Agnes Strum

Experienced financial and administrative professional with a strong background in financial services, government administration and customer service. Experienced in processing and reviewing financial information, managing casework, checking records and handling confidential personal and financial data within regulated environments. Strong attention to detail with the ability to follow detailed procedures, identify discrepancies, prioritise workloads and meet deadlines.

Confident communicating financial and administrative information clearly and professionally with customers, colleagues and external professionals. Experienced in working with sensitive information and maintaining accurate, up-to-date records. Organised, reliable and calm under pressure, with a strong commitment to providing a professional and accurate service.

Mortgage Administrator - The Mortgage Works (Nationwide) - Bournemouth

(2022-10)

• Manage mortgage accounts and provide accurate technical administration within a regulated financial services environment.
• Process financial information, payments, refunds and account-related requests accurately and in accordance with established procedures.
• Review, check and examine information held on customer accounts to ensure that cases are processed correctly and appropriate actions are taken.
• Identify discrepancies, missing information and issues within cases and take appropriate action to resolve them or escalate where required.
• Maintain accurate and up-to-date customer and case records using internal systems.
• Handle confidential personal and financial information in accordance with data protection requirements and company policies.
• Communicate clearly with customers, solicitors and internal departments by telephone and email to provide information, resolve queries and progress cases.
• Explain financial and administrative information clearly and professionally to customers and other stakeholders.
• Manage a varied workload, prioritising urgent and time-sensitive cases while working to strict deadlines and service requirements.
• Work collaboratively with Finance and other internal teams to resolve financial and administrative issues.
• Apply detailed procedures and regulatory requirements consistently when processing customer cases.
• Maintain a high level of accuracy when working with financial information, calculations and sensitive customer data.

Administrative Officer - Bournemouth Crown Court - Bournemouth

(2022-03 - 2022-08)

• Processed case applications and maintained accurate court records and documentation.
• Checked and recorded information accurately while following established procedures in a public sector environment.
• Managed high-volume inboxes, correspondence, post, filing and data entry tasks.
• Prioritised urgent and time-sensitive work according to operational requirements.
• Worked with highly sensitive and confidential personal and legal information.
• Communicated with colleagues and professionals to support the effective progression of cases.
• Maintained composure and professionalism when dealing with sensitive and potentially difficult situations.
• Supported the smooth daily operation of the court administration team.

Customer Advisor - HMRC - London

(2021-01 - 2022-02)

• Handled a high volume of customer enquiries by telephone and digital channels.
• Provided clear information and guidance to customers while following HMRC procedures and requirements.
• Reviewed customer information and used available data to understand and resolve complex queries.
• Explained information clearly and professionally to customers with different needs and levels of understanding.
• Maintained accurate records and ensured customer information was recorded correctly.
• Handled sensitive personal and financial information in accordance with strict procedures.
• Managed challenging or complex customer interactions calmly and professionally.
• Prioritised workload effectively while meeting performance and service standards.
• Provided professional customer service while maintaining accuracy, confidentiality and compliance.

Assistant Manager - Moka Cafe - London

(2018 - 2018)

• Supported the daily operation of a busy customer-facing business.
• Assisted with staff supervision, stock control and customer service.
• Maintained service and operational standards during busy periods.
• Supported colleagues in resolving customer queries and day-to-day issues.

Head Waitress - The Wells Tavern - London

(2011 - 2015)

• Delivered high-quality customer service in a busy and fast-paced environment.
• Managed bookings and supported private events.
• Assisted with training and onboarding new staff members.
• Developed strong communication, organisation and teamwork skills.

BSc - Business Management - London Metropolitan University