Elizabeth Elphick
About Elizabeth Elphick
Elizabeth Elphick serves as the Customer Outcomes Manager at Legal & General Home Finance, where she manages the complaints process and ensures compliance with FCA regulations. With a background in customer service and team leadership, she has held various roles at The West Brom and Egg prior to her current position.
Current Role at Legal & General
Elizabeth Elphick serves as the Customer Outcomes Manager at Legal & General Home Finance since 2017. In this role, she manages the complaints processes, ensuring compliance with Financial Conduct Authority (FCA) regulations. She oversees the development and performance of teams responsible for handling complaints and suspicious activity reporting. Additionally, she is responsible for the customer’s end-to-end journey, ensuring fair and timely management of complaints.
Previous Experience at The West Brom
Elizabeth Elphick held multiple roles at The West Brom from 2008 to 2017. She began as a Customer Service Team Manager at Egg from 2005 to 2008 before transitioning to The West Brom. Her positions included Team Leader from 2008 to 2013, Senior Customer Relations Officer from 2014 to 2017, and Learning and Development Specialist from 2013 to 2014. Each role contributed to her expertise in customer relations and team management.
Education at University of Wolverhampton
Elizabeth Elphick studied at the University of Wolverhampton. The educational background provided her with foundational knowledge and skills that have contributed to her career in customer service and management roles.
Responsibilities in Risk Management
In her current position, Elizabeth Elphick collaborates with stakeholders to effectively embed risk management and internal control practices within Legal & General Home Finance. She conducts proactive and reactive monitoring to identify potential customer detriment or product and process failures, ensuring that the organization adheres to its risk management framework.
Performance Reporting and Oversight
Elizabeth Elphick reports on performance against objectives to the Legal & General Home Finance Executive Committee and the wider risk management framework. She ensures that the business has the necessary tools and training for effective distribution oversight, suspicious activity reporting, and complaints processes.