility for freight transactions both UK and worldwide

·       CRM & database management

·       Systems modelling & implementation

·       Dealing with various banking and payments systems including security checking and fraud prevention

·       Processing high value transactions

 

Front Desk Receptionist, Racquet Club Boutique Hotel, Liverpool City Centre

(Feb 2010 – Feb 2011)

Achievements and responsibilities:

·       Maintaining CRM and online booking systems, database systems management

·       Answering incoming calls, liaising with clients and suppliers

·       Typing all necessary documents and correspondence as required including invoice generation & validation

·       Cash & cheque handling, verification of card transactions and general banking duties

Education & Professional Qualifications

CII (Chartered Insurance Institute)

(ongoing)

I am currently preparing to sit my R01 exam (Financial services, regulation and ethics) as part of my ongoing self-learning.

The University of Sheffield

(2008 –2010)

Criminology & Social Policy (BA Hons)

Wirral Grammar School for Girls

(2001 –2008)

A Levels: grade A Fine art, grade B Psychology, grade B Religious & philosophy Studies

AS Levels: English Literature & Critical thinking

10 GCSEs: grade A*-C including Maths & English

Hobbies & Interests

I enjoy keeping fit, gardening, travelling and cooking. I am also currently studying for the R01 exam.

References

References are available upon request.

 

RECRUITMENT OF COMPLIANCE PROFESSIONALS: Let us handle the recruitment of your in-house compliance professionals. Our current fee is only £250. Call 07833 684449 or contact us here.
FCA AUTHORISATIONS AND COMPLIANCE: Obtain an FCA authorisation and start your financial, insurance or investment business in the UK or Europe. Call 07833 684449 or contact us here.

  • Updated 6 months ago

To contact this candidate email alex.rimmer90@live.co.uk or call 07718972774

Resume/CV file(s)