Catherine Kerrigan

I am a hard-working and motivated individual who is driven to provide excellent communication skills, presentation skills and strong interpersonal skills when dealing with customers and colleagues and aims to fulfill and exceed her duties in her role of employment.

KBC Bank Ireland, Sandwith Street Dublin 2.

• Broker Support and Mortgage Fulfillment – April 2021 - Present
• I Input new mortgage applications from direct customers and broker customers into both Mortgage systems, T24 and Solas.
• I worked on loan offers after decisions from underwriting were made.
• I Calculated affordability and repayment capacity for inputs.
• I Managed the mailbox for the inputting team and worked on the mailbox for the loan offers team.
• I was an ambassador for a new application process, Digital approval in principle mortgages.
• I worked with the staff in the KBC Hubs for direct mortgage customers and worked with Brokers for the broker mortgage customers.
• I worked closely with the underwriting team for a seamless and timely response for customers.

• Service Support Admin team (Senior Agent) - July 2019-March 2021
• I worked on the LTV rate applications mailbox, accepting applications and valuations by email and post, complete soft checklists and work with the LTV rate Operations department sending the applications and valuations for further processing.
• I train and coach agents on all systems and product knowledge, I especially train agents on using Mortgage systems including T24, Retail, Retail GUI and Solas and I am a go to person for answering difficult queries agents may come across when speaking with customers.
• I am a first point of contact for agents for any queries or help dealing with difficult calls, especially Mortgage queries as these queries are broad and it is important for agents to relay all information correctly and simply for customers to avoid any mistakes and have first call resolution.
• I train new Senior Agent/Service Support team members when they joint the service support team.
• I complete manager call backs on behalf of my associate whenever required.
• I work with account servicing/static amends/CF servicing to make outbound calls to confirm Ad Hoc tasks with customers, I have excellent attention to details when managing the task queue to strive for a first call resolution for the customer.
• I assist customers via email, webchat and social media.
• I monitor SLA levels and ensure all team members are adhering to their schedules and are available to take calls when necessary.

• Customer Service Executive - July 2018-July 2019
• I take inbound and make outbound calls helping existing customers with Mortgage queries, Online/Mobile Banking, Current Accounts and Deposit Accounts.
• I provide a high level of customer service by ensuring customers are attended to promptly and their queries resolved without delay on a first call resolution where possible or by a follow up call if necessary.
• I look out for opportunities to refer customers to apply for new products where appropriate.
• I ensure that the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with at all times.
• I worked towards progressing to be a Senior Agent which I achieved after 1 year.

Education

2017-2018: Bachelor of Business (Hons) – Institute of Technology Sligo

2014-2017: Bachelor of Business (Hons) – Institute of Technology Sligo

2008-2013: Secondary School – Loreto College Mullingar