Ola Omole

Operations Customer Expert @TP

Manchester, GB

Receive and review caseloads of claimants to assess eligibility and ensure compliance with Universal Credit benefit criteria.* Analyze claimant data to identify trends, inefficiencies, and areas for process improvement in the evidence review workflow.* Initiate the ID and Capital evidence review process by determining whether each case falls within the defined scope.* Utilize business modelling techniques to streamline case selection, ensuring that out-of-scope cases are promptly deselected to improve efficiency.* Develop a structured approach to managing complex claimant needs by scheduling warm-up calls with those identified as vulnerable or with notable health conditions.* Implement a user-friendly evidence request process, providing clear guidance to claimants and offering tailored support to vulnerable individuals to improve document submission rates.* Conduct telephone interviews with claimants to gather additional evidence, identify discrepancies, and verify reported circumstances.* Provide recommendations for reporting changes in circumstances to improve compliance and reduce errors in benefit assessments.* Document process gaps and propose solutions to enhance case management efficiency, including automation opportunities and workflow improvements.* Collaborate with stakeholders to hand over cases that cannot be treated due to lack of evidence, ensuring seamless communication and issue resolution.By leveraging data insights, refining workflows, and implementing business process improvements, I contribute to optimizing the claimant review process and enhancing overall service delivery