- Managing and processing new business enquiries and setting up appointments in office or virtually via Zoom/Teams/Google Meets- Dealing with client queries or requests professionally and promptly.- Ensuring all compliance, AML and regulatory requirements are adhered to in full and in line with industry standards.- Overseeing the review of client documentation and pre-underwriting of applications in order to ensure compliance with required mortgage criteria and creating a smooth and hassle free transition from application to submission.- Market review of clients mortgage options to determine the best possible fit in line with a clients requirements and preferences.- Packaging of all cases for the appropriate lenders and ensuring that all documents meet each lenders individual requirements.- Fully prepare mortgage applications and recommendations for approval to lenders credit team.- Liaise with clients, providers and all other relevant parties to ensure successful transition from approval to drawdown.- Regular updating of system information up to date with all administration related information.- Maintaining of an excellent standards of customer service at all times.

• Responsible for preparing, reviewing, and analyzing the credit worthiness and risk implication of all types of mortgage applications while always ensuring adherence to policy and procedures and decisioning cases in line with Delegated Credit Authority. • Evaluate income documents, financial statements, credit checks and valuation reports• Preparation of credit committee reports for presentation and approval while ensuring data accuracy and completeness.• Review and analyzing of special conditions, conveyancing issues and exception requests to determine course of action.• Liaise with internal compliance functions to ensure all policies and procedures are in line with current regulation as well as other business units to ensure SLAs are maintained.• Responsible for additional tasks such as management of Credit Mailbox and keeping in line with 24-hour SLA for responses.

• Responsible for the reviewing of intermediary mortgage applications as per agreed minimum standards and credit policy.• Data input of applications onto system, in an accurate and detailed manner.• Data verification of all relevant information and Money Laundering Verification for mortgage applications.• Responsible for credit assessment of mortgage applications and underwriting recommendation for approval to Retail Credit Centre• Relied up to assist with loan offers and cheque Issue for all approved intermediary mortgage applications.• Provide on-going support and communication via telephone to Mortgage Brokers• Responsible for ensuring the Meeting of all Service Level Agreements (SLA’s) relevant to the department.• Ensuring all regulatory and compliance standards are adhered to in full, as well as risk, and quality standards.

Digital & Voice Sales Term Lending Team• Responsible for managing inbound phone/ electronic sales leads, within agreed SLAs, guiding all customers through the appropriate sales process as well as handling outbound pre-and post-sales follow-up calls and guiding customers through the drawdown process to completion.• Underwriting of personal loan applications, identifying cases that can be challenged and creating firm case for approval where applicable.• Supporting the Retail network by effectively identifying and referring quality cross sale opportunities.• Relied upon to achieve key sales and quality service targets as well as cross selling other products.• Relied upon to liaise with the branch network and other head office departments in delivering against defined SLAs.• Responsible for Mortgage Approvals In Principal for Prospective First Time Buyers, Second Time Buyers and Switcher customers from initial conversation to application stage.

• Relied upon to provide excellent service by assisting customers with a wide variety of queries, face to face, email or telephone and responding to these queries promptly and in a clear, concise, professional and compliant manner at all times.• Responsible for booking in customer appointments for a variety of products and services, e.g. Current accounts, Term Loans, Revolving Credit & Deposit Maturities.• Pro-actively driving the cross-selling of products during customer interactions and appointments.• Relied upon for administrative duties, such as Maintenance of the branch mailbox, error report and balancing of SSBM and ATM machines.• Proactive selling of existing product range as well as post sales fulfillment, administration and follow up tasks in order to retaining customer business while also growing new business.• Identifying and referring leads for the branch Financial Consultant for Wealth, Pensions and investments and booking these in for appointment.• Responsible for the Back Branch Due Diligence project for Non-Personal Customers. Extensive administrative work involved to locate, and organize existing documentation and request documents required as part of the Due Diligence procedures in order to prevent closures and retain business

• Expert in Resolving client queries accurately and efficiently while also finding creative solutions to queries.• Expert in exercising initiative to resolve client queries and dealing with Corporate Complaint procedures as well as finding creative solutions to resolving client queries.• Liaising and maintaining relationships with corporate clients as well as small and medium business and personal customers.• Ensuring accurate recording and resolution of complaints on the Complaint Management System.• Ensuring accurate processing of cross overs credits, between Allied Irish GB and First Trust.• Consistently demonstrate Gold Customer Service standards by ensuring customer engagement while also adhering to business Service Level Agreement.• Responsible for the training and mentoring new entrants in awareness of Product knowledge and Corporate Procedures is part of my responsibilities. • Liaising directly with Relationship Managers and SME teams ensuring to maintain high levels of communications at all times.• Monitoring of AML processes & controls including ensuring Customer Due Diligence requirements are met, Suspicious Activity Reporting and escalation.• Responsible for maintaining up to date customers’ demographics as part of regulatory requirement within the role.• Expert in bringing positive attitude and manner to the team and motivating to encouraging teamwork in order to achieve business goals.

- Responsible for investigating inquiries/cases from client's and solving directly or logging with investigations team and keeping client informed of progress.- Relied upon to proactively inform client's of any issues, delays or problems such as system failures or market issues as well as incoming funds and account balances and co-coordinating and controlling special cash transactions where applicable.- Responsible for ensuring all resolutions and/or recommendations are effectively communicated towards the client in a timely manner. - Relied upon to communicate with third party banks and Citi Branches as well as customer service teams and internal departments in order to resolve investigations and proactively following up in the event of any delay.- Responsible for following up on any client complaint in line with existing procedures.- Responsible for providing information on queries relating to interest and billing on customer accounts.

• Relied upon to deconstruct customer problems, provide solutions and convey these solutions across to customers in a timely manner in order to resolve their queries in line with the organisations brand values.• Monitoring daily/monthly/yearly statistics and ensuring these statistics are maintained at the required levels.• Relied upon to identify sales opportunities and recommend products or services in line with customer needs.• Relied upon with a number of senior duties such as:▪ Floor support ▪ Team performance management. ▪ Call evaluations for team▪ Administrative work▪ Training and Development of New Staff▪ Technical Liaison Duties

Duties Include:- Responsible for reconciliation of account information for personal and business clients as well as preparing client's year end accounts and tax returns.- Relied upon to complete payroll services for clients in line with client's organization procedures.- Communicate regularly with Clients via E-mail, Fax and Telephone as well as financial institutions to obtain details of clients account information on behalf of the client.- Liaise with partner following meeting with clients to amend accounts as per client’s instructions.

- Assisting staff in competing difficult sales and returns as well as dealing with unhappy customers and enforcing the returns policy.- Responsible for scheduling and duty assignment on day to day basis.- Enforcing of the refund policy.- Responsible for cashing procedures including, change, discounting and cashing up at the end shift.- Expert in training of new employee’s on register and customer service procedures.