WORK HISTORY
Senior Consumer Lending Administrator | Shawbrook Bank - Brentwood, Essex 12/2024 - 04/2026
- In my role as Senior Consumer Lending Administrator, I expanded upon the experience gained through my apprenticeship by taking on increased responsibility across risk assessment, complex case handling and day-to-day operational support. I carried out detailed lending risk evaluations in line with internal policies and FCA regulations and became a senior point of contact for escalated lending queries, providing clear and confident guidance to both colleagues and customers. I worked closely with underwriting and risk teams to resolve more complex applications, ensuring all cases met KYC, AML and customer due diligence requirements while consistently achieving service-level agreements and positive customer outcomes. Alongside this, I supported the smooth running of the team by monitoring workflows, identifying opportunities to improve efficiency, managing digital records and providing proactive administrative support to managers. I also assisted in training and onboarding new team members, sharing knowledge on systems, processes and regulatory requirements to support their development and ensure consistent standards across the team.
Level 3 Financial Services Customer Advisor Apprenticeship - Business & Retail Banking
|Shawbrook Bank - Brentwood, Essex 09/2023 - 12/2024
- I spent my first eight months in the Savings Department, handling high volumes of customer enquiries via telephone and secure messaging, supporting account management, withdrawals, general enquiries, and complaint handling in line with FCA guidelines while maintaining accurate records. I then spent seven months in the Consumer Lending team, where I processed loan applications from initial checks through to completion and provided customer support throughout the lending journey, working closely with Underwriters and the Financial Crime team to ensure compliance. Across both roles, I demonstrated strong attention to detail, organisation, and time-management skills while managing multiple cases and balancing apprenticeship seminars, workshops, and assignment requirements alongside my workload.
- I supported the business at careers fairs and open days, speaking with prospective candidates about apprenticeship opportunities and sharing my experience. I became a mentor to a buddy apprentice, providing ongoing guidance and support, and represented the business at open day panels, confidently speaking to groups and answering questions from attendees.
Crew Member | McDonald's - Basildon, Essex 06/2021 - 07/2023
- I worked as a Crew Member at McDonald's, where I took customer orders both face-to-face and via headset, prepared food and drinks, and supported store closing duties including cleaning and restocking. This role enabled me to develop strong customer service skills, communicating in a friendly and professional manner while dealing with members of the public. I learned to stay calm under pressure in a fast-paced environment, demonstrating attention to detail and completing tasks quickly and efficiently.
