Taking the stress out of choosing the right mortgage. Providing professional and individual mortgage advice

Providing a professional service to customers either looking to borrow to purchase their next property or assisting customers who are looking to remortgage to Nationwide.I provide an advised service to customers in respect of their mortgage product and protection needs. Using my excellent rapport building skills, I ensure that I have a sound understanding of each of my customers needs and requirements to provide the best and most appropriate level of service.

Actively develop, build and maintain strong relationships with the Relationship Managers (RM's) based in the Commercial Direct team, generating confidence and trust in the strength of the UK Wealth proposition. Providing high quality advice and guidance to Commercial Relationship Managers to support their prospecting for new client opportunities and the compliant identification of clients’ immediate and on-going financial needs.Driving the compliant achievement of RM 1st appointment targets of the agreed quality and quantity to deliver the agreed business results within the Commercial Direct Teams.Collaborating closely with the Commercial Business Protection Sales Adviser's based nationally ensuring the introductions from the Commercial Direct teams are successfully converted into new business within agreed minimum standard conversion rates/timescales. Delivering service standards for own area of responsibility, ensuring that RM's and clients are provided with a competitive and responsive level of service and that income targets are met.Producing quarterly business plan, implement, review progress and take necessary corrective action to ensure delivery of the required business results. Stakeholders – Working with a number of stakeholders to build a better understanding of each others business area and review processes to improve the level of service offered to our customers.

Support the leadership team by providing regular coaching to Relationship Managers. Using positive and persuasive coaching techniques to develop a team of 120 Relationship Managers to maximise all inbound and outbound sales opportunities.Had a 100% track record of improving colleague performance.Actively promoting a high performance culture with the center.Involved in two significant projects, dealing with stakeholders from difference areas in addition to chairing and arranging conference calls. The projects have shaped the department as it is today and provided an excellent insight to working in a project environment.Developed induction training program for new to role colleagues, a first for Bank of Scotland commercial.Provided a professional induction to the Commercial Banking Center which allowed the new to role colleagues reach competent Relationship Manager status to deliver from day one.

Responsible for building strong and sustainable relationships with Commercial customers.Working both re actively and proactively conducting business reviews thorough needs and risk analyses, to ensure we offer products and services that truly meet customer's needs.Working to sales, risk and service targets. Excellent sales record achieved on a consistent basis.Provide appropriate relationship management service to customers ensuring effective customer portfolio & pipeline management.Answer any complex queries and assist in the day to day operation of the account.Point of referral for many visitors to the business, ambassador for the Commercial Centre, demonstrating the level of service that is expected of the centre towards our business customers. Due to the high standard set,subsequently secured coaching role within the Commercial Centre.

Ensure that each colleague within the team is carrying out the role to the standard normally associated with Lloyds Banking Group.Carry out daily quality checks on correspondence to ensure that letters being issued to customers were acceptable and provide coaching where required.Responsible for ensuring all correspondence issued by the complaint handlers was done so in the timescales required by the Financial Ombudsman Service and completed in a compliant manner.Listening to telephone conversations complaint handlers have with customers for quality and again providing coaching where required.Provide feedback to Front Line Manager on colleague's performance to assist with preparation of monthly reviews.Support Front Line Manager with any additional tasks required.Involved in process improvement project, looking at processes which could be simplified to ensure a more efficient way of working.Ensure customers are put back into a position if error hadn’t occurred. This will involve analysing MI to identify and resolve such issues and use Excel to complete complex mortgage calculations to ensure we are doing what's right for the customer.

Communicating with customers both by telephone and in writing to resolve customer complaints.Working on mortgage, credit cards, personal loans, banking and non product complaints, requiring a sound knowledge of each product area.Liaising with the Financial Ombudsman Service to resolve customer complaints.Adhering to relative regulatory complaint handling guidelines.Managing complex complaint cases from start to finish, requiring excellent organisational skills.Stakeholder capability, built a strong network of stakeholders in specific product areas to assist with managing and resolving customer complaints.Identify and reporting to Senior Management on consistent complaint areas, to resolve and improve customer level of customer service.

Responsible for the operation of a team of approximately 11 colleagues.Carrying out monthly, half yearly and annual reviews and disciplinary meetings when necessary.Provided coaching, where necessary, ensuring that each colleague had a coaching plan in place and regular coaching sessions held.Regular meetings held with managers and senior managers to improve the way in which we work.Visits to key stakeholder areas to build relationships and improve relationships between areas.Ensure coolleagues carry out role in a compliant and professional manner. Review MI on a daily basis to monitor complaint volumes and plan resource to ensure maximum efficiency.Nominated and awarded award at Customer Relations Conference for outstanding contribution to department.

Communicating with customers both by telephone and in writing to resolve customer complaints. Working on mortgage, credit cards, personal loans, banking and non product complaints, requiring a sound knowledge of each product area.Liaising with the Financial Ombudsman Service to resolve customer complaints.Adhering to relative regulatory complaint handling guidelines.Managing complex complaint cases from start to finish, requiring excellent organisational skills.Stakeholder capability, built a strong network of stakeholders in specific product areas to assist with managing and resolving customer complaints.Identify and reporting to Senior Management on consistent complaint areas, to resolve and improve customer level of customer service.

Dealing with members of the public face to face.Responsible for the processing and underwriting of mortgage application and associated products including buildings and contents, life assurance, critical illness and mortgage repayment cover.Identifying cross sales opportunities.Holding daily meetings with banking advisors to make them aware of availability and raise awareness within the branch.Working towards lending and associated product targets.Proactively contacting customers by telephone and approaching customers in banking hall with a view of securing new leads.Excellent track record of exceeding sales target with 100% compliance

Moved to St James Place Bank due to my excellent communication skills.Dealing with high net worth private banking customers and their financial advisors.Processing of mortgage, current account, credit card, savings products and personal loan applications.

Accurate processing of mortgage, current account, credit card, savings products and personal loan applications.Communicate with members of the public and financial advisorsDiscuss potential cross sales opportunities with customers

Accurate processing of mortgage applications.Communicate clearly over the telephone with both members of the public and financial advisors.Provide information on non advised basis on the products offered by Standard Life Bank.

Dealing with customers face to face.Cash HandlingProvide accurate and concise informationLooking for cross sales opportunity