1. ALISON JANE CULLINGHAM
Manningtree
Essex, CO11 1DS
E-mail: acullingham@hotmail.com
Tel: 07803 702969
PERSONAL PROFILE
I am an experienced and confident manager with extensive experience in a variety of roles within the
Financial Services Industry. I have also undertaken numerous complaint handling roles, including Credit
Cards, Bank Accounts, Insurance, Mortgages and Interest Rate Derivatives. My key skills centre upon
managing teams and workflow whilst maintaining SLAs and so providing outstanding customer service.
I am hardworking, conscientious, responsible and pro-active. I pride myself on being approachable and
flexible in everything I undertake.
CAREER HISTORY
November 2016 – current date (Fixed term contract)
Metro Bank – Mortgage Pre-offer Officer.
Returned to Metro Bank to undertake a 6 month fixed term contract within the Pre-offer Team.
 Passed the acknowledgement training and accreditation process.
 During the training highlighted several system issues and questioned some aspects of the published
procedures.
June 2016 – August 2016 (Temporary Contract)
Brooklands Pensions Trustees Limited (in administration)/ Alexander Lloyd/ Duff and Phelphs
(administrators). Complaint Handler.
Dealing with complaints related to, Self-Invested Personal Pension (SIPP’s), Qualifying Recognised
Overseas Pension Scheme (QROPS) and Small Self-Administered Scheme (SSAS).
 Made substantial reductions to the backlog of complaints, some of which date back to 2014.
 Forged and developed working relationships with FOS (Financial Ombudsman Service) and POS
(Pensions Ombudsman Service).
 Undertook various winding up activities on behalf of the Administrators.
March 2015 – June 2016 (Rolling temporary contract)
Metro Bank: Mortgage Completions Officer
Temporaryrole to assist with the completion of mortgages in a rapidlyexpanding department.
Asked to extend contract for several months to provide coaching and training for another team within
the organisation.
 Liaised with Underwriters, helpdesk, drawdowns and other departments and brokers to ensure the
timelycompletion of mortgage applications.
 Dealt with problem and special cases and oversaw their passage through to completion.
 Ensured that all compliance checks and processes were followed prior to mortgage completion.
January 2015 – March 2015:
Aegon Direct Marketing Services
File Reviewer – PBR Customer Response Unit – ComplexTeam.

2. I had been approached by former colleagues to join this new project on a fixed term to implement the
recommendations in then recent full review by the Financial Conduct Authority (formerly the Financial
Services Authority) to review accidental death plan policies sold since the late 1990s.
 Achieved excellent quality assurance results and, in particular, in areas of customer service and
relations.
 Demonstrated understanding and tact when dealing with elderlyor vulnerable customers both on the
telephone and in writing.
February 2014 – December 2014
Capita Mortgage Services (formerly Crown Mortgage Management)
Compliance Assistant/Complaint Handler
Employed to deal with complex mortgage complaints from a varietyof sources, including mortgagors and
their solicitors.Investigated suspicions of breaches of the Data Protection Act 1998 and Proceeds of Crime
Act 2002.
 Approached by the Human Resources Department for this role due to my extensive experience and
expertise.
 Despitemy thenlimitedmortgagebackground,I was dealingwithcomplex and sensitive cases within a
week of joining the companyand achieved excellent qualityscores.
February 2013 – October 2013
KPMG/Lloyds Banking Group
Case Handler (6 month initial contract extended by a further two months)
Provided operational support to the redress and review team during a past business review of Interest Rate
Derivatives/Interest Rate Hedging products by collating data from various sources in order to create a
comprehensive case file.
 Demonstrated high levels of accuracyand detail in trades of several million pounds.
 Utilised strong communication skills (both written and verbal) in order to elicit keyinformation from a
variety of sources, including internal departments and Relationship Managers.
 Developed an understanding of complex products and the associated processes.
 Usedmy extensive knowledgeofFinancial Servicestoidentifycomplaintsrelatingtocomplaintsrelating
to other products such as share-dealing and pensions, including SIPPs, and referred them to the
relevant pension team to investigate.
 Whilst working as part of a team, managed my own workload meeting both quality targets and
stretching production requirements.
July 2012 – February 2013
Financial Ombudsman Service
Adjudicator
As Payment ProtectionInsurance(“PPI”) Adjudicator,I was requiredto investigate the factualbackgroundof
around 100 cases and then independentlyadjudicate on such complaints.
 Completedtheaccreditationprocessforthe service ahead of all other adjudicators on the same intake.
 Demonstrated strong communication skills in both correspondence and telephone contact.
 Displayed tact and professionalism when dealing with aggrieved consumers and disappointed
businesses.
April 2012 – June 2012
RBS Group
Complaint Handler (3 month contract)

