Kendal Ritchie Email & Phone Number

Glasgow, Scotland, United Kingdom

New boutique Estate Agents covering the central belt in Scotland. An estate agency that’s a little bit different - where our personal service comes from the relationships we build with our clients.

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

I am currently based in the sales team for intermediaries where the majority of my time is spent speaking with financial advisors who are looking to submit new mortgage business to Santander or are calling with a difficult case or hitting obstacles with other departments. I enjoy being able to see a case through to the end and I am lucky enough I get to speak with the same brokers to build that relationship and trust. The queries can be so varied no two days are the same. I have learned to… Show more I am currently based in the sales team for intermediaries where the majority of my time is spent speaking with financial advisors who are looking to submit new mortgage business to Santander or are calling with a difficult case or hitting obstacles with other departments. I enjoy being able to see a case through to the end and I am lucky enough I get to speak with the same brokers to build that relationship and trust. The queries can be so varied no two days are the same. I have learned to appreciate the importance of getting the correct information to our brokers first time and setting reasonable expectations for other departments and timescales to avoid disappointment. Show less

Glasgow, Scotland, United Kingdom

I worked in the Santander for Intermediaries admin team for 6 months. Here I learned the basics of mortgages and what goes on at pre completions behind the scenes. I would speak with brokers, solicitors and customers and often have to deal with queries that needed immediate attention with urgent completion pending. It could be quite stressful but very repetitive and felt I needed something more challenging and a job that I could build more meaningful relationships in.

Glasgow, Scotland, United Kingdom

I was employed as a Complaints Telephony Specialist at Santander UK Business Banking. I was responsible for investigating and resolving customers complaints in a timely manner, making sure all notes are clear and correct as per our banking policies and procedures. I often liaise with the financial ombudsman and ensure any response is in line with the FCA guidelines. It was necessary to log feedback on to a share point to help improve our services and prevent similar complaints in the future. I… Show more I was employed as a Complaints Telephony Specialist at Santander UK Business Banking. I was responsible for investigating and resolving customers complaints in a timely manner, making sure all notes are clear and correct as per our banking policies and procedures. I often liaise with the financial ombudsman and ensure any response is in line with the FCA guidelines. It was necessary to log feedback on to a share point to help improve our services and prevent similar complaints in the future. I would have regular meeting with the change team to try improve service and make changes to processes if I had identified an opportunity to do so. In this role I discovered the importance of listening to the customer and ensuring the correct information is provided first time. I would always give customers realistic timescales so they are aware when to expect a call back/resolution and make sure ownership is taken on each and every call to provide the best possible customer experience. Some areas of the business I have training/have worked with are fraud awareness, online banking technical support, card enquiries, mandates new and existing, international payments and change of customer records to name a few. My targets include call handling time, customer acceptance on closure of complaints, risk (following correct security procedures on each call), write off (crediting customers account with funds correctly making sure all references are documented accordingly for checks), in house compliance checks on my complaints, ownership on all calls, money movement limits are adhered to and also workforce management which monitors your sign on/off time and time taken for breaks and lunches/efficiencies. Show less

Glasgow, Scotland, United Kingdom

started at Santander UK as a business banking advisor. In this role I would follow a strict securityprocess and help our customers with their day to day banking needs. I would work towards manydifferent targets to help make sure as a department we were succeeding. Our main focus was to help our customers in a timely manner by meeting our service levels whilst giving the customer the correctinformation. I would often help the business by floor walking - this is a mentor style role… Show more started at Santander UK as a business banking advisor. In this role I would follow a strict securityprocess and help our customers with their day to day banking needs. I would work towards manydifferent targets to help make sure as a department we were succeeding. Our main focus was to help our customers in a timely manner by meeting our service levels whilst giving the customer the correctinformation. I would often help the business by floor walking - this is a mentor style role where I wouldassist our new joiners and deliver training and guidance whilst on the job. Show less