Zeenat Mahmood

I have recently worked as a Mortgage Underwriter and am looking for a new role and career opportunity that will allow me to strengthen and enhance my skills. I have recently worked at Leeds Building Society as a Mortgage Underwriter and have previously worked at Santander in Customer Services. However, after several years within financial services and banking, I am now looking for a new career opportunity where I can learn new skills and transfer my existing experience into a different industry.

I enjoy taking an active part in teamwork and leadership which has been put to practice during my time as a Mortgage Enquiry Consultant as well as a Sales Assistant where I have gained valuable transferrable skills. An example of this is my people skills which have been exemplified through essential teamwork. I have been responsible for working as part of a large team during long hours and was able to maintain team spirits, motivating peers and listening to clear instructions.

I have also enjoyed connecting with others daily and feel this has helped me gain a vast amount of confidence when dealing with different people and communicating. Another quality I have also possessed is patience whilst dealing with difficult or irate customers or circumstances when handling cases. It is important to remain level-headed whilst also maintaining professionalism which has helped in increasing my confidence in situations I may not be used to.

This shows that I am a quick and adaptable learner and take pride in completing tasks. My interests lie in working closely around other people and keeping an uplifting environment for myself and those around me. I am an approachable and friendly individual which I believe to be essential in a workplace.

Overall, I feel that my personal skills and attributes would be a great addition to any team. I look forward to hearing from you soon. I can be contacted via mobile or email.

Mortgage Underwriter - Leeds Building Society

(2022-06 - 2026-07)

I have recently worked as a Mortgage Underwriter where I had a range of responsibilities and duties. My role included but was not limited to:

• Assessing residential mortgage applications by reviewing supporting documentation and circumstances.
• Conducted detailed reviews of income, expenditure, credit information and supporting evidence to assess risk and ensure it is in line with lending criteria.
• Managed my own caseload whilst working to agreed service levels, deadlines and quality standards.
• Adapted to changing policies, procedures and business requirements whilst maintaining accuracy and productivity.
• Communicating professionally with applicants, mortgage brokers, solicitors and internal teams daily via telephone and email, providing clear and timely responses.
• Ensured I was keeping an accurate record of communication and updated case information following customer interactions.
• Using my own judgement to make informed decisions, resolve queries and provide clear explanations where required.

Mortgage Enquiry Consultant - Santander

(2021-09 - 2022-06)

I have also previously worked as a Mortgage Enquiry Consultant at Santander where I was engaging with potential mortgage customers and existing mortgage customers. My role included:

• Assisting customers with initial queries and to provide relevant updates through their application.
• Informing customers of rates and deals that were available to them, as well as keeping up to date with constant changes via the Bank of England.
• Being proactive to learn and keep up to date with internal and external policies which can have an impact on the lending policy.
• Conducting credit checks for applicants and reviewing documents to support mortgage applications.
• Communicating effectively with customers directly via telephone and dealing with a variety of different scenarios.

Fraud Advisor - Santander

(2020-03 - 2021-09)

I have also previously worked as a Fraud Advisor at Santander where I was required to speak to existing customers over the phone and service their calls. I was often in contact with vulnerable customers who were in difficult situations and was able to empathise with them and reassure them. My main roles and responsibilities included:

• Assisting customers with queries about their accounts.
• Reporting and processing fraud/scam claims.
• Preventing fraud and advising customers on how to protect themselves from fraud.
• Paying attention to detail in order to monitor accounts for the safety of the bank.
• Look for vulnerabilities in customers and make decisions based on personal factors.
• Remaining calm under pressure when dealing with difficult situations or irate customers.

Sales Associate - H Samuel

(2019-09 - 2020-03)

I have worked as a Sales Associate at H Samuel where I was required to offer excellent customer service whilst reaching sales targets. I was often responsible for:

• Providing friendly and professional customer service to assist customers with product selection tailored to them.
• Responding to customer queries in person and over the telephone.
• Built rapport with customers by understanding their needs and providing tailored recommendations.
• Processed sales by handling cash and transactions in line with procedures.
• Replenishing stock as well as selling warranties on products such as jewellery and watches.
• Keeping upto date with training to ensure I have a vast understanding of the products that were sold and to use this knowledge to assist customers.
• Working well under pressure during peak times and ensuring I dealt with all customers in a timely and organised manner.

Sales Assistant - Bradford Plaza Store

(2019-05 - 2019-09)

I was also employed as a Sales Assistant in a clothing store. Responsibilities are vast and my main duties included, but were not limited to:

• Assisting in visual merchandising and preparing the shop.
• Keeping calm and responsive when dealing with customers during peak periods.
• Working on my own whilst following instructions.
• Promoting sales and preparing orders for customers.
• Managed multiple customer enquiries during busy periods whilst remaining calm and professional.
• Worked towards individual and team sales targets.

A-Levels - Carlton Bolling College (2017 - 2019)

GCSEs - Carlton Bolling College (2012 - 2017)