Femi Cole

In this role I handle complaints between consumers and financial businesses. I deliver fair and impartial outcomes based on the evidence provided. I have successfully been promoted three times in under 2 years reaching the highest grade in my role, as I am able to learn quickly, share knowledge and make a positive impact on the organisation. My attention to detail and work ethic is evident through the two promotions I received in less than two years. As well as my day job, resolving disputes between financial institutions and consumers, whilst applying the relevant rules and regulations, I’m responsible for: • Implementing better practise for SME businesses and financial institutions identifying and initiating change while introducing new working practice. • Improving how the organisation corresponds with SME businesses internally, setting best practise throughout the organisation resolving any issues raised. • Identifying internal trends and issues by analysing reports in order to improve internal practises • Working with external stakeholders, educating them on our approach to prevent delays and ensure compliance with new alternative dispute resolutions (ADR) rules. • FCA compliance internally and externally ensuring rules and regulations are being followed at all times.

• Understand and implement DISP rules, ICOBs and MCOBs to resolve the most complex and sensitive cases. • Coach and mentor colleagues, providing expert knowledge of the rules and how this needs to implemented in everyday work. • Quality assurance checks across parts of the organisation to ensure a consistent approach – providing feedback where necessary. • Analyse complaints data to identify trends and issues. Report findings with solutions to senior managers.

• Develop a thorough understanding of insurance and consumer credit including credit cards, mortgages, loans and hire purchases. • Performing in an intellectually challenging and demand led environment by meeting set targets. • Ensuring compliance with existing insurance regulation as per Insurance Conduct of Business Sourcebook (ICOBS). • Carrying out assessments communication with customers via phone, letters and email complying with the Financial Ombudsman tone and approach.