I am responsible for delivering for Aldermore’s products and propositions on both Residential & BTL basis to intermediary’s within the Central Region

To support the Business Development Managers by delivering exceptional customer service to a new and existing broker base. To handle incoming calls, provide criteria information to brokers and transfer quality leads through to the relevant Business Development Manager. Providing exceptional service during all broker interactions – ensuring the end to end process is efficient, standards are met at all touch points and information is provided in a professional and effective manner.As part of the residential mortgages business development team, I deliver an effective telephone relationship management service.To act as an ambassador of the organisation’s values (REDS) – Reliable, Expert, Dynamic and Straightforward and to demonstrate the associated behaviours at all times.Handle incoming residential and buy to let mortgage enquiry calls, providing an excellent broker experience.Increase knowledge and awareness regarding Aldermore products and services.Triage all calls and redirect to the appropriate broker where required.Delivery of key business messages to brokers. Proactively & reactively including basic information gatheringRetention of broker records and update onto a bespoke system.Assist brokers with queries.Resolve Broker complaints adhering to the company guidelines.Ad hoc duties at the request of the team Manager.Support all departments within residential mortgages as required in line with business needs.Take a proactive approach to solving problems and reviewing processes as necessary, to ensure that any service problems encountered are brought to the attention of the management team.Understand and embrace the principles of Treating Customers Fairly (TCF) at all times.Achieve, maintain and develop own levels of competency and skill. Seek out opportunities for learning.

Good communication skills with a professional approach to clients/customers.Ability to solve problems and pay attention to detail. Ability to work independently and manage own case load.Analyse risk and develop sound judgement in the management of matters.Prioritise work efficiently and effectively to ensure client service level agreements and deadlines are met.Manage a group of team members providing strong supervision, assistance in prioritising work and maintaining service level standards and day to day support.Deal with HR and administration issues relating to team members.Work with other team supervisors and team managers to promote high performance within the team, measure compliance and customer/client outcomes.Ensure that client relationships are maintained at all times and developed where possible, supporting client development initiatives/events as appropriate. Comply with the procedures of the business as set out in any core materials, manuals and training materials. Comply with the relevant training as required by the business.

Managing and delivering an excellent dedicated support to the Commercial Banking Centre's and our Corporate Customers to ensure completion of all loans are delivered and keyed in a professional manner. Authorise payments and suspense entries to ensure accuracy and appropriateness of payment method is completed successfully for the customer and the business. Working to tight deadlines whilst ensuring all work is completed efficiently and accurately to ensure the customer experience are met. Excellent communication skills with internal and external stakeholders. Requesting of Management and Annual Accounts, to analyse data and report as appropriate. Completing of complex offer letters, obtaining valuation quotes and completing valuation letters. Managed a team of business sales customer services advisers for a range of skills from Business Insurance, Personal Referrals and Savings Accounts. I lead, developed, coached and motivated employees to ensure they where aware of and capable of delivering their responsibilities and to ensure the creation and maintenance and of an effective working climate and continuous improvement ethos.

Providing administrative support for 17 Corporate Banking Centre’s (CBC’s) for duties including complex offer letters for loans and overdrafts, valuation quotes, valuation letters, gathering information for customer audits. Requesting of Management and Annual Accounts, to analyse data and report as appropriate. Completion of the Credit Risk Tool for the new Anti-Money Laundering (AML) procedures for new accounts and for any change of signatures

Working within teams, acting as a first point of contact for the Bank’s business customer to assist in day to day banking transactions and general administration. Acting as a CHAPS (Clearing House Automated Payment Systems) clerk within the department processing and also authorising and releasing high value payments from the Bank. Dealing with customer queries and ensuring their prompt resolution.

Manage a team of business sales customer service advisers for a range of skills from Business Insurance, Personal Referrals and Saving Accounts. Driving and delivering an excellent customer experience through coaching, call monitoring and undertaking robust one to ones, setting CSMART actions (Challenging, Specific, Measurable, Achievable, Relevant Time-Bound) to achieve agreed targets across varied skill sets. Carry out all required team management and administrative activities, including performance management process and action on individual performance issues and adhere to disciplinary procedures/HR Guidance. Maximising utilization opportunities for advisors to develop individual skills whilst ensuring relevant regulations are being maintained.Plan, organise, control and monitor the activities of the team to optimise resources and oversee their work so that the Team maximises its performance against all relevant targets and standards and oversee their work so that the Team maximises its performance against all relevant targets and standards.Managed and increased team to high performance through change in management whilst also providing support and coaching to develop performance of individual team members. Demonstrated by team achieving 55% above target for Sales and an exceeded call rate of 85%.

Working in the Bank’s Central Support unit for Personal Banking Network as a member of a team that provides full support to internal business customers.

Full support role for administration for the area and dedicated support role to all procurement Facilities and Management.

• Duties included• Supporting a designated Manager• Control of daily delinquency queue for various business accounts• Business Lending mandate of £250K with 50 accounts to manage• Preparing application for loans and overdrafts.