• Provide a best-in-class customer-centric service to customers - delivering an outstanding customer experience and building/creating customer loyalty, resulting in delivery of an excellent sales performance. • Business development through prospecting and developing new company connections with the aim of establishing an efficient workplace banking relationship. • Liaising with company HR and wellbeing teams to host Virtual, Live and Face to face presentations on topics such as Mortgages, Financial protection, Investments and pensions.• Account management of existing workplace banking relationships.• Provide a 1:1 financial consultation remotely and face to face to new and existing customer to demonstrate the value and competitiveness of KBCs products and services.• Engaging at mid and senior company executive level to gain a greater understanding of a company’s structure, culture and benefits in order to adapt our service to best suit the company needs. • Consistently operating to weekly, quarterly and yearly targets.• Proactive use of CRM systems to ensure customers are contacted at key milestones.• Generating sales through completing in depth customer fact finds and recommending the best combination of products or services to assisting the customer reaching the needs and goals. • Preparation and managing of mortgage applications and pipelines.

Sales Management Experience:• Tracking team KPIs and hosting morning huddles, ensuring that weekly, quarterly and annual targets are achieved.• Setting and monitoring individual and group sales targets ensuring success on all lines.• Hosting 1:1 and group training session on sales conversion from outbound and inbound calls.• Reviewing inbound and outbound calls to identify and remove any training, service or sale deficiencies.• Developing and helping staff with their PDPs and providing them training and coaching resources to help them achieve their plans.• Hosting weekly 1:1s with the team to review any compliments, observations, complaints, sales outputs and PDP progress.• Developing, implementing and maintaining a Customer Experience framework within the hub to ensure a best in class service.• Piloting new and updated systems from a User experience point of view including CRM and credit systems.Management & Governance Experience:• Acting as the 1st and 2nd line of defence and being the link between all three.• Root cause analysis on any errors or operational risks.• Preparing and submitting comprehensive monthly governance reports.• Owning and managing the hub operating procedures to ensure the smooth and compliant operating of the hub processes.• Hosting weekly training sessions and ensuring successful completion of staff CPD hours.• Reviewing complaints in efforts to resolve locally and identify any common issues and errors.• Managing Annual leave and staff rosters.• Acting as a hub representative on project groups for any proposed changes to any operational or sales processes.

Key Duties & Responsibilities: Provide high quality face-to-face customer centric service to direct retail customers. Provide a comprehensive and professional selling, advisory and delivery service to customers. Convert enquiries into sales opportunities and ensure the highest service level throughout the process. Generate retail cross sales leads. Operate to monthly, quarterly and yearly sales targets. Ensure work is carried out and completed in a controlled, compliant, timely and accurate manner with emphasis on attention to detail. Ensure procedures and compliance requirements including AML are adhered to in relation to daily tasks. Provide full transparency and feedback in relation to task resolution including early escalation of issues in a timely manner, where applicable.

While in AIB I worked a relationship management support and had involvement in some project work. Main tasks included:Management and monitoring of a large portfolio of both well established and emerging SME's in markets ranging from manufacturing, technology and transportation.Creating and maintaining professional relations with clients to reinforce both customer service standards and expectations.Carrying out in depth annual reviews of customers facilities, security levels, performance markers, repayment capacities.Taking in new money proposals to assess both the suitability and viability of the customers proposals. These proposals are not only limited to new money but also refinancing opportunities for people to aid the recovery of their business following the recession of the past few years.Keeping abreast of market interest rates and investment products available and suitable for our customer base.Project work with Accenture to change an implement the process changes to the bank as part of the revised Code of Conduct for Mortgage Arrears in 2013/2014.