3. Employedon a fixedterm contractthroughaleadingrecruitmentagencyto deal with credit card complaints
raised bycustomers across a number of leading brands.
 Achieved and often exceeded all productivity targets and quality standards despite receiving minimal
training.
 Used myextensive knowledge of the UK credit card business to contribute to the substantial reduction
of the backlog of complaints prior to a visit bythe FSA.
November 2011 – March 2012
Deloittes/Lloyds Banking Group
PPI Complaint Claims Handler
Employed as a contractor working on a major project for a high street bank resolving complaints of a mis-
selling of Payment Protection Insurance on a range of products.
 Conductingathoroughinvestigationintoeachcomplaintwhilstmaintaininganindependentapproachso
as to ensure a fair outcome for both the business and the customer.
 Balancing the financial concerns of the business with the need to treat each customer fairly.
 Consistent achievement of challenging targets and qualitystandards.
1997 – 2011
HSBC plc
Customer Resolutions Manager: 2009 – 2011
Secondedtothis rolewith a remitto improveservicelevels withina busyCredit Cardcomplaintsdepartment
comprising 46 staff employed to resolve customer complaints in a timely and comprehensive manner by
telephone, letter or e-mail.
 Successfully migrated the department to alternative location in the UK and provided both “hands on”
and classroom training for several months whilst maintaining service levels and “business as usual”
activities.
 Achieved a “satisfactory” audit rating for all areas of operational risk and observance of all then current
bank and regulatoryFSAcompliance requirements.
 Progressed3 staff disciplinaryhearingstotheir conclusionwhilst displaying tact and professionalism in
difficult circumstances.
 Point of referral for all queries raised via global Internet banking.
 Entrusted with responsibility for good working relationships with the team in India and maintenance of
qualityservice to meet corporate standards.
2008 – 2009
Settlements and Reconciliations Manager
Managedateam of 17 staff with overallresponsibilityfor all monetaryitems passed through 73 Head Office
accounts.
 Demonstratedaccuracyandgoodnumeracyskills in a high risk area, reducing financial losses year on
year by 50%. Eachmonthapproximately18milliontransactionspassedthroughtheaccounts with a net
value of £250,000,000.
 Accredited as a qualified interviewer for HSBC and conducted numerous interviews for both external
recruitment and internal promotions.
 RepresentedtheBank in the Communityby taking part in career days and mock interviews for the Sixth
Form in the local grammar school.
 InstrumentalinarrangingBusinessRecoveryPlan(ContingencyPlanning)walk through and scenarios.

4. 2007 – 2008
Collection Manager
Managed and developed a team of 13 staff dealing with Collections related complaints.
2006 – 2007
Collections Quality Assurance Officer
Dealing with matters referred by the Financial Ombudsman as cases for investigation as well as letters of
complaint received at the Chairman’s Office.
2004 – 2006
Customer Relations Officer
Preparedthe Bank’sresponsesto casesreceivedbythe FinancialOmbudsmanServiceandcomposedfinal
responses within the strict guidelines set bythe FSA.
2001 – 2004
Collections Supervisor
Managed a team of telephone collection agents to secure repayment of customers’ debts.
1997 – 2001
Telephone Collector
Negotiated recoveryof overdue payments.
1983 – 1993
Lloyds Bank plc
Gained an extensive knowledge of branch procedure and held several positions, including Chief Cashier,
Securities Clerk and Lending Officer.
PERSONAL DEVELOPMENT
 Accredited Fire Marshall
 Foundation Management Course
 Data Protection Course
 Understanding of Proceeds of Crime Act 2002 and BriberyAct 2010
 Credit Awareness
SECONDARY EDUCATION
BCS Level 2 Certificate in IT User Skills (ECDL Extra)
Computer Foundation Skills Course
2 ‘A’ Levels
11 ‘O’ Levels