Supporting TSB's existing Business customers with a variety of their lending and savings needs on a daily basis and delivering money confidence for them. - Strong customer service and. inter-personal skills required to ensure I fully understand each customer's needs. Ability to liaise effectively with other departments to achieve successful outcomes, and strengthen TSB's relationship with their business customers is essential too - Understanding of internal TSB procedures, lending policy and regulatory/risk framework - and keeping up to date with any changes in this area - is essential also to ensure fair outcomes for customers and the bank; the business banking lending environment is regularly changing - From April 2022, I was selected to support with inbound bounce back loan (BBL) calls on a specialist sub-team within wider RM team. I received robust training on recognising complaints, vulnerability triggers, and markers of financial difficulty in order to support BBL customers. This is a highly regulated environment, so to be chosen to take on responsibility was a vindication of my Quality Checking performance. After April 2022, this was opened up to the rest of the RMs within the team

Taken on a brand new role in branch network. This role was designed to support branch closure programme; ensuring changes communicated properly to customers, customers made aware of other banking options available to them and that teams in closing branches were aware of these options too when speaking to customers. From 2021, I will be present in local communities in weekly 'points of presence' and directly managing relationships with some of the bank's most vulnerable customers. I am also upskilled to help customers remotely through telephone and video appointments

Worked in a variety of branches across Edinburgh, The Borders, Lothians and Lanarkshire. Came in with zero professional experience and went through three levels of accreditation to help customers meet their financial goals with TSB. Through these accreditations, I was able to help customers with anything from saving for their children's future to taking out a loan for their dream car. Developed excellent customer service and inter-personal skills through this role