Keir Jamieson Cii (Mp), Ccbi Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh City, Scotland, United Kingdom

Responsibilities encompassed a comprehensive spectrum of strategic and operational domains. I provided dynamic people leadership, made critical business decisions, spearheaded business development initiatives, formulated and optimised processes, managed end-to-end recruitment processes, and undertook hands-on operations management in collaboration with fellow business partners. Worked as a protection specialist, helping other advisers with more difficult cases and leading them to find suitable cover and recommendations.Alongside the management activities, I would be delivering best-in-class advice, underscored by excellent analytical and research skills, coupled with a meticulous, detail-oriented approach. This commitment manifested in the issuance of high-quality, regulated reports on financial advice, adhering to the stringent standards set by the Financial Conduct Authority (FCA,) with a focus on quality and client-centric outcomes.

Edinburgh, United Kingdom

A team leader responsible for the management and success of up to 14 full time Premier Banking Officers. My team are responsible for resolving and conducting the day to day banking needs of our Premier Clientele, across the NatWest and RBS Premier brands.As part of this role, I am also responsible for the recruiting, on-boarding, induction, and facilitation of training for new staff within the Premier business in Edinburgh. I am part of the Engagement forum with senior mangers, working on creating a better place to work for front line staff, and am currently assisting the new Risk Champion to set up a safe and consistent operating rhythm with regard to risk mitigation in the business area.

Edinburgh, City Of Edinburgh, United Kingdom

Along with a team leader, I am responsible for approximately 16 direct reports in a Premier Banking telephony environment.

Edinburgh, City Of Edinburgh, United Kingdom

Edinburgh, United Kingdom

Protecting the bank and its customers from potential money laundering and other financial crimes. The role involves conducting high level investigations into the accounts held by customers and businesses, to establish criminality, suspicious behaviour or trends that may assist law enforcement in resolving crimes, such as money laundering and terrorist financing.The role involves case management, and writing high quality reports forwarded on to the NCA for use in Law enforcement and crime prevention.

Edinburgh, United Kingdom

Providing suitable mortgage advice to new and existing customers, helping to grow and develop HSBC’s new Direct Mortgages department. The role involves conducting needs based Mortgage reviews to issue suitable and tailored advice, case management, meeting deadlines, networking with specialist roles, creating and issuing regulated financial reports all while providing exceptional customer service.

Edinburgh, United Kingdom

Worked as a complaint handler for HSBC’s retail bank. The role was focused on working on the behalf of Customers who have expressed dissatisfaction towards the Bank. I would deal with Customer complaints from first contact through investigation, to resolution. This role required objectivity make business decisions, case managing, and networking with other specialist departments to ensure the right resolution is being provided to customers. Due to abilities shown in the role, Considered an “all-rounder” complaint specialist, meaning support was given to every specialism depending on business demand.This role required empathy, and exceptional customer service to help rebuild and repair the customers relationship with the firm, and displayed excellent written and verbal communication to ensure my findings were clearly explained to the customer for clarity of understanding.

Responsible for the management, coaching, auditing, development and performance of new colleagues, or colleagues performing below peer average. Helping these colleagues become the best they could be within their role, and supporting customer service representatives in attaining and maintaining competency.Acted as an expert available for referrals and escalations Managing team performance, utilising coaching techniques, adapting coaching styles for each individual and circumstance to ensure the best results. Delivered best in class training to individuals and large groups with varying levels of experience, adapting the material to be beneficial for all audiences. Nominated for the people’s choice awards, and the HSBC wide awards for success in this role.

Edinburgh, United Kingdom

During an extended Team Manager absence, took over the full management of a team of front line CSR’s in a direct sales environment. This was a progression as the amount of colleagues lining into the position increased to between 12-15. During my time in charge of the team, responsibilities for auditing, coaching and development were maintained, while also supporting the teams absence management, performance management and supported in their personal needs.While leading this team, a motivated and competitive environment was created that helped improve team performance. Congratulations from senior management was received for stepping into this role at short notice and increasing the teams performance, both with regards to sales, but also customer service levels during tenure.

Edinburgh, United Kingdom

Responsible for a team of new starts during their first 3 months within the business. Responsibilities included group training and refresher sessions, one to one coaching, auditing, and general support and management. Exceptional coaching and people skills were required in this role, as the business relied on these skills to develop team members into successful confident colleagues within a short period of time.

· Dealing with the customers requests at the first point of contact viatelephone, post or electronic mail, regarding their banking needs.· To be clear polite and professional as the first point of contactwith the customer· To service the customers account as efficiently as possible.· Investigate and rectify complex issues within the customers bankaccounts.· Personally respond to customers requests in written format.· Organise and efficiently file customer contact, and records.· Organize the stock and ordering of stationary for a team of 10 ormore.· Call coaching standards are adhered to and achieved.Continually consider the FSA’s principles of treating the customer fairly· By keeping up to date with any changes to procedures and legislationaffecting customers, through regular reading of product literature. Therebyable to act as a referral point for CSR’s.· Ensure that the Data Protection Act is adhered to at all times, onall calls, and communication

· Dealing with the customers requests at the first point of contact viatelephone, post or electronic mail, regarding their banking needs.· To be clear polite and professional as the first point of contactwith the customer· To service the customers account as efficiently as possible.· Investigate and rectify complex issues within the customers bankaccounts.· Personally respond to customers requests in written format.· Organise and efficiently file customer contact, and records.· Organize the stock and ordering of stationary for a team of 10 ormore.· Call coaching standards are adhered to and achieved.Continually consider the FSA’s principles of treating the customer fairly· By keeping up to date with any changes to procedures and legislationaffecting customers, through regular reading of product literature. Therebyable to act as a referral point for CSR’s.· Ensure that the Data Protection Act is adhered to at all times, onall calls.

Cf1, Uk Financial Services, Regulation & Ethics

Professional Chartered Banking Certificate, Banking And Financial Support Services, Accredited.

Cf6, Mortgage Advice

Svq, Customer Service Management, Level 3

Theme: Impression and Image Make Customer Service Personal Go The Extra Mile In Customer Service Deal With Customers In Writing.

Svq, Customer Service Management, Level 2

Mandatory units Theme: Impression and Image Give customers a positive impression of yourself and your organisation Promote additional.

Education record