Experience

Ocean Finance

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Mortgage Advisor

  • Jan 2018 - Present

  • Undertaking fact finds with clients, to establish their current position and what they are looking to achieve from secured finance.• Analysing client’s credit files and discussing these during the fact find to enable me to provide the most suitable recommendation to the client whilst also educating customers about their credit files to help them in the future.• Consistently hitting and exceeding weekly sales and yearly completion targets.• Sourcing 1st and 2nd charge mortgage products from a panel of lenders based on the customer’s credit files and preferences, ensuring lenders approached are suitable for the client’s needs.• Dealing with customers in difficult financial positions, excellent communication skills required to ensure these customers feel comfortable when discussing this and reassuring them with the options we will have available to them.• Adhering to strict FCA, TCF and mortgage advice guidelines, failure to do so could result in the business being fined as well as the reputational impact.• Excellent organisational skills required to deal with multiple applications at once and ensure the process is a smooth one for the client.• Once a suitable product is sourced undertake sales call to the client. Outlining the specific product that is being recommended, the benefits of this to the client and also how they can look potentially look to further refinance this in the future. • Dealing directly with lenders to ensure criteria is being met and anything out of criteria is referred so the recommendation to the client is the best available. • Once recommendation is made undertaking in depth written rationale to show why the product is suitable and affordable for the clients, whilst outlining the benefits to the clients not just now but in line with their future plans.



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Business Lending Advisor

  • Oct 2015 - Jan 2018

  • Contacting and undertaking annual lending reviews for SME businesses, as well as identifying potential further lending opportunities also recognising vulnerable customers and ensuring they receive the support they require.• Communication, decision making skills and attention to detail are essential as any result of failure could impact me, the Bank and the customer. Personally achieving 100% both internal and eternal audit scores.• Promotion and education of the Banks products and services to ensure the customer is receiving the best possible service from the Bank especially in regards to digital adoption. • Releasing of security held by the Bank and the undertaking of high value payment referrals, proactively contacting customers to ensure payments are genuine and in line with the Banks policy. • Deputy Manager for the team, providing a constant referral point for all staff within the department also undertaking management duties in absence of the team manager including call coaching, feedback sessions, management meetings and resource allocation.

• Customer Support Manager

  • Oct 2014 - Oct 2015

  • Referral Manager for 100 telephony trained staff on bereavement services within in the Bank. Providing constant support, up skilling and feedback to improve knowledge of staff.• Vast telephony experience allowing me to take ownership of more complex cases from start to end ensuring the customer is constantly updated and the optimum conclusion is reached whilst adhering to strict Bank policies and FCA regulations.• Integral part of an off site project, responsible for 15 new staff for 14 week which included the quality checking of work, training on processes whilst feeding back to both management and staff on both telephony and processing. Resulted in a 100% sign off.



Royal Bank of Scotland

• Banking
• 1 - 100 Employee

• Customer Service Advisor / Deputy Team Manager / Quality Management

  • Aug 2010 - Aug 2014

  • Managerial duties included: reporting daily figures to senior management, allocation of resource, ensuring staff work to set targets in line with strict SLA’s, conducting team huddles to set expectations and communicate any updates.• Providing real time feedback to management and staff highlighting areas for improvement and to maintain high levels of customer service.• Consistently demonstrated high quality work and strong attention to detail, resulting in achieving 100% in both accuracy and productivity for the year 2012. • Collaborating with overseas department using range of communication techniques resulting in an increase from 75% to 95% accuracy rating. • Recommendations presented to management for process changes, driven by trend and MI data to create a better customer service.



Mecure Last Drop Village

• United Kingdom
• Hospitality

• Bar Supervisor

  • Mar 2007 - Sep 2010