Lailaruman

Experienced Financial Support and Mortgage Specialist with 19 years' experience within banking and financial services, specialising in mortgage servicing, affordability assessments, financial difficulty, regulatory compliance, and vulnerable customer support. Demonstrated expertise in conducting quality assurance reviews, coaching colleagues, assessing complex customer circumstances, and ensuring compliance with FCA and MCOB regulations. Skilled in managing high-risk cases, identifying regulatory risks, and delivering sustainable customer outcomes while balancing commercial and compliance objectives.

Recognised for strong stakeholder management, attention to detail, and the ability to improve both individual and team performance through coaching, mentoring, and quality oversight.

SME Mortgage Legacy Team - HSBC

(2025-03)

Mortgage Accounts Review Team Senior Specialist - HSBC

(2018-02 - 2025-03)

• Conduct detailed reviews of mortgage accounts to ensure compliance with FCA and MCOB regulatory requirements.
• Assess customer affordability and financial circumstances to determine appropriate repayment arrangements and sustainable solutions.
• Support vulnerable customers experiencing financial difficulty, including those with complex personal and mental health challenges.
• Deliver structured coaching, mentoring, and feedback through quality monitoring and call reviews.
• Identify regulatory, conduct, and operational risks and escalate cases where appropriate.
• Maintain accurate and audit-ready customer records in line with internal governance requirements.
• Collaborate with operational, compliance, and specialist teams to improve customer outcomes and service delivery.
• Manage a portfolio of complex customer cases while maintaining service levels and quality standards.
• Completed 32 compliance-focused case reviews during 2025, identifying potential regulatory risks and supporting continuous improvement activities.
• Referred 62 non-engaging customers to field agents, facilitating progression of complex accounts and improving case resolution outcomes.
• Trained and supported 4 colleagues through structured development activities and onboarding support.
• Delivered targeted coaching to 3 team members, contributing to improved quality and performance standards.
• Consistently achieved strong results across customer satisfaction, regulatory compliance, and case management objectives.
• Recognized for delivering empathetic and effective support to vulnerable customers while maintaining compliance standards.
• Ensured customer outcomes aligned with FCA Consumer Duty principles and Treating Customers Fairly (TCF) requirements.

Unsecured & Commercial Banking - HSBC BANK

(2012-09 - 2018-01)

HFC BANK

(2007-09 - 2012-09)

GCSEs / A Levels