• I am responsible for managing and co-ordinating a calendar, for home visits to assess property damage for housing disrepair claims all over the UK. I have to organise, arrange and manage an appointment diary for a team of specialists to make visits at exact times for my clients. Organisation to overlook the logistics for constantly changing variables (such as traffic or cancellations) requires precise, fast thinking decisions. • I also overlook the reading and deciphering of Data subject access requests in relation to mortgage mis-selling and pension/saving mis-selling claims. I receive information from various UK banks and lenders, as a third party for our clients, I assess the vast amount of information received and make a decision whether to forward it onto the solicitors we represent to make a valid claim. • I review rejected Housing disrepair claims from the solicitors we represent. I check claim files and pictures to understand why claims were rejected and to see whether it is possible to re-assess or include any further information for a solicitor to represent our client with their ongoing issues. I talk to our specialists to see how much construction/ repair costs would be and clients to update them on the claim progression and to give them best possible result if it can be achieved.

• The main purpose of the role is to monitor and maintain risk and threats that can occur to Santander and its customers whilst delivering the best possible service to our customers. • Setting up and updating fraudulent investigations. Also includes monitoring and reporting the risk of money laundering and credit abuse. • Handling disputed payments which customers may have had with merchants. • Handling sensitive queries and problems of a high risk to the company, whilst maintaining a professional attitude and delivering exceptional customer service. • Taking decisive action regarding security of customer's accounts and money. • Being main point of contact to liaison with other banks, financial companies and the police regarding fraud and criminal activities within Santander's bank accounts. • The additional role to my current job, is to clear, decline or highlight fraud or scams from high risk payments made by Santander customers.• Utilising a variety of different anti-fraud systems and my own knowledge of fraud/scams, I have to analysis information and create a clear rationale, to accept or decline a payment.

• The Predominate role was to be the first point of contact for retail-based customers for Santander. • The focus of the job was to establish a strong and positive rapport, whilst either dealing with customer's enquiry straight away, or directing the customer to the correct department for help. • The queries I would deal with on a day to day basis would include ordering banking literature, charges, money movement and complaints. • I have to ensure all operating procedures and regulations are followed in accordance with FSA guidelines. • Have to promote and sell Santander products and services to benefit existing clientele or potential customers.• I have been asked to help assist management with giving advice and support to staff working on telephones dealing with customers banking queries. • I have consistently hit and excelled in performance and sales related targets within this role.

• My main duties whilst working in the leisure industry was performing the role of a lifeguard. • My daily duties involved managing pool activities, identifying possible health risks to customers and maintaining the use and cleanliness of the building. • Although I worked predominately as a leisure assistant, I did work in a few different departments within Parkwood. These included working on reception, instructing in the gym and coaching children's football. • Whilst working within the Gym, my main responsibility was to promote and sell centre memberships to potential customers or existing users within the centre. • The role of receptionist was to greet and welcome customers into the centre, cash handling, taking bookings, set up direct debits and be the main contact for a busy leisure centre. • As a senior member of staff, a few times I did supervise the centre, to cover sickness or other commitments. Supervising a leisure centre involved managing all day to day tasks within all departments. The responsibility covered managing a young team of lifeguards, reception, gym staff, cafeteria and cleaners.