Sarah Parker Email and Phone Number

• Providing support to digital ‘Commercial Banking Online' helpdesk teams to address customer incidents than cannot be resolved at helpdesk level• Managing complex customer incident investigations by raising cases through the cloud-based software ServiceNow, identifying blockers, root causes, and overseeing implementation fixes through to completion• Managed incident tracking, planning and updates for senior stakeholders, escalating issues when appropriate• Handling payment rejections by identifying the reasons for rejection, initiating contingency processes, and providing timely updates to the client and relationship manager• Investigation of payments and FX rate incidents• Provided real-time incident management support for high-complexity clients, ensuring alignment with both team and customer expectations• Acted as main liaison with Engineering, Relationship Directors, Operations, Client Services and Third-Party Vendors • Monitored and tracked the issuance of overseas cards to ensure timely delivery and receipt by recipients• Built impactful relationships and effectively influenced cross-functional teams and senior stakeholders• Reviewed functionality gaps and major trends in banking and digital services, Proposing solutions• Pinpointing areas for continuous improvement and establishing event sequence schedules

• Project managed a portfolio of Corporate and Complex clients, transitioning/onboarding from legacy banking systems to the new Commercial Banking Online platform• Supported customers with integrating and implementing our new online banking platform into their accounting systems, including working with testing file formats such as XML, APACS, BAI, CSV for CHAPS, Faster and International payments• Served as a primary contact to ensure third-party vendor banking products, such as Host to Host (H2H) and Cashfac, were compatible with clients Commercial Banking Online platform, safeguarding their business requirements• Reviewed and validated customer channel usage data to align with future online business needs, ensuring a clear understanding of customer requirements• Interpreted data transitions from legacy to new systems, applying ‘As Is' and ‘To Be' analysis to pinpoint gaps and differences• Responsible for key decisions in transitioning customers from legacy products to the new online banking platform• Coordinated the transition through project plans and risk logs, ensuring weekly update calls with customers and internal/external stakeholders• Ensure thorough product expertise to effectively assist with customer journeys, partnering with customers to understand their requirements, clarify product features and gain their commitment• Ensured safe receipt of card credentials, maintaining strict adherence to security protocols and enhancing customer satisfaction ready for the training sessions to commence• Delivered both face-to-face and virtual Microsoft Teams training sessions and demonstrations to colleagues and customers• Represented our team in internal meetings, advocating for customer-first decisions• Managed stakeholders by providing timely, detailed, and up to date information, both internally and externally

• Managed a portfolio of over 400 corporate clients, transitioning them from the CHAPs manual payment processes to an automated solution in line with industry regulation by on-boarding clients to a target digital offering or secure email solution. Receive, check, scan and upload signatures and documentation• Monitor and support the completion of on-boarding documentation and participate in customer visits• Taking responsibility for customer contact diary and ensure specific deliverables are achieved within the required time

• Previously part of a busy SME lending team – Loan documentation and processing• Conducting audit reviews and working with external auditors• Leading a busy telephony and business support team (9 FTE)• Measured on our excellent customer service and taking calls from our Business Managers• Providing front office support for our stakeholders• Responsible for processing account opening applications and cards within agreed service level agreement, prioritising work schedules and working to deadlines• Anti-money laundering checks – undertaking checking of accounts prior to opening ensuring unit exceeds the targets