Investigated consumer complaints with a focus on general banking and insurance.Liaised directly with consumers to collate and analyse information to enable a thorough and unbiased investigation to resolve disputes between consumers and the financial institutions.Mediated issues informally and amicably between both parties to resolve complaints quickly and safely. Successful in achieving weekly objectives within strict timelines.Built a detailed investigation using consumer testimony, evidence held on file and rationalised any decisions made and calculating any redress due.Produced clear, concise and persuasive assessments for both parties.Maintained quality assurance according to regulatory standards.Kept up to date with all policy, procedural and regulatory developments.

I took on a team of Mortgage and Protection Managers who did not have the benefit of having a consistent Team Leader for a considerable amount of time. I created unity amongst the team and was successful in building relationships across the Banking network in order to grow the business. Due to the pandemic, within in a short period of time I trained and coached my team to conduct mortgage and protection appointments via ZOOM – one of the first teams to go live in South England. I undertook risk based observations in order to mitigate risk, I shared my findings from observations and file checking with Teams across the country.

I supported 24 Mortgage and Protection Managers to maintain their “licence to trade”. I undertook regular 1:1s to understand what was stopping them from performing to exceed their objectives in a compliant manner. I completed regular observations and file checks (face to face and remote) and provided feedback whilst maintaining high advisor confidence levels.

I managed a team of 12 Mortgage and Protection Managers across a wide geographical area. I had overall accountability for activity and customer outcomes whilst delivering outstanding service and suitable advice.

As a Mortgage & Protection Manager my key responsibilities were to help meet customer needs through HSBC Mortgage products as well as ensuring that we protect what is important to them and their homes.