Damien Canning

Background

About Damien Canning

Damien has over 15 years experience working in Financial Services/Banking with a strong focus in setting high standards for customer service. Damien initially started working in Collections, followed by 5 years as a Conduct Risk Advisor and over 6 years in Customer Protection with current position as European Complaints Supervisor for a MiFID regulated global online brokerage firm. The main focus of his roles includes: Investigating and drafting responses to complaints received from customers and the Ombudsman. Assisting, training and supporting team members by providing advice and peer reviewing outcomes to ensure investigations are completed and customer centric outcomes are achieved first time. Assisting line manager in completing root cause analysis, writing procedures, and monthly reports for Senior Management. Strong product knowledge of all retail products including mortgages, asset finance, personal loans, credit cards, savings and current accounts. Strong understanding and knowledge of regulatory codes such as MiFID, CPC, CCMA and SME. Excellent written and verbal communication by writing responses to complaints, completing internal reports, writing procedures and liasing with key business areas to ensure the right outcome is achieved for the client and customer. A proficient ability to analyse data and investigate issues thoroughly and promptly to ensure the most appropriate and fair outcome is given to the customer. Strong stakeholder engagement with the Client, the Ombudsman, Legal, Compliance, Risk, Credit Risk, Operational Risk, Finance, Collections and Senior Management. This often involved working with key business areas to understand their processes. On occasion, it is necessary to provide feedback and guidance when processes needed to be changed or enhanced and/or to fix errors.