Department start up. Selling printer consumables to end users.

This was in a dedicated team to deal with all complaints and enquires for the bank. I dealt with customers, their representatives and 3rd parties on a daily basis and the aim was to always resolve the problems or concerns at the first point of contact. Being a Subject Matter Expert involved, coaching which was both side by side and also remote, supporting all members of the telephone team also the Team Managers when the need arose, sharing my vast product knowledge and experience so that they could deal with their customers complaints, queries efficiently and smoothly. This role also involved training new members of staff both in a classroom environment or 1-2-1 training in the business area. Other duties here was to get together training packs for the new starters, and making sure that the training room had all I needed to ensure that all aspects of the training were covered.

As a Collections agent my main area of focus was to make outbound calls to chase customers in arrears on their credit card, bank account, personal unsecured loan and for mortgage payments, educating and rehabilitating customers who continually default payments. I had to use these skills to obtain the highest payment to bring accounts into current state as well as being able to explain financial implications to customers and advise of consequences and benefits on account of keeping account in good standing. The greatest challenge being the ability to deal with customer difficulties and diffuse situations. I also dealt with external agents on accounts that had gone through the collection process, and being responsible for the short settlement of outstanding debt that had previously been written off thereby bringing in profit for the company. I was responsible for setting up new states for these accounts and was then able to supply the management information needed to keep control of these accounts. I always reached my targets and was rated as highly effective at most of my year end appraisals. Experian system was also used to trace customers who had moved from the address held on file.