Phil Howe

Experience

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  Barclays Corporate Banking

  Jan 1989 - Jan 1993

  Head of Securities
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  Barclays Bank PLC

  Nov 1993 - Jun 2011

  Recoveries Manager

  Debt Recovery Unit (DRU); Managed a portfolio of 65-70 Corporate customers, with a total exposure of c.£25m, in a professional, smooth and timely manner. Analysed and evaluated complex cases of impaired debt, setting and implementing appropriate strategies to maximise recovery/minimise loss in the most cost effective way. Achieved by:Creating and implementing innovative solutions, often by “thinking outside the box”. Where possible, aim to turn around business in order to maintain profitable relationships for the Bank Negotiating win/win solutions, through regular telephone conversations and/or face to face meetings with customers or their advisors, often in difficult circumstancesDeveloping and maintaining excellent relationships with panel professionals, including Solicitors, Property Agents, Accountants and Insolvency Practitioners, acting as a principal point of contact to some firms. Acted as Performance Manager, to share knowledge, coach & support a number of Recovery Officers, to maximise their performance. Included sanctioning cases outside their discretion Resolved complaints in line with Bank's guidelinesRan a portfolio of often long-running, defended litigation cases, in liaison with the Bank's Legal team, to negotiate out of court settlements, thereby minimizing costs. Established and implemented a pilot scheme on behalf of the Bank's Home Finance department, relating to Buy To Let mortgages in Arrears, and appointing LPA Receivers as necessary, Managed a Customer Survey for the Recoveries business, analysed results & identified areas for improvement. Facilitated focus group meetings to draw up & implement an action plan that resulted in enhanced levels of customer serviceContinued with self-development and learning at all timesTeam Leader, DRU; Initial point of reference for team of 8 case handlers, whilst maintaining personal control of own portfolio. Supported and deputised for Team Manager, by monitoring and controlling workflow of team. Show less

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  Financial Ombudsman Service

  Sept 2011 - Jul 2012

  Adjudicator

  Responsible for resolving a portfolio of 30-40 individuals’ disputes with financial institutions, mainly relating to mortgages and loans. Investigating and assessing all relevant information, to come to a balanced and impartial conclusion. Negotiating settlement offers where appropriate, and communicating findings to both sides in writing and verbally. Achieved by:• Providing excellent levels of customers service throughout process, winning a number of awards • Establishing and maintaining professional relationships with consumers and businesses alike• Escalating complaints to Ombudsman for final decision in timely manner, when necessary• Monitoring and ensuring team closes all cases within target time-frame Show less

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  HSBC

  Aug 2012 - Jun 2013

  Senior Redress Officer / Sales Quality Manager

  Sales Quality ManagerQuality review of sales of investment, protection and mortgage products. Key activities:• reviewing and assessment of sales through customer telephone contact• collating and recording of assessment outcome and sale suitability, providing feedback to Advisers/Sales Managers, as appropriate Acted as part of a Business Review team, calculating redress due to customers who had been mis-sold various investment products intended to fund Care Home fees. Produced offer letters to customer or their representative. Also included Quality Assessment by reviewing similar cases of team peers.Helped team to achieve target and complete project slightly ahead of schedule. Show less

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  Handelsbanken

  Jul 2013 - now

  Account Manager Support

  Experienced Account Support Manager with a demonstrated history of working in the banking industry. Skilled in Recoveries, Management, Financial Risk, Business Relationship Management, and Risk Management. Providing world class service to all new and existing customers of Handelsbanken, with a view to building long-term relationships. Responsible for: opening accounts (including completing all KYC, Due Diligence & AML checks); producing facility letters and all security documentation required for lending facilities following credit approval through to drawdown; instructing professionals and liaising with solicitors and valuers to ensure the bank's position is fully protected at all times; effectively acting as Office Manager. Show less