Mandy Fox Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

• Leading and coaching an effective team of 10 accredited staff member who coach analyst to achieve their accreditation.
• Supported the business with Project Neon – Return to appetite plan.
• Driving performance and ensuring key performance is met.
• Achieved Foundation certificate in Active Operations Management.

Edinburgh, Scotland, United Kingdom

• Leading and coaching an effective team of 12 agents who deal with customers in financial difficulty and require forbearance on their mortgages.
• Preparing and articulating business performance to senior stakeholders daily, accepting any feedback and challenges and taking actions to make improvements.
• Conduct quality assurance testing on agents and monthly business controls testing to ensure work is of a high standard and compliant.
• Driving performance and ensuring key performance indicator’s (KPI’s) are met.
• Conducting performance reviews with team members and documenting appropriately using Determined to lead (DTL) material.
• Challenge current process and identify areas that can be improved and simplified.

Edinburgh

• Managing an effective team of collections agents within a highly regulated business area
• Ensuring all team members have a Performance Development Plan and clear objectives linked to business objectives.
• Conducting performance reviews with team members and documenting appropriately
• Proactively running incentives to motivate and drive staff performance.
• Working as part of an effective management team to implement new and more efficient ways to achieve business objectives and customer contact strategies.

Edinburgh, Scotland, United Kingdom

• Keying arrangements to the customers mortgage system
• Challenge current process and identify areas that can be improved and simplified.

Edinburgh, City Of Edinburgh, United Kingdom

• Dealing with correspondence, preparing, and collating information to be sent to the Department for Work and Pensions
• Communicate either face to face or by telephone with applicants, solicitors, and other organisations.
• Amending online application forms sent in by Solicitors using Oracle
• Checking applicant’s income and capital positions and calculating same to establish whether they qualify for Legal Advice and Assistance
• Corresponding with solicitor online and via mail on any additional queries regarding the case
• Set-up and management of databases and monthly quality checks