• Apr 2022 - Present

Fully qualified Mortgage, Protection and Equity Release Advisor

• Apr 2021 - Apr 2022

• May 2019 - Apr 2021

Through a combination of passion for what we do, a desire to innovate and our ambition to define the future of the offshore advice industry, Skybound exists to guide you through the important decisions required today, to ensure you benefit from the freedom of tomorrow.

• Nov 2015 - May 2019

Mortgage Administrator

• Jul 2014 - Oct 2015

Temporary Administrative Assistant

• May 2014 - Jul 2014

Paralegal

• Jun 2013 - Jan 2014

• Jul 2010 - Jun 2013

Administration role, checking incoming Will applications, recording the new details onto the system and maintaining those recordsWorking closely with Irwin Mitchell solicitors, who prepare the Wills, processing cancellations and refunds where necessary, keeping people informed of the progress of their applications, liaising with branches and customersHandling internal and external customer queries regarding the Will Writing and Executorship and Estate Administration ServicesInvestigating weekly MI figures relating to the HSBC/Irwin Mitchell Service Level Agreements and compiling any service issues for discussion in the monthly meetings which I also attendedAssisting Irwin Mitchell with their address project by acting as a point of contact, occasionally delegating lists for completion and taking responsibility for the return of finished listsSuccessfully completed Team Leader Training (six week programme) and Conducting Performance Conversations workshop Show less

• Sep 2008 - Jul 2010

Telephone based role, taking initial notification of customer deaths, recording relevant details and advising bereaved families of the procedure for closing the accounts and the process of applying for a Grant of Probate / Letters of Administration, if requiredAnswering queries regarding the closure of deceased customer accounts, the HSBC Will Writing Service and the Executorship and Estate Administration ServiceLiaising with other teams globally to ensure consistent and quality customer service deliveredSubmitted a number of “Idea of the Month” suggestions, some of which were implemented Show less

Complaints Assistant

• Mar 2007 - Sep 2008

Customer Service Representative

• Sep 2003 - Jan 2007

Answering client queries and issuing policy information on request Point of contact for the team, providing advice and help to other teams across the company Involved in cross-site meetings to discuss and agree procedures for completing different tasks in preparation for offshoring Dealing with complaint cases, including Senior Management Complaints, by liaising with other departments across the company and with external customers to resolve the issues raised Responsible for the audit and allocation of complaint cases within my team, and for providing feedback to other areas off the back of such cases Delivering training to new starters and existing team members in groups of between one and three Completed numerous in-house training sessions and gained accreditation to deliver telephone skills and advanced telephone skills training, including how to handle complaint calls effectively.- delivered around 10 of these sessions to groups of between five and 15 persons Won numerous awards including several “Star of the Month” awards through nominations from other members of my team, and a number of “VIP” awards through points gained from good customer feedback and telephone usage Show less

Trainee Accountant

• Oct 2002 - Apr 2003