Experience

UKAR formerly Bradford and Bngley Building Society
• Improvement Coach
• Credit Controller

  • Dec 2005 - Sep 2007

  • Effectively handle customer calls, operating within agreed mandate levels and policy, to ensure own performance targets are met.• To process payments and negotiate a combination of monetary or non-monetary arrangements.• Successfully achieve the right solution on calls for both the customer and company by a fair evaluation using industry tools to assist with repayment of the debt.• Constant communication with third party contacts.• Provide excellent service by accurately completing tasks in accordance with departmental procedures.• Work closely with other administrators and operational colleagues to support the Debt Management Operation to deliver results and maintain service levels. Show less

• Customer Service

  • 2002 - Dec 2005

  • Take full ownership of the customer enquiry and liaise effectively with operational colleagues to ensure customer queries are dealt with promptly and accurately so that every customer receives an appropriate outcome.• Follow existing processes & procedures including call guides.• Record call outcomes on all relevant systems.• Identify, handle and record complaints in line with existing policies and procedures.• Use relevant systems and processes to hand off tasks to appropriate areas.• Work as a member of the team, assisting colleagues when required.• Identify opportunities for personal growth and development. Show less

• Administrator

  • 2001 - Feb 2002

  • Responsible for looking into policies to try and work out why payments had not been accepted and then follow the correct procedure to remove the items from suspense.• Contacted third parties by telephone, fax or letter to clarify any queries that arise.• General Clerical duties.

• Conversion

  • Sep 1999 - Mar 2001

  • I monitored the mail and ensured that it was delivered to the correct departments.• Amended and errors that appeard on customer’s accounts and files.• Investigated customer’s who had two ID numbers.• Ensured any information that was not required was removed from customer’s details.• Added markers on to the customer’s account.• Ensured all customer’s received relevant information regarding the conversation.