Karen Howlin QFA

Experience

• 

  Bank of Ireland

  Mar 1989 - Nov 1998

  • Trade Finance Dept, International Banking Administrator

    Jan 1996 - Nov 1998

  • International Remittances, International Banking Administrator

    Jun 1992 - Dec 1995

  • Credit Department Area East Administrator

    Oct 1991 - May 1992

  • Wicklow Town Branch Bank Assistant

    Mar 1989 - Sept 1991
• 

  ABN AMRO Bank N.V.

  Nov 1998 - Aug 2003

  • Treasury Back Office Supervisor

    Sept 2000 - Aug 2003

  • Trade Finance Administrator

    Nov 1998 - Aug 2000
• 

  BNY Mellon

  Sept 2003 - Dec 2004

  Pricing Unit Supervisor Market Data

  • Led a team of 5 and priced shares, bonds and securities for daily, weekly and monthly investment funds

• 

  ABN AMRO Bank N.V.

  Jan 2005 - Jun 2008

  Team Leader Trade Finance

  • Led a team of 6 and handled documentary collections and letters of credit for small, medium and large business customers involved in importing and exporting goods and services.• Monitored and improved operational workflows and daily procedures.

• 

  EBS d.a.c.

  Jul 2008 - Feb 2014

  Team Leader Operations

  • Co-led the EBS Customer Contact Centre with direct responsibility for 7/16 staff members who handled customer phone calls in relation to loans, savings and insurance products. Maintained an excellent working relationship with internal and external stakeholders. Handled escalation calls from concerned customers• Co-led a team of 12 with responsibility for the administration of over 100k EBS loans. Ensured timely delivery of service in accordance with SLAs and regulatory guidelines. Reviewed work output and the quality of tasks completed. Identified staff development needs through one to one discussions. Planned job rotation and cross training. • Submitted monthly service delivery reports on volumes completed and performance achieved.• Provided administration support to Project Managers on various enhancements to the Loan Book system Show less

• 

  AIB

  Mar 2014 - Oct 2017

  Team Leader Home Mortgages

  • Led a team of 8 providing administration support on 70k Home, Life and Payment Protection Insurance policies for EBS customers. Ensured daily and monthly controls were adhered to. • Reviewed the quality of work generated and identified opportunities for training and development. Coached and mentored staff and encouraged personal and educational growth. Generated and implemented process improvement ideas that enhanced the customer experience. • Led a team of 7 people responsible for running and working Home Mortgage reports and reconciling sundry/suspense accounts within agreed SLAs. Show less

• 

  The Financial Services and Pensions Ombudsman

  Oct 2018 - now

  Executive Officer

  • Complete initial assessment of complaint files to ensure the conduct complained of falls within the jurisdiction of the FSPO i.e., the FSPO Act 2017 and can be examined by the Office• Issue initial position letters to complainants following the assessment process setting out the position of the FSPO in terms of jurisdiction• Collaborate with team members and senior management to openly discuss complex complaints and decide on file progression • Assist Clerical Officers with complaint registration issues such as; documents to be requested from Complainants and Providers, explaining how specific financial services operate, identifying correct financial service providers and agree file progression • Communicate with Complainants and financial service providers in a clear, concise and efficient manner via email, letter and telephone• Monitor personal workload and complete complaint assessment within the agreed KPI's• Engage in cross-directorate events and workshops• Attend and contribute to internal training sessions by discussing interesting and complex complaint files and the approach taken to determine the jurisdiction of the FSPO Show less