Experience

Masthaven Bank

• United Kingdom
• Banking
• 1 - 100 Employee

• Customer Service and Financial Support Agent

  • Jul 2021 - Present

  Key Responsibilities - End-to-end mortgage redemptions - producing redemption statements, ensuring anti-money laundering guidelines met, applying payments and closing accounts - Delivering high quality customer service to existing mortgage and bridging customers, over the phone, by email or by post - Delivering tailored support to customers experiencing financial difficulty - Providing help and guidance to vulnerable customers - Engaging with other bank departments (e.g. savings and finance), completing tasks to ensure the successful wind-down of the bank - Working with third party solicitors in relation to charge releases and technical charge queries - Back office administrational support (e.g. statement production, arrears letter compilation) Achievements - In the first two weeks of my career, played an active part in a company-wide Zoom meeting giving examples of how communication between our departments can help us manage our customer accounts more effectively - Produced 93% of all the bank's redemption statements sent out in one month, with a 100% accuracy rate - Prided myself by responding to 100% of customer queries within SLA for the duration of employment - Part of the successful team who won the Mortgage Finance Gazette 2022 award for Best Debt and Arrears Management Strategy - Delivered a range of critical data analysis tasks highly important for the Project Genesis migration