Experience

Capita Remediation Services

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Remediaton Case Handler

  • Dec 2020 - Present

  I problem solve, investigate and analyse to get to the heart of the issue. I thrive on investigative work; tracking down information, asking the right questions, knowing where to look and collating everything I have found to gain insights that can be used to make decisions. I problem solve, investigate and analyse to get to the heart of the issue. I thrive on investigative work; tracking down information, asking the right questions, knowing where to look and collating everything I have found to gain insights that can be used to make decisions.



Explored options

• Canada
• Non-profit Organizations

• Took Time Out

  • Aug 2019 - Nov 2020

  Following an extremely successful career in Bancassurance for nearly 30 years I took the opportunity of redundancy from Nationwide. I thoroughly enjoyed my time at Nationwide and had the pleasure of working with a lot of great individuals. I decided to take some time out from a challenging job to spend time at home with my children and husband and have loved every minute, despite Covid. Following an extremely successful career in Bancassurance for nearly 30 years I took the opportunity of redundancy from Nationwide. I thoroughly enjoyed my time at Nationwide and had the pleasure of working with a lot of great individuals. I decided to take some time out from a challenging job to spend time at home with my children and husband and have loved every minute, despite Covid.



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Deputy Regional Director, Financial Planning

  • Apr 2014 - Aug 2019

  To lead on continuously reviewing customer experience to look for ways to improve the service provided through analysis of end to end journeys/investment and handover/experience between channels. To deepen & strengthen member relationships through leading the Social Investment Plan in the Region and positively contributing to the local community. To successfully & consistently deliver key priorities & performance at a Regional level through a multi-channel proposition whilst identifying & developing opportunities to increase revenue, productivity and service improvement for members. To manage performance and consistent delivery of fair customer outcomes, as a first and second line supervisor. To apply proactive and pragmatic risk management to identify and mitigate risk up front or in a timely manner. Utilise appropriate risk management methods to ensure adherence to the framework. Ability to identify, prioritise and plan tasks and to allocate resources effectively. To create a supportive environment where my team can work with their consultants to protect members. Complaint management at Senior level to customer satisfaction. Project work around Customer Contact Exercise and PS13/1. Lead for member service agenda to develop, implement, identify and promote the opportunities for cross channel and digital optimisation, using this to deliver great member outcomes. Show less

• Area Manager

  • Apr 2006 - Apr 2014

  Leading a team of Financial Advisers across a large geographical area, Supervision of Mortgage and Financial Consultants, Strong ability to coach, train, motivate & inspire. Strong use of management information to recognise success and drive service improvements in the team. Proactively manage the resource and Consultant capacity to meet member demand. Inspire the team to proactively retain and deepen relationships with the member at the heart of all we do.

• Senior Financial Consultant

  • Jun 1995 - Apr 2006

  Ability to assess a wide range of customer personal situation needs & use of judgement to identify and propose solutions to best meet their needs. To build long term relationships with clients and potential clients. Maintain competence and authorisation to trade in regulated products. In depth knowledge of all regulatory, compliance and audit controls.

• Financial Sales Consultant

  • Apr 1993 - Jun 1995

  Natural ability to build relationships with colleagues and members alike. Consistent delivery of mortgage completions with Protection & Home Insurance, whilst maintaining a strong risk scorecard in line with company objectives. Responsibility to know and act upon the FCA Treating Customers Fairly principles and other regulatory and legislative requirements for my role. To maintain competence and authorisation to trade in regulated products.

• Customer Service Representative

  • May 1990 - Apr 1993

  To identify and meet a varied range of customer requirements, resolving queries and problems. to meet customer service and compliance standards including TCF principles. Maintain the required level of relevant knowledge and skills to meet member needs. Responsibility and management of balancing cash till daily and bandage officer duties for the entire branch cash flow.