Experience

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  MPowered Mortgages

  • United Kingdom
  • Financial Services
  • 1 - 100 Employee

  • Broker Support Team Manager

    • Jan 2022 - Present

    •Providing line management, supervision, and appraisal to broker support staff•Ensuring regular team meetings are held and staff are informed about updates in policy and procedures as well as the organisation’s strategic goals•Ensuring that all staff receive appropriate induction, training, and development opportunities.•Performance management including monitoring service levels of team and taking action to address any performance issues.•Ensuring staff are empowered to take responsibility and to work in a way that is imaginative and responsive to the needs of customers.•Facilitating and encourage effective customer participation, consultation, and feedback within the service.•Ensuring that staff adhere to all policies and procedures.•Carrying out regular audits of broker support service provision.

  • Broker Support Officer (Mortgages)

    • Sep 2021 - Jan 2022

    •Supporting and developing relationships with introducers to the buy to let and residential division (specifically clubs and networks) to support delivery of new business targets and customer service SLA’s•Speaking to our intermediaries and handling new business enquiries, including criteria and case submission queries.•Assisting broker partners with any aspect of broker registration, case submission requirements and support/guidance on using our broker portal•Ensuring that the CRM system is kept up to date, accurately recording the discussions/activities.•Identify sales opportunities for referral to an appropriate sales team member as appropriate.•Ensure knowledge of current mortgage market trends, news and competitive environment is kept up to date, in order to identify sales opportunities and highlight our USPs.

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  HSBC

  • Universal Banker/Senior Customer Services Supervisor

    • Dec 2011 - Dec 2019

    Key Responsibilities:● Act as primary point of contact for clients and assisting them with all aspects of their financial needs relating to mortgage, personal account opening, unsecured lending, and general insurance products● Proactively develop client relationships, anticipate and provide solutions to client needs, whilst managing the accounts of corporate customers● Enhance the banks revenue by up-selling banking products; consistently exceed KPI’s and objectives, relating to new business generation, customer retention and product selling ● Assess the risk profile, suitability and appropriateness of clients when marketing products and services ● Ensure all regulatory requirements and controls are adhered to including Treating Customers Fairly, Know Your Customer, and Anti Money Laundering principles and requirements● Demonstrable knowledge of common and recurring types of fraud with a full awareness of the current trends and themes currently affecting banking● Lead the customer service/sales team through a variety of motivational and analytical techniques, promote strong customer journey● Serve as deputy manager, act as a point-of-contact for any complex enquiries; ensure effective referrals are made and work with less experienced members of staff, including new entrants to develop initial skillsKey Achievements:● Continually assess the operational risks associated with the role and inherent in the business by conducting Customer Due Diligence reviews; considering Sanctions and Anti-Money Laundering policies before making payments or transfers, or account opening; take account of changing economic/market conditions, legal and regulatory requirements, operating practices and procedures, management restructurings and the impact of new technology● Demonstrate an in-depth knowledge of credit/risk management to process personal lending applications

  • Business Specialst

    • Dec 2010 - Dec 2011

    Key Responsibilities:● Worked with a variety of SME’s to gain an understanding of their financial needs● Conducted regular business reviews; ensured all customers had appropriate support to meet their business needs; analysed business accounts P&L and balance sheets ● Played a role in enhancing banks revenue by making referrals to commercial managers where customers have other business needs● Maintained competitive knowledge to create and adjust financial strategies● Provided regular and structured reports on performance to senior managementKey Achievements:● Used an in-depth knowledge of credit and risk management to review/undertake business lending applications for all types of small/medium enterprises● Provided additional training on how to review cash flow forecasts, business plans, balance sheets and audited accounts, to confirm affordability and ensure lending was appropriate for the business needs

  • Customer Services Officer

    • Sep 2004 - Dec 2010

    Assisted in delivery of the branch retail plan by ensuring the needs of all customers are met, and to ensure opportunities are maximised.Accredited by the bank, to process mortgage quotes, and decisions in principle. This is giving the customer factual information regarding HSBC’s various mortgage products, at the same time being mindful and compliant by not recommending or advising the customer.

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  Coutts

  • London, United Kingdom

  • Account Management Officer

    • Sep 2002 - Sep 2004
    • London, United Kingdom

    As an Account Management Officer I assisted with the day to day maintenance and inquiries for the accounts of high net worth clients. The role involved, processing regular payments, also processing internal and external transfers. Later roles included the collating of management information from the teams indexing work that was scanned into the work flow. The data then had to be sorted and analysed and presented to senior management using Business Objects and Microsoft Excel.