Mortgage and Protection Advisor
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A self-motivated and enthusiastic person with over 21 years of experience in the financial sector. Strong history of being an important team player as well as being able to lead a team. I thrive on spending time with clients to explore and exceed their needs.
Mortgage and Protection Advisor - LLOYDS BANKING GROUP
(2017-01)
Banking Consultant - Halifax Bank
(2012-01 - 2017-12)
As a highly-experienced Banking Consultant I provide our customers with the correct products and services for their diverse needs. I build and strengthen lasting relationships with my customers by creating a warm and friendly environment and by maintaining regular contact via my Future Contact Register and Customer Insights Tool. I am committed to keeping up-to-date with internal and external policies and procedures with file quality and account quality checking.
I have an excellent track record with Risk and Compliance. I work very closely with the specialist partner (Mortgage Adviser) within the branch to ensure our customers receive the best outcomes from their mortgage needs which in turns builds new mortgage business within Halifax Bank. I enjoy assisting customers with their channels of choice and explaining and demonstrating the multi channels the group provides to assist them to make banking simpler and easier.
I work closely with my peers and managers to achieve the objectives of the group by conducting effective daily team talks and sharing with others to promote our products and multi-channel services.
Banking Consultant - Halifax Bank
(2006-01 - 2011-12)
As a highly-experienced Banking Consultant I provide our customers with the correct products and services for their diverse needs. I build and strengthen lasting relationships with my customers by creating a warm and friendly environment and by maintaining regular contact via my Future Contact Register and Customer Insights Tool. I am committed to keeping up-to-date with internal and external policies and procedures with file quality and account quality checking.
I have an excellent track record with Risk and Compliance. I work very closely with the specialist partner (Mortgage Adviser) within the branch to ensure our customers receive the best outcomes from their mortgage needs which in turns builds new mortgage business within Halifax Bank. I enjoy assisting customers with their channels of choice and explaining and demonstrating the multi channels the group provides to assist them to make banking simpler and easier.
I work closely with my peers and managers to achieve the objectives of the group by conducting effective daily team talks and sharing with others to promote our products and multi-channel services.
Counter Manager (Secondment) - Halifax Bank
(2011-01 - 2012-12)
I managed a team of 8 Customer Service Consultants with a range of experience from new starters to very experienced colleagues. I delivered regular feedback and conducted coaching with the team which provided them with skills to facilitate high standards of customer service, risk and targets. As a result of team work, team building and positive feedback, the team moved from and underperforming team on Net Promoter Score feedback to being the highest within the first 3 months of leading the team. These standards were maintained throughout my period as Counter Manger.
Manager and I had a strong working relationship where together we developed strategies to strengthen the teams' controls and better monitor our performance to reduce cash errors. I investigated customer complaints, developing my diplomacy skills in resolving the customer issues and providing the customer and the bank the right resolution.
Customer Service Consultant - Halifax Bank
(2004-01 - 2006-12)
I took the responsibility to have a thorough understanding of the bank's product platform which allowed me to fulfil my customers' needs. I delivered excellent customer service by being warm and friendly to all my customers. I organised my counter station so that there would be no cash errors and often assisted my colleagues in resolving any of their cash errors which developed my knowledge for future roles within the business.
I made regular referrals to our Banking Consultants and our specialist partners within branch. I delivered daily team talks with my colleagues and inspired others to keep a positive and motivated environment through implementing activities such as quizzes.
Certificate in Mortgage Advice and Practice (2017-01 - 2017-12)
Certificate in Retail Banking Conduct of Business (CertRBCB) (2012-01 - 2012-12)
9 GCSEs (1998-01 - 2003-12)
