Emma Cullen

Results-driven Senior Consumer Lending Administrator with experience supporting lending operations within FCA-regulated banking environments. Skilled in application processing, lending risk assessment, KYC/AML compliance, customer due diligence, document verification, and complex case management. Experienced in managing high-volume pipelines from application through to completion while maintaining accuracy, service standards, and regulatory compliance.

Proven ability to collaborate with underwriting, risk, and operational teams to support timely lending decisions and positive customer outcomes. Recognised for strong stakeholder communication, attention to detail, and ownership of cases through to resolution.

Senior Consumer Lending Administrator - Shawbrook Bank - Brentwood, Essex

(2024-12 - 2026-04)

• Conducted detailed lending risk assessments in line with FCA regulations, internal lending policies, and customer due diligence requirements.
• Managed a high-volume pipeline of lending applications, ensuring accurate processing and progression from application through to completion within service level agreements.
• Collaborated closely with underwriting, risk, and financial crime teams to support compliant and timely lending decisions.
• Maintained accurate customer records and case information across internal systems, ensuring data integrity and audit readiness.
• Acted as a senior escalation point for complex customer and operational queries, taking ownership to achieve timely resolutions.
• Reviewed documentation for completeness and accuracy, identifying and resolving issues that could delay application processing.
• Monitored pending cases and proactively liaised with internal stakeholders to obtain updates and ensure smooth progression.
• Supported onboarding and mentoring of new team members by providing guidance on systems, processes, and compliance procedures.

Level 3 Financial Services Customer Advisor Apprenticeship - Distinction Grade Received - Shawbrook Bank - Brentwood, Essex

(2023-09 - 2024-12)

• Managed high volumes of customer enquiries via telephone and secure messaging within the Savings Department, supporting account servicing, withdrawals, and complaint resolution in line with FCA guidelines.
• Processed consumer loan applications from initial verification through to completion while coordinating with underwriting and financial crime teams.
• Maintained accurate customer records and ensured requests were completed within agreed service standards and compliance requirements.
• Balanced operational responsibilities alongside apprenticeship coursework and professional development commitments.
• Represented the business at careers fairs and recruitment events, communicating confidently with prospective candidates and visitors.
• Mentored a fellow apprentice by providing day-to-day support on internal systems, processes, and workload management.

Crew Member - McDonald's - Basildon, Essex

(2021-07 - 2023-07)

• Delivered customer service in a fast-paced environment, handling face-to-face and headset-based customer interactions professionally and efficiently.
• Prepared food and beverages in line with company quality and hygiene standards while supporting daily operational targets.
• Assisted with store closing procedures including cleaning, stock replenishment, and operational preparation for the following day.
• Developed strong communication, teamwork, and time-management skills while working under pressure during peak trading periods.

GCSEs - Brentwood Ursuline Convent High School (2016-09 - 2021-06)

A-Levels - The Fitzwimarc School (2021-09 - 2023-07)