SESSION INFO

City Suite 1

1405 – 1435

HSBC

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PRESENTER INFO

Colleen Barker

Lead Customer Service Business Partner

An experienced Customer Service Leader, currently working in Customer Service for HSBC UK Retail Bank and Wealth Management. My role involves understanding complaints and service recovery, as well as root cause analysis and customer insight. I work with teams across HSBC UK to deliver initiatives and interventions which make our customers lives easier every day. Prior experience includes being a Mortgage Product Manager for the HSBC Interest Only portfolio. The focus being on understanding what's important to our customers, delivering service improvements within the end to end mortgage process from an upfront sales perspective, but also for the lifetime of the mortgage.

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