Experience

finova

• United Kingdom
• Software Development
• 200 - 300 Employee

• Business Analyst

  • Mar 2022 - Present



Masthaven Bank

• United Kingdom
• Banking
• 1 - 100 Employee

• Test Analyst

  • 2018 - Mar 2022

  Working as part of the IT team to identify testing strategies for change, development of test scenarios, data management and execution of tests to confirm the solution meets the requirements of the business. Key responsibilities include;• Key point of contact for testing activities with vendors which include DPR, Dock9, Target Blue-chip• Analyse the Business Requirement Document to create test plans, test scripts, traceability matrix and test scenarios• Checking quality release is in the UAT environment by performing smoke/validation tests on applications• Take part in Production releases with Change Implementation Team by conducting final quality checks on applications and processes• Act as Test Lead for UAT phase for the business testers and other testing resource• Work across the change and project lifecycle providing test support from Test Planning to Test Closure• Work in partnership with Project Manager/Business Analysts/Stakeholders to ensure the test strategy and approach are acceptable for the UAT phase• Provide handover of changes to the Production Support Team when new items are released into the Pre-Production and Production environment• Work alongside Production Support Team on current issues raised by the business and assist by retesting and providing evidence• Using applications Samanage, Elementool and JIRA to raise and keep track on the status of defects/bugs found in UAT and Production environment• Retest defect/bug fixes in UAT and Production environments• Train new starters on our internal systems and reporting• The first point of contact for any enquiries regarding UAT environment and testing for the business• Support the testing for any key business BAU tasks e.g. products repricing and introducing new rates for savings and mortgages

• Savings Specialist

  • Aug 2017 - Nov 2018

  I am part of the savings team that deliver excellent service through all contact channels with its customers: telephone, online, email, internet and post. I am also responsible for all operational servicing of customers including opening accounts for customers who do not go straight through the online application, reconciling payments, preparing manual fulfilment.Other responsibilities include : • To abide by all financial crime related policies, procedures and reporting obligations applicable to their job• Handling all telephone and written (letters, email, secure message,) enquiries from both prospective and existing customers• Ensure that every customer interaction has a positive outcome - making sure you do the right thing for our customers is key to our success.• Updating customer records with details of any contact from them• Reviewing applications which fail account opening checks and contacting customers for additional information where appropriate• Ensuring all savings activities follow the Bank’s policies and procedures• Undertake appropriate training to develop personal knowledge and skills on the main savings administration activities• Maintain and develop strong customer service relationships with savers• Identification of improvements and changes to the savings customer experience and administration processes



Metro Bank (UK)

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Service Representative

  • Dec 2014 - Aug 2017

  • Find solutions for customers and advising them on our services • Open accounts such as current and credit for new and existing customers • Open a range of savings accounts from instant access, young savers, fixed term, fixed term ISAs and instant access ISAs • Create switching opportunities for new customers to transfer their current banking to Metro Bank (current account, ISAs and credit card balance transfers) • Sign customers in to get access to their safety deposit box • Use CRM system to keep track of customer interactions • Make regular cash orders so there is enough money for the day to day running of the bank • Process payments such as faster/electronic, SWIFT, SEPA, and cheque deposit • Rectify any recs that come through by email from reconciliations team • Become a Money Zone prefect which is an event where employees go to key stage 2 classes and tell them more about banking, saving and budgeting • Balancing the ATM every week as well as filling it up with cash when needed • Get regular feedback via email from customers by receiving net promoter scores after account openings