Channa Mallawaratchi

Experience

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  Barclays

  Apr 2002 - Feb 2008

  Underwriter / Customer Relations / Customer Service

  Customer Advisor taking calls I would be responsible for taking customers through security checks and making payments, setting up standing orders, dealing with queries and complaints. I contributed towards the call centre target for meeting its SLA for answering calls within a certain time. We would also be a first level of response on complains and where necessary, would log a complaint on to customer relations team. Overdraft requests would be taken on by us and we would process the credit score for the customer - where necessary, this would then be referred to the Current account Underwriting team for review. During my career, I also worked within current account Underwriting where we would assess the eligibility for customer's having increased or new overdrafts. I also worked within the Customer Relations department where we would be responsible for handling complaints. During 2007, the news that customers would be able to get money back from their bank charges created a very difficult challenge for us which we took on for the entire Woolwich Openplan customer base. This involved responding to calls from customers who rang in. In addition to this we would respond to all the email and written complaints. A case file would be opened on a 'Respond' logging system, and followed up to conclusion. The more cases we were able to resolve, the better this would be to protect the banks reputation. Show less

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  Lloyds Banking Group

  Apr 2008 - Jul 2013

  HR Assistant

  Working in Pre-employment vetting. I was responsible for creating contracts and sending these out. Also completed reference chases for new applicants. Our key aim was to make sure all references are back within a set SLA In 2010 I moved to a HR Telephony Assistant Providing updates to candidates and hiring managers within LBG. Solving problems with pay queries, missing contracts and managing or escalating complaints where appropriate.We would contribute towards our overall team SLA in relation to the calls that come in, making sure that a certain percentage are answered within a reasonable time. This was according to our stakeholder needs. . Show less

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  Linklaters

  Jul 2013 - Sept 2014

  HR Assistant

  HR shared service support for Linklaters staff globally. The People Services team provide administrative and telephone support to the film also. Our team process requests which include references, benefit requests, payroll queries, and general HR queries. These are processed within an agreed service level to ensure that the firm operate in an efficient way in which it can continue to deliver to its clients. Part of the People Services role is to liase with stakeholders in local HR, management, and senior positions within the firm to troubleshoot problems and ensure that all queries and tasks are completed in a timely manner. To do this, we must build and maintain strong relationships within the firm. In this role, I focus on excellent customer service to internal and external customers, accuracy of work. Awareness of risk and information security to Linklaters is paramount. Show less

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  Towergate Insurance

  Sept 2014 - Jan 2019

  I work within the liability team within Towergate Underwriting Liability and Construction team. Our team provides administrative support for the Underwriters. We assist in processing renewals and also new business. Our stake holders are brokers who are the intermediary for the insured. We provide email and telephone support. I am also always looking to help to improve the way that the team runs day to day tasks. Working with operational management to help make changes that will make Towergate become more proficient. Show less

  • Assistant Underwriter

    Aug 2015 - Jan 2019

  • Administrator

    Sept 2014 - Jul 2015
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  Arch Insurance (UK) Limited

  Jan 2019 - now

  This role carries on from my Assistant role. I am working on commercial property owners and combined products. Working on Renewals to decide what premium to charge to a customer and what terms are to be applied. This mitigation of risk is something which is key to each policy that is worked on. I form a key role in helping to onboard people. Being a point of contact for new starters and someone to learn from in customer service and also insurance key skills aspects. In addition to my day to day work, I'm a Mental Health First Aider providing support to other colleagues in the business. My accreditation is recognised Nationwide. Show less This involves working with commercial products processing and underwriting Tradesman, Commercial property owners and Residential property owner risks. We would be responsible for managing expectations of our brokers who in turn would service our insured client. Our goal is to work smartly and efficiently to drive the COR of the company to a best possible position. To do this, we must underwrite and assess risk involved and balance this against the product appetite of Arch. This is done with adhering to my current authority. Any referrals that have to be made would be ones which go to senior Underwriters or the Portfolio Underwriting manager. So it's important to have strong relationships with colleagues to be able to maintain excellent Underwriting decisions. Customer service to our broker is also a very important part of my role which I perform to the highest standards. Renewals and subs demand is our main workflow but we would also be involved in ad-hoc duties which include assisting our other colleague within our division. An example of this would be helping our accounts team to chase up current debt by utilising the broker / Underwriter relationship. I am also a Mental Health First Aider within the companyWorking in specialised Insurance for today's challenges and tomorrow's opportunities Show less

  • Underwriter

    Jan 2023 - now

  • Assistant Underwriter

    Jan 2019 - Apr 2023