Chris Wilson

>I am currently the Requirements Engineer for the migration to our in-house back office clearing and settlement solution (which processes the MasterCard IPM Clearing file format) >Clearing and settlement process automation >Charge-back handling process owner for Issuing >Stakeholder training of the new back office solution

>Project Managed one of the first MasterCard Pay pass projects for prepaid Mastercards >Sole creator responsible for the design and delivery of a prepaid MasterCard customer rewards scheme, which is fully automated and generating great results >I worked on numerous automation projects across the Card Issuing business lines >I was also the Incident Management process owner

>Setup an entirely new complaints department >Designed and delivered complaint handling training for all staff >Setup communication guidelines >Delivered reporting functions for Management Information >Investigation, reporting and resolution of new complaints

>Maximising sales opportunities to acheive challenging targets >Conducting live technical web demos of the archiving software suite >Direct sales >Day to day support for the Partner network

>A number of contracts with major UK banks >Conducting investigations and reviews of endowment complaints in line with relevant Financial Services Authority rules and guidelines. >Consistent top performer for quality and productivity. >Team Management. >Undertaking the workload with completeness, accuracy, thoroughness and timeliness >Dealing effectively with customers resolving issues both verbally and in writing >Providing investigation reports and final response letters >Conducting quality checks and giv

>Investigations and reviews of endowment complaints >Compiling investigation reports and final response letters >Calculating redress when applicable

>Problem solving and complaint handling over the telephone >Handling a high amount of call volume in a calm and professional manner >Identifying cross-sales opportunities

>Identifying sales opportunities in a target driven environment >Dealing with customers face to face and over the telephone >Cash Management