Sonia Akhtar

Detail-oriented Mortgage and Financial Administrator with proven experience supporting advisors and managing cases from application through to completion. Highly organised with a strong focus on compliance, process accuracy, and regulatory standards, building customer relationships and extremely strong telephony skills in advice and support. Skilled in liaising with clients and lenders and solicitors to ensure smooth communication, timely updates, and efficient case progression.

Known for maintaining high levels of accuracy while handling multiple cases and handling incoming calls in fast-paced environments.

Banking Customer Service Advisor & Administrator - NatWest - Remote

(2025-11)

• Proactively support customers over the phone and emails, assure to achieve getting things right the first time and resolved enquiries in one interaction and achieve NPS of 98%+
• Supporting mortgage and protection enquiries, ensuring all applications meet lender criteria and internal standards to progress with applications
• Liaise with clients and lenders to provide updates, resolve queries, and maintain strong relationships achieving high level of world class customer service
• Managed and monitored mortgage cases from application through to completion, ensuring timely progression and accuracy and providing consistent support.
• Adhere to compliance procedures and company policies throughout the case lifecycle
• Prioritised and managed a high volume of calls and cases in a fast-paced environment while maintaining attention to detail, getting it right the first time, ensure empathy, listening carefully to clients' needs and that no complaints are escalated, giving the best service during every call. Managing clients on my own initiative with very little management support.

Protection Advisor - CO-OP Group - Remote

(2025-04 - 2025-09)

• Advised clients on suitable protection products life insurance, critical illness and income protection, alongside for mortgage cover
• Conducted thorough fact-finds to assess client needs, risks, and financial circumstances
• Recommended compliant, tailored solutions aligned with client objectives
• Built strong client relationships through clear communication and ongoing support
• Managed cases from initial enquiry through to policy placement and completion
• Liaised with providers, underwriters, and third parties to progress applications efficiently
• Achieved sales and quality targets while maintaining high compliance standards
• Ensured all documentation and records were accurate, complete, and audit-ready

Financial Administration - Currencyfair - Remote

(2023-11 - 2024-10)

• Monitored case pipelines to ensure timely progression and adherence to deadlines
• Proactively chased outstanding documents from clients and third parties to avoid delays
• Liaised with lenders, solicitors, and other third parties to facilitate smooth case processing
• Maintained clear and consistent communication with all stakeholders throughout the case
• Ensured all records, systems, and case notes were accurate and always kept up to date
• Tracked application progress and followed up on outstanding actions to support efficient completions

Financial Advisor and Administrator - MAB - Remote

(2020-11 - 2023-10)

• Conducted fact-find follow-ups and gathered client information to ensure suitability
• Uploaded and maintained accurate client records on CRM systems and provider platforms
• Liaised with providers, platforms, and third parties to progress cases and resolve queries
• Managed daily case pipelines, prioritising tasks to meet deadlines and service level agreements
• Chased outstanding documentation and requirements to avoid delays in processing
• Prepared client review packs, illustrations, and supporting documentation for advisor meetings
• Ensured all files met compliance standards and were audit-ready at all stages
• Processed policy updates, withdrawals, switches, and fund changes as required
• Maintained regular communication with clients, providing updates and handling queries

CeMAP - Simply Academy (2016-09 - 2017-04)

GCSEs - City Academy Bristol (2003-09 - 2010-06)