Operations Support – Complaints at Zopa Bank (2025-04 – Present)
I am currently working on the DSAR team within Complaints at Zopa Bank.
- Daily use of Salesforce
- Communicating with customers and claims management companies
- Keep updated with the FCA and PRA's handbooks and guidelines
- Checking over Letters of Authority to ensure we hold an individual on file and that it complies with our policies
- Gathering requested documents and information that form part of a Data Subject Access Request
- Call Recording Listening, including redaction
- Holding regular meetings with the Data privacy team
- Assist in training new starters
- Manage the team's daily workload to ensure we are not breaching and maintaining good service
International Underwriting Assistant at Unisure Group (2020-10 – 2025-02)
My role at Unisure was within the Underwriting team, as an International Group Life & Disability assistant.
- Assisting directors to organise UK team socials, business travel and meetings
- Processing life and disability claims, giving my opinion and liaising with insurers and reinsurers
- Pay invoices via Revolut and Navro
- Run compliance checks via Bridger/LexusNexus
- Manage multiple mailboxes
- Handle the medical underwriting process
- Oversee and manage the creation and development of our internal system to get it up to market standard
- Run weekly and monthly reports to chair company reporting meetings
- Produce minutes from meetings
- Data entry and operational support to the wider company
- Adhering to SLA's
Protection Administration Assistant (6 month maternity cover) at Munich Re Insurance (2019-10 – 2020-04)
My role at Munich Re Insurance in the London office, as a an administrator within protection. I was based mainly in claims on the UK Life Branch.
- Manage both claims assessment and claims accounts mailboxes, to set up new claims from clients and to process claims payments to clients
- Ensure all excel spreadsheets are clear and up to date, for my own team and teams throughout the branch to access and understand
- To communicate well with my team and clients whilst working in the office and remotely
- As my role was within protection, I also did administrative work for legal, data protection and treaty teams. This involved setting up meetings with internal and external clients, ensuring all treaty and legal documents are filed safely and efficiently, and communicating well with all teams to guarantee everything is fulfilled to the highest standard
Validator at Good2rent (2019-07 – 2019-09)
I was employed on a temporary basis as a validator/administrator at Good2rent in Chelmsford. The company is a pre-referencing company for people looking to rent in the UK.
- Receiving documents such as photographic ID, proof of address, benefits, savings and uploading these onto the tenants' profile to reflect their income and affordability
- Making at least 50 calls out to ensure we are maintained as a call centre as well as emailing tenants
- Dealing with several nationwide letting agents to keep them updated on their tenants' profiles, to ensure the tenants can move into their new home as soon as possible
- To carry out credit checks on tenants and guarantors
Administrator at Markerstudy Insurance Services Limited (2018-11 – 2019-04)
- Receiving post from policy holders if they had their vehicle involved in fire or theft
- Electronically read policy holders keys to obtain unusual activities or check for any anomalies relating to their claim
- Ensure spreadsheets are correct and up to date
- Send out any vehicle related documents to our partners at Copart where vehicles are kept throughout a claim. Examples being keys, V5, MOT, service history. Documents being with a vehicle will in turn help it to sell at auction
- Liaise with partners at Copart
- Support colleagues in both support work and administration when necessary to ensure SLA's are met
- Pay engineering fees so that cars can be collected by outsourced and internal garages and repairers
- Using systems such excel, landscape and Audatex
Trainee Insurance Broker at Motor Trade Plus (2018-07 – 2018-10)
- Proactively promoting the business via social media platforms
- Liaising with prospect Clients found via leads online
- Negotiating pricing with existing Clients and Insurance Providers
- Assisting Clients with any queries they may have about the process
- Researching Client data to ensure they are an eligible fit for the Insurers criteria
- Following up with new Clients after the application is submitted to collect any outstanding documents for the Insurer
Retail Travel Advisor at TUI (2015-07 – 2018-07)
I was employed by TUI Group (Thomson and First Choice holidays) as a Travel Advisor in Rayleigh and worked for the company for three years.
- Responsible for opening and closing the shop and Bureau De Change
- Checking/filing customer and company sensitive data and checking over all invoices so they are correct and have no discrepancies
- Understanding individual customer needs and adapting my approach to maximise customer satisfaction and loyalty
- Taking a consultative approach with clients, discussing, recommending and upselling suitable products and services to tailor to their requirements
- Dealing with complaints swiftly and in a professional manner
- Comfortable managing various currencies and ensuring the safe guard of any money on-site
Waitress at The Railway Tavern (2017-06 – 2017-10)
Whilst working at TUI, I worked part time at The Railway Tavern. The role included -
- Serving drinks and snacks to customers
- Collecting glasses and cleaning the pub to keep an acceptable level of hygiene
- Responsible for opening and closing the pub
Waitress at Maxwell's (2014-10 – 2015-06)
I previously worked at Maxwell's family run sandwich and coffee shop part time during my time at college. My job role included –
- Serving Customers their food and beverages
- Re-stocking cutlery and condiments for the following day
- Washing and drying up dishes
- Ensuring customers were happy with their time spent in the shop and dealing with any complaints that may arise
- Upselling customers deals of the week and new offers we had on at times
