Mortgage Broker

• Mar 2021 - Present

Affinity Group, founded in 2012, is an independent mortgage and protection brokerage based in Southend-on-Sea, Essex. Being based in Kent I support our clients south of the river. Our team is more than 20-strong and counting. We are a friendly and approachable bunch of likeminded professionals and our clients are front of mind in everything we do! You can see what our clients have to say over on Trustpilot… 👉 https://uk.trustpilot.com/review/www.affinity-mortgages.co.uk We specialise in: • Residential and commercial mortgages • Home insurance • Life insurance, critical illness cover, and income protection • Wills and Trusts • Business and shareholder protection • Bridging loans and specialist finance We cover the whole of the UK and we offer finance for home purchase around the globe! If there is anything I can help you with, please don’t hesitate to drop me a message 📩 or give me a call on 07969 121890📞☎️

Remediation Manager

• Sep 2018 - Mar 2021

Leading on a range of regulatory and customer remediation projects, designing treatments, communication strategies, 3rd party engagement, cost management, sourcing legal advice on product design/T&C's etc, arranging payment of redress & compensation, tracking encashment rates and customer communication success with 3rd parties. Leading on a range of regulatory and customer remediation projects, designing treatments, communication strategies, 3rd party engagement, cost management, sourcing legal advice on product design/T&C's etc, arranging payment of redress & compensation, tracking encashment rates and customer communication success with 3rd parties.

Manager, Retail Customer & Credit Operations - Ireland

• Apr 2013 - Mar 2021

- Operational Management of E2E Fixed Charged Receivership Process, actively managing c.600 properties, disposing 250+ via Auction with c.€25m in proceeds and 100+ Private Treaty sales reeping sale proceeeds of c.€15m+- Oversight of all Retail Operations Audits; Central Bank of Ireland, LBG Group Audit, Outcome Testing & CiFD reviews- Performance oversight of 20+ suppliers incl. receivers, litigation & conveyancing solicitors, deeds management, valuers, property management and internal mortgage servicing- Responsibility for Asset Manager’s performance, handling complex repossession cases with c.75 properties taken into possession, resulting sale proceeds of €12m+- Management of the E2E legal process from Solicitors instruction, Demand, Affidavit and Court stages through to executing the Order for Possession. Achieved 40% of Order for Possessions in Ireland in 2013 vs. only a 7% market share of mortgages- Responsibility for Retail Credit Operations Ireland Risk reporting, including accountability of control environment- Accountable for the oversight of Pentland Mortgage Servicing, with c.70 service levels in place to ensure all processes are within agreed standards- Accountable for the validating supplier’s Critical Service Levels (CSL’s), ensuring performance is accurately reported- Responsible for the implementation of 50+ small operational changes to improve the BAU processes and systems- Accountable for the performance of Global Non-Core Ireland’s Retail Credit Sanctioning team, ensuring turn around times are kept within internal service levels to minimize the wait period for customers- Responsibility for the operational process implementation of the Personal Insolvency legislation across Global Non-Core Ireland; building the process around the legislative 70day period and performance oversight of our Personal Insolvency Service Provider

Product Owner (Customer Journey Transformation)

• Jun 2017 - Sep 2017

Leadership secondment role in a new Digital Customer Journey Transformation Project for Credit Operations, changing the way we engage our Customers, support them on their Journey with LBG and provide them with tailored solutions that Customers actually want.

Retail Credit Operations Performance Support Manager (Ireland)

• Jun 2012 - Apr 2013

- Operational Performance Oversight of Lloyds Banking Groups largest 3rd party; ensuring performance is monitored on a weekly/monthly basis and is inline with expectation.- Reporting performance metrics back to the Critical Service Level owners in UK Mortgage Credit Risk- Conducting 3rd party audits on Solicitors, Fixed Charged Receivers and Pentland Mortgage Servicing- Relationship Management of all Global Non-Core Ireland's Retail suppliers, ensuring any operational issues are raised and effects of such issues reporting to the relevant stakeholders (process, systenms, service levels)

Retail Credit Support / Analyst

• Feb 2011 - Jun 2012

- Sanctioning of Credit Recommendations made by 3rd party suppliers; incl. approving/declining customer forbearance requests for term extension, moratorium, interest only, shortfall settlements, write offs etc- Reporting of performance to LBG Mortgage Credit Risk- Management of the Arrears Support Unit's Appeals Board process, administering the E2E process- Relationship Management between 3rd party supplier in Ireland who submit Credit Recommendations for customers forbearance- Chair of various monthly meetings incl. €2m+ Forum, Legal Forum, Operational Performance, PreLegal Forum- Management of the auction process for Asset Finance. Selling c.700 cars equal to €4.5m including high end motor vehicles

Personal Sales Manager

• Feb 2010 - Feb 2011

- Selling all types of Retail Consumer products; Current Accounts, Added Value Accounts, Home Buildings & Contents Insurance, Fraud Protection, Instant Access Savings, ISAs, Term Deposits and Loans- Referrals for Life Insurance, Critical Illness Cover, Wealth Management- Top100 Personal Bankers in the UK- Top100 Regulated Referrals in the UK- Mentoring of new starts to the Branches

Collections Team Manager

• May 2008 - Feb 2010

- Responsibility for the performance of 22 Telephony Collections Agents- Accountable for monitoring performance i.e. CMS Avaya, APR report etc- Call quality monitoring across all agents each month (5 per agent)- Management of absence, performance, lateness, sickness, coaching, development etc- Oversight of LEAN improvements to department to reduce costs, FTE etc

Telephony Collections Agent

• Dec 2007 - May 2008