Experience

Broadbench

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Mortgage Broker

  • Sep 2022 - Present



John Charcol - Independent Mortgage Expertise

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Independent mortgage broker

  • Oct 2021 - Oct 2022



Oakwood IMC

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Mortgage Specialist

  • Aug 2020 - Oct 2021

• Trainee Mortgage & Protection Specialist at Oakwood IMC

  • Aug 2019 - Aug 2020



The London Institute of Banking & Finance

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Studying towards my Equity Release

  • Jul 2019 - Jan 2020



Loan.co.uk

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Mortgage Consultant

  • Feb 2019 - Jul 2019



Mortgage Intelligence UK

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Business Assurance

  • Jan 2018 - Feb 2019

  • Check cases to ensure that customers are treated fairly and that documentation meets FCA and Mortgage Intelligence Holdings’ requirements and ensure a positive customer culture.• Assessment of Mortgage, general insurance and protection cases against regulatory and in-house standards ensuring a positive customer outcome. • Increase standards of record keeping, and documentation. (GDPR) • Provide feedback to all advisers regarding cases checked ensuring that positive relationships are both built and maintained ensuring efficient and fair outcome for customers. • Provide feedback to field staff to ensure consistency for continuous monitoring.• Reporting results of assessments and monitoring responses.• Analysis of results to identify trends, areas of development and potential risks.



Barclaycard

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Associate

  • May 2017 - Jan 2018

  • Working in line with Barclay's values (Respect, Integrity, Service, Excellence and Stewardship) and in line with the FCA, PRA, DPA regulations.• Problem solving and being a proactive thinker and abilities to thrive in a fast paced, ever changing environment.• Handling complex scenarios/complaints.• Excellent communication skills and creating rapport with customers.• Logging complaints, escalations and raising risk events (Administrative duties)• Call Quality Scores 90% + • Working in line with Barclay's values (Respect, Integrity, Service, Excellence and Stewardship) and in line with the FCA, PRA, DPA regulations.• Problem solving and being a proactive thinker and abilities to thrive in a fast paced, ever changing environment.• Handling complex scenarios/complaints.• Excellent communication skills and creating rapport with customers.• Logging complaints, escalations and raising risk events (Administrative duties)• Call Quality Scores 90% +



iSupply (Business & Energy Solutions) Ltd

• Renewable Energy Semiconductor Manufacturing
• 1 - 100 Employee

• Customer Service Advisor

  • Dec 2016 - May 2017

  Providing first line support for customers – both on email and on the phone.• Creating rapport with customers, ensuring an open, honest and transparent service is maintained.• Ensuring that all data protection and confidentiality requirements are adhered to.• First line handling of complaints. (Supported by Escalations Team)• Undertaking delegated tasks by Customer Services Team Leader.• Maintaining ongoing targets and KPIs (Key Performance Indicator)• TrustPilot Champion.• Call Quality Scores 90%+



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Multi Skilled Case Owner,

  • Jun 2016 - Dec 2016

  • Assessing and validating documentation.• Assessing risks on documents.• Outbound/Inbound calls.• Handling complex scenarios and resolving complaints.• Complying with regulations.• Assisting colleagues with complex queries on a daily basis, PRIDE rep.• Call Quality Scores 90%+ • Assessing and validating documentation.• Assessing risks on documents.• Outbound/Inbound calls.• Handling complex scenarios and resolving complaints.• Complying with regulations.• Assisting colleagues with complex queries on a daily basis, PRIDE rep.• Call Quality Scores 90%+



The Mortgage Works (TMW)

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Pre Underwrite Case Owner

  • Sep 2015 - Jun 2016

  • Assessing and validating documentation.• Assessing risks on documents.• Outbound/Inbound calls.• Complying with regulations, also taking on other roles within the business such as updates calls. and assisted completions team leading up to Stamp Duty.• Call Quality scores 90%+ • Assessing and validating documentation.• Assessing risks on documents.• Outbound/Inbound calls.• Complying with regulations, also taking on other roles within the business such as updates calls. and assisted completions team leading up to Stamp Duty.• Call Quality scores 90%+