Banking Operations • Payment & Settlements • Customer Service Specialist
Send a job offer directly to this candidate
Focused, analytical and customer‑centric professional with 5+ years' experience across banking operations, commercial banking support, payment liquidity & settlements, and customer service within Lloyds Banking Group. Strong background in technical troubleshooting, financial operations, reconciliations, risk awareness, SWIFT payment processes, and resolving complex customer queries. Known for exceptional communication, resilience in fast‑paced environments, and the ability to learn systems quickly.
Experienced in supporting technical/app issues, reconciling Nostro accounts, analysing payment messages, working with treasury teams, and providing high-quality customer support. Now seeking progression into roles within Banking Operations, Financial Services Support, Payments, Reconciliations, Fraud & Risk, Technical Banking Support, or Customer Operations.
Commercial Banking Online Helpdesk - Lloyds Banking Group
(2023-02)
Deliver high-quality support to Commercial Banking customers, resolving technical, online banking, and app-related queries. Handle inbound calls in a fast-paced environment, demonstrating resilience and strong communication skills. Troubleshoot system access issues, payment queries, login problems, and platform errors.
Navigate multiple banking systems to update records, verify customer details, and resolve complex queries. Collaborate with internal departments to escalate issues and ensure timely customer resolution. Recognised for proactive development and consistently meeting performance KPIs.
Payment Liquidity & Settlement Specialist – Secondment - Lloyds Banking Group
(2022-12 - 2023-12)
Conducted daily Nostro account reconciliations to identify overdrafts, credit discrepancies, and unallocated payments. Examined SWIFT MT202/203 messages to validate transaction details and ensure accurate settlement. Managed fund transfers across multiple time zones, coordinating closely with Treasury teams.
Supported FX funding requirements by aligning cash positions with operational needs. Compiled cost‑related data on overdrawn accounts to support efficient financial decision‑making. Liaised with global relationship managers to discuss account statuses and resolve outstanding issues.
Supported process improvements, including real-time SWIFT monitoring enhancements.
Business Banking Customer Service Assistant - Lloyds Banking Group
(2021-04 - 2022-08)
Supported business clients with account queries, mandates, and online banking access. Ensured regulatory compliance with FCA standards. Assisted colleagues with case backlogs and acted as an escalation point when management were unavailable. Consistently exceeded KPIs for call quality, resolution rates, and customer satisfaction.
Personal Banking Customer Service Assistant - Lloyds Banking Group
(2020-04 - 2021-04)
Handled high volumes of inbound calls regarding card issues, account access, payments, and fraud concerns. Logged cases using PEGA, TMS and ServiceNow, resolving issues or escalating to relevant teams. Guided customers step-by-step through resolving online banking or transactional issues. Reported suspicious activity to fraud teams and ensured compliance. Met and exceeded monthly KPI targets consistently.
Engineering/Production - Lear corporation
(2019-05 - 2020-04)
Warehouse Operative - DHL TEMP
(2016-11 - 2019-05)
BTEC - Birmingham Metropolitan College (2015 - 2016)
GCSEs - Lordswood Boys School (2010 - 2015)
