Experience

Pepper Advantage

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Quality Assurance Specialist

  • Mar 2020 - Present

• Senior Primary Servicing Specialist

  • Jul 2017 - Jul 2022

  • Day to day team management ensuring accurate and timely processing of mortgage administration as per processes and procedures resulting in positive customer outcomes • Interacting with customers, managers and colleagues• Mandate held allowing me to make decisions at a higher level on term expiry cases, transfer of equity, part sale, second charges, I create referrals to Directors for anything outside of policy or outside of my mandate • Deal with the incoming complaints, approve refunds and deal with manager queries • Complete team meeting agenda’s ensuring we cover and deliver key aspects and important communications accurately to all team members• Help to deliver project objectives, reviewing letters, processes• Complete daily reports and update spreadsheets to ensure monthly MI is up to date and accurate and assisting with due diligence when required• Deputise in the absence of our Team Manager, to meet business objectives ensuring queues remain within SLA agreements and day to day delivery is completed• I coach the team on processes and deliver training to ensure any gaps in the training matrix are being worked on, mentoring when required and providing support. Also reviewing and amending processes within the team • Ensure the team are compliant with completing all regulated training by set deadlines • Update the team training matrix and created the daily huddle sheet, which is used to report team queues volumes, performance etc Show less

• Primary Servicing Specialist

  • Sep 2015 - Jul 2017

  As a Specialist I delivered accurate and timely processing of mortgage administration activities including General Administration, Contract Variations, completed partial release of land cases, assessed cases for consent to 2nd charge and MCOB as well as being one of 3 people who carry out scripted calls for MCOBI daily interacted with customers and other associated third parties, accurately processed data onto our I.T systems and ensure that workloads are processed efficiently and effectively in accordance with agreed SLA’s, policies and procedure I created and submitted referrals to line Manager for all requests outside mandateAssisted with monthly performance reporting for consents to 2nd charges and daily team reporting, ensuring spreadsheets were completedAnalysed problems and made effective decisions in the appropriate timescale showing the ability to turn ill-defined opportunities and problems into clear strategic paths as well as looking at processes and highlight development opportunities, and risk elements such as implementing the use of check sheets to prevent further risksI daily demonstrated a good understanding of regulatory requirements and the impact these have on the business and carried these out in my day to day roleI possess excellent analytical and abstract reasoning skills, plus excellent organization skills, this is evidenced in my assessments and my daily workload managementI daily adhered to company compliance procedures and standards for my role Show less



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Redemptions Team Flow Leader

  • Feb 2014 - May 2015

  Lloyds Banking Group – Redemption Deputising Team Leader – 02/2014 - presentCurrently deputising as flow leader and playing a lead role within Redemptions team tasked with supporting and daily management of the team; involves 50% management 50% work flowBeing the flow leader I am supporting my team manager and team members, completing case management and process reviews to prevent risks, data analysis, handing complex queries and complaintsPlanning daily work activities and forecasting to ensure SLA’s are met; load balancingManaging people and promoting their development and encouraging involvement with projectsSystem training for new business systems CAMMS, PEGA, MMR updatesLiaising and engaging with Stakeholders daily to report MI Communicating updates and providing feedback within the team and across the areaProducing and reporting daily and monthly Management information, team productivity, quality checking & 1-2-1 write ups Co-ordinating and actively managing project work including process reviews and evaluation; involved in implementation of new systems and processes and tasksFacilitate team meetingsHighly cross trained within the team completing all Redemptions tasks, customer service and administrationCross trained within the department therefore working across teams to provide supportCovering Management Information for Cheque Banking team and Ground rent team in the absence of Team LeaderLiaise with Operational Excellence and implement changes as well as cascade relevant communication to the team and higher level communication to managers and stakeholders Show less

• Customer Services Agent

  • Apr 2011 - May 2015

  Completing in house management course and personal development plan in place Daily and monthly Management informationMI analysis, Forecasting & Data analysisDaily team management & distribute daily workloadsProductivity, Quality checking & 1-2-1 write ups Project work Facilitate team meetingsSupporting team leader and team manager, handing complex queries and complaintsCommunicating updates and providing feedbackHighly cross trained within the team therefore complete all Redemptions tasks, customer service and administrationCross trained within the department therefore working across teams to provide supportCover MI for Cheque Banking team Liaise with Operational Excellence and implement changes as well as cascade to team Show less

• Operational Training Consultant

  • May 2010 - Apr 2011

  Training Needs Analysis engaging with stakeholdersLiaising with managers, flow leaders, coaches, peersDesigning & Delivering training to new and existing colleagues on and offsiteDelivering training sessions for peersTravelling off site to deliver systems training Statutory training & inductions (an introduction to LBG, Data protection, Fraud & Anti-Money Laundering, Diversity in the work place etc)HR - Working closely with Reed to recruit candidates and getting them through induction week assessing their skills and experience, and competence to complete rolesManaging 12+ delegates Co-ordinating training Project work Room bookingsOrganising and communicating learning eventsSupporting Learning events on and off siteEvaluationFacilitating team meetings, minute takingRaising awareness of learning availability on site Show less

• Customer Service Agent

  • Nov 2006 - May 2010

  Account analysis Reconciliation using the system Autorek - completing journals using the system OracleRedemption process - Account redemptions, shortfalls, redemption statements Cheque bankingConsents to 2nd charges Building Service QuestionnairesRegistering 2nd chargesAccount managementInbound and outbound calls to Solicitors, 2nd and 3rd partiesI work with Microsoft, produce reports as data preparation and deal with queries and complaintsTraining individuals on team tasks as well as write ups of processes and proceduresProject work - The Dome completing risk assessment on tasks completed within Redemptions Weekly communications on area issuesCharity team fund raising Show less



BHS

• United Kingdom
• Retail
• 700 & Above Employee

• Sales Assistant

  • Nov 2000 - Jan 2001

  Working for British Homes Stores temporarily over the Christmas period as a store associate I was trained on till operation, working the Customer service desk dealing with complaints and returns, the shop floor, the store room, pricing, changing area and close down. Working for British Homes Stores temporarily over the Christmas period as a store associate I was trained on till operation, working the Customer service desk dealing with complaints and returns, the shop floor, the store room, pricing, changing area and close down.



West Park Primary School

• Teaching Assistant - voluntary work

  • Jul 1999 - Jan 2001

  with children from 4 - 5 years of age being responsible for a group of children assisting them in everyday educational activities including colouring, numeracy, language and games. with children from 4 - 5 years of age being responsible for a group of children assisting them in everyday educational activities including colouring, numeracy, language and games.



Midland Bank

• Banking
• 1 - 100 Employee

• Trainee

  • Jul 1998 - Jul 1998

  Customer Services * Lending & Administration * Control Services * Data preparation * Foreign Currency Office * Customer Control Customer Services * Lending & Administration * Control Services * Data preparation * Foreign Currency Office * Customer Control