After working for 30 years behind a desk I decided to leave the financial services sector in 2018. I completed a community coaching course in 2018 / 2019 with Meath Local Sports Partnership. I successfully qualified as a community coach and I am now qualified to coach in the following area’s, Community Walk Leader, Activator Pole Walking, Olympic Handball, Basketball, Hockey, Athletics , Futsal, & Walking Football. I assist the Meath Local Sports Partnership from time to time on a contractual part time basis in facilitating multi sports programmes and fun related activities for children between the ages of 6 and 12 years. I also volunteer in my local athletics club and I currently coach the senior athletes and I have coached participants in the couch 0 to 3k & 5k walk to jog programmes.

Negotiate with customers, third parties and identify / implement restructuring solutions that allow the customer to return to solvency. Ensure full compliance standards are met with Consumer Credit Act 1995 & all other Regulatory / Legal requirements while dealing with customers in arrears. To maximize recovery, minimize arrears and protect the Banks retail portfolio and at the same time assist the customer in helping them get back on track whereby they can meet their mortgage requirements. Undertake and deliver on delegated business-relevant tasks including Project participation where required Write credit papers with recommendations and present to the senior credit committee setting out rational for decision reachedFollow up on restructuring solutions implemented and ensure customers are delivering on objectives agreed at outset

Conduct high quality personal financial reviews with customers and identify current and future financial needs for them based on information provided.Complete mortgage applications with customers, analyse and review documents for suitability for mortgage, if suitable prepare and write executive summary with recommendations for the attention of the Mortgage Credit team.Refer potential customers to the Financial Planning Manager for Protection, Investment and Retirement planning needs.Maintain and manage existing mortgage pipeline to ensure customer service level agreements met and exceeded and ensure objectives reached for mortgage drawdown target set at beginning of year.Complete full financial reviews with customers, discuss goals and objectives with them and based on recommendations made, proceed to open new current / savings accounts, new and existing overdrafts and apply for personal loan applications.I was also actively involved in business development for my branch and conducted a number of site visits to local business within the community on a regular basis, IBM and Blanchardstown Hospital were just two of such, resulting in a number of high quality mortgage leads been generated from these visits. Coaching for performance was very much part of my day to day job, I was heavily involved in staff training and development in the form of staff observations and role playing with the ultimate objective to increase overall customer satisfaction and sales for my branch.

Manage a portfolio of cases to ensure that KBCI recovery is maximised and ensure a creative solution is put in place for the customer. Working closely with the Legal Team, the Permanent Closure Team and Credit Team to ensure enforcement actions are progressed in a timely manner.Reviewing and verifying clients Standard Financial Statements and make recommendations to the Underwriting team for possible customer resolution which, which can be of any of the following;1) Term Extension2) Interest Rate Reduction3) Interest & Part Capital Repayment4) Capping Arrears5) Split Mortgage Options6) If mortgage is not sustainable issue appropriate correspondence to borrowerPrioritising cases with particular attention being given to higher risk cases to reduce the risk of loss to the company.Contact borrowers directly to make arrangements to ensure customers are in a position to meet their mortgage requirements and if not assist them with a number of solutions and options. Ensuring all dealings with borrowers are in line with KBCI Customer Charter and all appropriate Codes and Legislation are followed. I also work in the Personal Insolvency Team and have responsibility for the administration of Personal Insolvency Arrangements and Debt Settlement Arrangements from start to completionI also draft and submit Personal Insolveny Arrangement credit papers with my recommendations to the KBCI Credit Commitee for consideration

I managed a team of 7 staff in my branch. As well as managing the day to day activities of a branch I also performed other duties which consisted off the following;1) Met with customers to review their existing mortgage arrangements and set out options and solutions for them going forward in relation to their mortgage repayments2) Responsibility for retaining and growing the deposit capital balance book for the office3) Conducted fact finds with customers and risk profiled their appetite to savings and investments4) Made recommendations to customers based on their risk profile and produced a financial review report setting out options and solutions that best suit their needs 5) Identified protection and retirement planning needs opportunities for the Irish Life Adviser from those meetings6) Was involved in a local B2B group where I was able to source and identify news business leads for my office7) I was involved in organising and facilating mortgage and retirement information seminars for customers and local business people8) Conducted site visits to local shopping centre to promote the EBS brand and it's selection of product offerings9) I qualified as Mortgage Arrears Specialist in 2011 and was the dedicated MARP person for the office10) Successfully passed all internal Audits within EBS during my time there11) Strong capabilities in developing financial plans, objectives, budgets and forecasts and ensuring that all the team knew exactly what their role was in helping to meet and exceeding targets as agreed by Senior Management

Led and managed a team of 14 staff effectively. My main responsibilities were;1) Coaching staff to allow them grow and adapt their behaviour into a world that is all about change and transformation 2) Motivated staff to help them recognise their highest potential3) Strong track record in actively been pro-active in promoting business development within the local community4) Lucan office had a strong track record of promoting a sales and service culture where by cross sale opportunities were identified for other group products within the branch network5) I was actively involved in local B2B networks where by I enjoyed great success in building key relationships across a wide spectrum of clients6) I also deputised for Area Manager in West Dublin region on a number of occasions. During that time I would have had responsibility for 12 offices which employed over 110 staff7) Assisted the Retail Training Academy design team design a new Retail Branch Manager programme for Ulster Bank Group in 2007

• Setting sales objectives and targets for staff• Observing and coaching staff to help them exceed their own expectations in delivering superior customer service.• Monitoring KPI’s weekly and providing feedback to management and staff on performance of branch.• Taking part in regular customer service focus group’s to seek feedback on branch overall service standards.• Help out in the branch when necessary and provide valuable support to the key product champions. • Organise off site visits to companies within the local community and help promote the branch and it’s products. Increase overall awareness of what BOI has to offer our customers.