• Management of the mortgage department, overseeing all operations and ensuring compliance with regulatory requirements.• Engaging with clients from initial enquiry to mortgage completion, providing expert advice and support throughout the mortgage journey.• Negotiating with lenders and third-party providers to secure the best possible terms and outcomes for clients.

Independent Customer Experience ConsultantBank Remediation Project – Communications Workstream  Design, delivery and implementation of the Query Management and Complaints Management functions Devise training material and train both Query Management and Complaints Management teams Manage and mentor the Query Management team and deal directly with customer escalations Engage with third party providers to ensure all facilities were in place for both teams

Offering expert advise on all financial products including mortgages, life assurance, income protection, pensions and investments. I specialise in offering financial advise to the LGBT+ community.Please feel free to contact me for a confidential chat at anytime on 087 6993668, john@capitalfinancial.ie or directly on Linkedin.

• Ensure adherence to Consumer Protection Code (CPC) timeframes for all new complaints and appeals received. • Work with Customer Service departments to ensure their areas are fully aware of CPC requirements for complaint handling with a view to reducing CPC breaches.• Carry out regular complaint handling presentations with Customer Service teams.• Dealing with complaints that are communicated via Social Media/Marketing Dept• Work with people in the team to help them to meet… Show more • Ensure adherence to Consumer Protection Code (CPC) timeframes for all new complaints and appeals received. • Work with Customer Service departments to ensure their areas are fully aware of CPC requirements for complaint handling with a view to reducing CPC breaches.• Carry out regular complaint handling presentations with Customer Service teams.• Dealing with complaints that are communicated via Social Media/Marketing Dept• Work with people in the team to help them to meet their full potential in terms of development, productivity and service delivery • Provide leadership to the team and implement initiatives to improve service• Support the team to achieve quality standards and ensure the relevant coaching models are in place.• Assist in the preparation and analysis of management information in line with the longer-term planning for the department e.g. forecasting • Meet with key stakeholders on a monthly basis to discuss and analyse complaints, trends and the root cause of complaints.• Identify trends and carry out regular Root Cause Analysis with a view to reducing likelihood of complaints.• Anticipate potential issues and complaints through on-going review and monitoring of markets and service and operational issues that may give rise to future complaints. • Work closely with Legal & Compliance Team and the Senior Management Team – arranging Senior Management Team meetings to review complaints where required• Develop relationships both internally and externally with Sales, Brokers, Operations Functions, Marketing, Product Development, and Technical Services. Show less

• Manage the daily workload and distribution of workload across the team to ensure business objectives are achieved• Manage the challenging deadlines concerning Appeals and Complaints which must be adhered to under CCMA and CPC • Maintain comprehensive MI for Internal and Regulatory reporting purposes • Provide ongoing support to the Head of Complaints and Appeals to ensure all team functions are achieved • Ensure full compliance with all internal and external legal and… Show more • Manage the daily workload and distribution of workload across the team to ensure business objectives are achieved• Manage the challenging deadlines concerning Appeals and Complaints which must be adhered to under CCMA and CPC • Maintain comprehensive MI for Internal and Regulatory reporting purposes • Provide ongoing support to the Head of Complaints and Appeals to ensure all team functions are achieved • Ensure full compliance with all internal and external legal and regulatory requirements and create an environment where compliance responsibilities are fully understood, actively adhered to and thoroughly monitored. • Keep the team informed of new strategy initiatives within the MARS Unit to anticipate potential objections from the customer base. • Identify problems/issues that may threaten the achievement of targets and provide effective timely solutions i.e. ensure best practice standards are adhered to at all times• Continually seek and implement opportunities for continuous improvement to the Complaints and Appeals process• Oversee required training and feedback sessions within the team and outside of the team to ensure continuous improvement• People Management - Ensure that individuals are properly trained, coached and performance managed in accordance with training and competence requirements.• Engage in goal setting, personal development plans (PDP) and performance reviews for the team.• Ensure ongoing development of individual team members through training/feedback/coaching and ensure succession planning in placeEnsure MCC and Fitness & Probity requirements are met by team members and ensure the registers are kept up to date Show less

The underwriting of arrears and pre arrears clients requiring mortgage restructures to daily targets  Preparation of credit paper for presentation to the credit committee … Show more The underwriting of arrears and pre arrears clients requiring mortgage restructures to daily targets  Preparation of credit paper for presentation to the credit committee  Evaluate and access clients individual SFS and supporting documents.  Face to face meetings with clients and third parties to discuss arrears , payment options  Fully comply with CCMA & MARP in all dealings with clients Achievement of monthly targets in relation to ‘call listening’ & CCMA review Additional project work on ‘Outreach’ programme to engage clients with a view to restructuring mortgage. Show less

 Selling, processing and completing all residential and commercial mortgages  Achievement of individual and group sales targets on full range of products  Cross selling full range of associated insurance products Dealing with clients experiencing mortgage arrears and payment problems Negotiating payment options and loan restructuring with mortgage lenders  Ensuring all files and procedures were fully compliant from a regulatory point