Vicki Hart Mclaren Dip Cii
About Vicki Hart Mclaren Dip Cii
Vicki Hart McLaren is a Senior Wealth Complaints Team Manager at HSBC, where she has worked since 2014. She has extensive experience in customer service and complaint management, having held various roles within the bank since 2006.
Current Role as Senior Wealth Complaints Team Manager
Vicki Hart Mclaren serves as the Senior Wealth Complaints Team Manager at HSBC, a position she has held since 2014. In this role, she manages a team across two locations, focusing on complaints related to Protection, Mortgages, endowments, and Investments. She ensures compliance with FCA principles of treating customers fairly and maintains effective relationships with the Financial Ombudsman Service. Her responsibilities include enhancing complaint handling processes by staying updated with technical changes and regulatory developments.
Previous Experience at HSBC
Vicki Hart Mclaren has extensive experience at HSBC, having worked in various roles since 2006. She began as a Cashier in Cosham/Fareham from 2006 to 2007. She then progressed to Customer Service Officer from 2007 to 2009, followed by a role as Complaints Officer from 2009 to 2011. Vicki served as Wealth Complaints Team Manager from 2011 to 2014 before assuming her current position. Her diverse roles have equipped her with a comprehensive understanding of customer service and complaint management.
Education and Professional Qualifications
Vicki Hart Mclaren studied at South Downs College, where she achieved a GNVQ in Leisure and Tourism from 1999 to 2001. She furthered her education by obtaining a Diploma in Regulated Financial Planning from the Chartered Insurance Institute (CII) between 2011 and 2014. Additionally, she completed the CeFA (Certificate for Financial Advisors) qualification through the IFS qualification program from 2012 to 2014. Her educational background supports her expertise in financial planning and customer service.
Skills in Complaint Management
In her current role, Vicki Hart Mclaren proactively reviews and anticipates changes in complaint volumes to ensure that capacity plans meet regulated time frames. She focuses on enhancing complaint handling processes and ensures her team is well-informed about regulatory developments. Her ability to manage complaints effectively contributes to maintaining high standards of customer service and compliance within the organization.