 Initiating new mortgage applications & building strong relationships with existing and new mortgage clients Dealing with customer & third party queries up until completion. Understanding clients lending & protection needs and making a suitable recommendation for these needs. Consistently Compliant with regulatory requirements & adhering to risk and policy procedures Outbound calling to generate new business leads Regular coaching & mentoring sessions with the Personal Banking assistants and cashiers to generate new mortgage business Dealing with clients confidential and personal data Consistently checking and assessing customer income & verification documents

 Initiating new mortgage applications, ensuring adherence to policy requirements and FCA regulations in order to produce a fair customer outcome – compliance is monitored and I regularly achieve 100% compliance adhering to FCA regulations, for which I received a bonus. Taking calls from clients, legal representatives, solicitors and brokers to discuss ‘In Progress’ and ‘New’ mortgage applications and various other scenarios Making amendments to existing Client accounts and ‘In Progress’ applications Adhering to risk and compliance procedures and applying any relevant changes when appropriate Relaying important central communications to the team on a weekly basis – policy changes, script changes etc. Logging and triaging client complaints and resolving at first level Handling contractual or legal queries from solicitors or legal representatives Entrusted as Acting Deputy Manager during absence and responsible for running a team of 10.  Seconded for three month period as staff trainer and coach for 12 new employees, embedding compliance policies and procedures and ensuring competency within their role.  Nominated Department Awards Champion- attending monthly meetings and promoting the scheme to employees whereby staff nominate other employees for recognition and awards for various achievements.