1. Dylan McCrone
mccroned@hotmail.co.uk
07926673963
Having worked within the financial services industry for the past five years I have extensive experience in the payment
protection insurance field. Most recently I have worked as a process specialist and previously as a complaint handler/quality
control officer, investigating and redressing cases of varying complexity, ensuring they have been completed to a high
standard.
CAREER TO DATE
Process Specialist
CLYDESALE BANK – November 2016 to Present
This new role was created by the bank to provide expert support to individual employees and teams who address customer
complaints. As part of this expert role, I’ve been providing specialist support and guidance on investigations processes. More
specifically, I have worked collaboratively with team members and team leaders to ensure time and quality expectations are
met and ensure the focus on customer outcomes is always a priority.
A large part of my role focuses on active floor support for complaint handlers, providing query resolutions, and ensuring the
correct implementation of the newly-introduced process maps and procedures. An important part of the support I provide
includes working alongside team leaders and other stakeholders such as outcome testers and management/enterprise
assurance to align best practice guidance and ensure a clear and unified message is delivered to those working on the floor,
helping team leaders improve quality and consistency amongst staff.
I’ve also worked closely with the design teams, providing guidance on the writing and updating procedures/process maps.
Once these improvements had been approved by the relevant management within the operation, I’d provide further support
by designing briefing packs, highlighting changes to the wider business.
Other examples of improving and influencing processes include analysing outcome testing and management/enterprise
assurance fails and prescribing resolutions. If deciding that a case was a fail and there was a possible detriment to the
customer, I would liaise with operations to determine where failings had occurred. If I deem that the case should not be
failed and is suitable for an appeal, a case would then be built to explain the decision and presented to management.
In addition to providing further ad-hoc support to the wider business using centralised inboxes to capture generic queries, I
have also guided our third-party sites in developing and aligning their procedures with ours through conference calls,
meetings and workshops, to drive consistency between the various branches of our operation.
Another key aspect of my role has been attending case clinics; regular meetings with operational managers, policy teams
and other process specialists. These daily forums provide an opportunity for case handlers from across the business to
escalate more complex queries and receive on-the-spot resolutions. Once the forum has resolved the case, learnings and
process ‘gaps’ are identified, for which I then take ownership, liaising with relevant teams to communicate these resolutions
and provide further support where necessary.
Complaint Handler
CLYDESDALE BANK - October 2013 to October 2016
My main responsibility was the timely and accurate investigation of customer PPI complaints, reviewing complaint
correspondence and determining the main aspects of each complaint including liaising with the relevant team if any missing
information was identified.
Once all appropriate information had been gathered I would then have decided based on the information in the file, from
customer testimony and from other relevant data such as specific product details and the historic process of selling and
marketing. This was always conducted in adherence to company policies and procedures, with deviations noted and raised
accordingly in order to better inform future processes and to highlight potential issues that may have had to be proactively
and retrospectively addressed. Another integral part of my role was contacting customers both in writing and over the phone,
in order to obtain relevant testimony to build an accurate account of the complaint and in order to allow me to come to a fair
and informed decision.
In instances where there was vague or conflicting evidence present, I would have based the decision on the individual
circumstances of the complaint, factoring in the impact on the customer, the relevant company policies, and the overall
plausibility of the evidence. I would also have calculated the degree of redress due to the customer, based on the complete
file and factoring in any mitigating circumstances, such as missed payments, insurance claims made, or debt arrangements
that might have been in place. Once this calculation was made, I was then responsible for relaying the decision to the
customer with response letters, tailored to the specifics of the complaint and in line with current company guidelines.

2. In May 2015 as a part of an interdepartmental initiative and in recognition of my consistency and accuracy, I was seconded
to our quality control team for six months. The main aspect of that role was assessing the accuracy and compliance of files
passed to the team and sharing my findings with the file's complaint handler in a clear and constructive manner. This
primarily involved reiterating best practice and company policy with the individual concerned and coaching them through
their individual challenges.
I also took this opportunity to highlight with team leaders, any recurrent or common errors in files as part of the quality
control process, either with individuals or department-wide. These, along with more specific concerns, were often addressed
with an updated training policy that would be utilised to improve quality amongst staff, both new and existing, whilst always
ensuring that the process resulted in a fair outcome for the customer.
Following success in this role in which I was recognised for my skill and process knowledge, I was seconded to a coaching
position, working alongside new members of the team, helping them transition into their new role from other areas in the
business. This involved in-depth floor support, working one-on-one to facilitate successful accreditation in their new job.
Customer Associate
CLYDESDALE BANK - August 2011 to October 2013
During this time, I worked within the PPI team, progressing through three different roles. Initially, I worked within the
administration team, logging all incoming complaints, inputting details onto our systems, ensuring all relevant data was
captured accurately for subsequent teams to utilise. I also dealt with customer queries relating to ongoing complaints, both in
writing and over the phone. I would aim to resolve any issues in a clear and concise and timely manner for our customers,
ensuring a high quality of service.
I also worked within the data-gathering team to prepare files for our complaint handlers, collating all necessary data from our
systems to ensure that they receive a workable and comprehensive file to ensure the outcome for the customer was fair and
correct. If any issues were identified, I would correct these upon request alongside any ad-hoc requests that were deemed
necessary by complaint handlers. All throughout I ensured that my files were of a high standard and compliant to our
processes and policies to maintain good quality rates.
Finally, I worked within the payments team to process and deliver redress payments to our customers upon resolution of
their complaints. This required a high level of concentration to ensure no errors were made which could potentially impact
both the customer and the business, through loss of money due to incorrect inputs or poor customer service.
SKILL SET
• Strong-minded & decisive; uses initiative to develop effective solutions to problems
• Uses initiative; self-sufficient
• Active and dynamic approach to work, and gets results
• Highly attentive to detail; assures quality of work and demonstrates accuracy
• Excellent planning, time management and organisational capabilities
• Remains calm in face of challenge; thrives under pressure
• Seeks and finds outcomes to tasks, through both individual and team work; target-driven and results-orientated
• Identifies and develops opportunities; innovates and shares best practice
• An excellent collaborator and communicator, with great inter-personal skills leadership and high integrity
EDUCATION
TRINITY HIGH SCHOOL - Renfrew 2004 to 2010
Higher English – A
Higher Human Biology - A
Higher Computing - B
Higher Modern Studies - B
Higher Chemistry - C
Intermediate 2 Maths - A