Nathan Young Email & Phone Number

Tonbridge, England, United Kingdom

Sevenoaks, England, United Kingdom

In my role, I initially functioned as an intermediary for customers who did not meet the criteria for car finance through Blue Motor Finance due to their credit profile or history. These customers were then referred to my team, where we collaborated with three lending partners to secure financing through a subprime lender. My primary responsibilities included reviewing up to three potential offers from our lenders and determining the best option for the customer, taking into account factors such as APR, loan amount, and eligibility criteria. I then compiled this information into a detailed email for the dealership and contacted the customer to outline the documentation required for the loan approval. Subsequently, I would directly communicate with the customer to explain the reasons behind their referral to a subprime lender, often related to their credit history over the past three to six years. I presented the most suitable financing offer and guided them through the process of obtaining and submitting the necessary documents. Once the deal was set to proceed, I was responsible for conducting a thorough quality check of all incoming documents to ensure they met the lender's requirements and would be accepted. I also ensured that all administrative tasks were completed, facilitating a smooth transaction for both the dealership and the customer. This included ensuring that the lender had everything needed to process the payment, enabling the customer to receive their new car. Finally, I managed the internal processes within Blue Motor Finance to ensure that the appropriate funds were forwarded to the dealer once the lender had made the payment.

Chatham, England, United Kingdom

In my role as an Expert Complaints Handler at The NatWest Group, I launched my career in banking, initially joining through the Manpower agency before being offered a fixed-term contract in November 2014, a milestone I am proud of. My core responsibilities included engaging with customers to understand the nature of their complaints and the impact these issues had on them, conducting thorough investigations, and determining appropriate resolutions in line with company policies and financial legislation. This role has significantly enhanced my skills in customer service, telephony, administration, and computer applications. I also had to ensure I met FOS (Financial Ombudsman Services) regulations and timescales. Through daily interactions, I honed my ability to communicate effectively and empathetically, ensuring customers felt heard and understood. Additionally, managing multiple complaints simultaneously required strong organizational skills, as I balanced various cases within specific timeframes. This experience has greatly improved my time management and prioritization abilities, enabling me to meet targets consistently while delivering high-quality service. The complaints department I worked in specialised in mis-selling of packaged bank accounts, so I would also have to deal with CMCs (Credit Management Companies) on behalf of customers and a high amount of cases due to the publicised nature of the complaints. We would have to review evidence to ensure if we felt the customer had provided with all the information to make a clear and informed decision. I also dealt with account opening complaints and general service issues throughout my time at The Natwest Group.

My previous working experience is within the retail and customer face-to face environment, working in Next as a Sales and Stockroom assistant. Next allowed me to gain my first experience of working and serving customers, selecting fitting approaches based on different types of customers and learning skills of time keeping, persistence and being friendly and approachable to all.