Experience

firstmortgage.co.uk

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Development Manager

  • Apr 2021 - Present

• Senior Mortgage and Protection Adviser

  • Oct 2017 - Apr 2021

  First Mortgage are one of the UK’s longest established mortgage advisory firms and have been providing free impartial mortgage advice for over a quarter of a century. We have branches accross Scotland, providing local access for our clients and allowing us to forge strong local relationships for our new build partners. We are now expanding our mortgage advice services to cover the whole of the UK and continuing to develop our presence in the new build sector through our customer focused service. Unlike many others we have continued to grow through the economic down turn, our growth credited to the fact that our success rates in securing mortgages for clients is second to none.



Next Home Estate Agents

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Mortgage and Protection Adviser

  • May 2017 - Oct 2017



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Area Quality and Development Manager, Mortgages, Specialist Banking

  • Feb 2015 - May 2017

  Recent regulatory changes in response to the Mortgage Market Review (MMR) have significantly changed the way we interact with our customers and do the right thing for them. Our customers are at the heart of our business and we are continually aiming for ways to serve our customers better.As Area Quality & Development Manager I was responsible for a team of in excess of 10 Mortgage Adviser's Training and Competence activity. I undertook coaching, development & training of Mortgage Advisers to ensure compliance with the bank's Training & Competence scheme to ensure we are meeting the FCA's MCOB requirements & TCF Standards.I continued to manage our people to help them take ownership for and achieve all their key performance indicators via regular structured performance reviews, actions plans and follow up and support.

• Area Manager

  • Sep 2014 - Feb 2015

  As Area Mortgage Manager, I was responsible for providing an excellent face to face mortgage proposition, bringing a world class customer experience to our customers in remote areas of our country. I recruited and developed a team of high achieving mortgage advisers across a large geographical area in the North of Scotland, skilled in remote management and effective leadership, I supported and managed all team members to achieve their key performance objectives and build a successful team.I demonstrated excellent communication and collaboration skills with both internal and external stakeholders and formed meaningful and lasting relationships. Structural changes lead to my role changing to Area Quality & Development Manager.

• Area Development Manager

  • Oct 2013 - Sep 2014

  I was responsible for a team of new to role Mortgage Adviser's Training and Competence activity. I undertook coaching, development & training of Mortgage Advisers to ensure compliance with the bank's Training & Competence scheme to ensure we are meeting the FCA's MCOB requirements & TCF Standards.I am skilled at the design, delivery and implementation of solutions and training cascades via a number of methods such as classroom based, small groups, one to one, audio and webinar. I worked across a variety of locations across the UK delivering training and following up with branch visits. I coached and mentored our new to role mortgage advisers until they were deemed competent and achieved Competent Adviser Status.

• Mortgage Adviser CeMAP

  • May 2010 - Oct 2013

  I helped customers to understand their mortgage needs, form deep and meaningful relationships and advise and inform customers on the products and services that could benefit them. This role is regulated to provide a full Advice & Recommendation service through the ongoing assessment of competence. I hold a full Certificate of Mortgage Advice and Practice level 3 and Certified Adviser Status.I exceeded all my Key Performance Indicators, delivering in 2012 an excess of £20 million new lending, achieving the highest customer satisfaction score in the region of 94% while maintains a low risk green score.

• Customer Adviser

  • May 2005 - May 2010

  I was responsible for delivering an outstanding customer experience in every interaction with customers, involving deep and meaningful customer relationships and proactively identifying and meeting customer needs. I identified opportunities to grow, acquire and retain our customer base through the Bank's products and services, thus creating increased customer value.I am a highly motivated person who can work as effectively in either a single adviser site or as part of a large team. This is evidenced by achieving 148% of my income objective in 2008 in a single Adviser site and 138% of my income objective in 2009 in a large multi Adviser site.

• Customer Service Officer

  • Dec 2002 - May 2005



AA Components

• United Kingdom
• Wholesale

• Invoice Clerk

  • Aug 2000 - Dec 2002