Robert Pole Email & Phone Number

Leicester, England, United Kingdom

Responsible for ensuring the mortgage companies and advisors that are a part of our mortgage network comply with the FCA’s regulatory requirements and policies. To monitor compliance with guidelines, laws and regulations.Inspecting financial documents and highlighting any irregularities or areas of concern in respect of an advisor’s financial position which may have an impact on their role or the ability to perform it.Keep up to date and understand any existing or new regulations, record any findings to follow up and resolve with management, investigate irregularities and escalate areas of concern.

Leicestershire, England, United Kingdom

Responsible for online queries with customers regarding the impact of Covid on their individual products and other financial queries/issues.Receiving and responding quickly, directly and concisely to customer queries and keeping up to date with the changes and new products and services we provide due to this difficult time.Supporting customers with their Mortgage, Personal Loans, Credit Cards and Car Finance queries and giving assistance to keep customers happy and successfully solve any problems that may arise.Able to engage and proactively identify customer needs and inform customers regarding new features and functionalities we now offer.This role also requires the ability to multitask and handle multiple chats quickly and work through several problems simultaneously and effectively.

Leicester, England, United Kingdom

Responsible for responding to application referrals and underwriting mortgage applications in accordance with lending policy.Making sure the application package is complete, reviewing and verifying loan applications, the customers employment and any supporting income documentation, analysing loan risk and requesting additional information as necessary, Calculating debt to income ratios from financial statements, to determine eligibility for the loans whilst evaluating high risk transactions by making the necessary investigations.Credit checking, property checks and making loan eligibility decisions, approving or rejecting applications as well as reviewing and specifying loan conditions.Ensuring compliance with regulatory standards and company policies and guidelines

Leicester

Fully CeMAP qualified and the first point of contact for all new and existing mortgage customers for all aspects of our mortgages to arrange new mortgage applications, further borrowing options, mortgage contract variation applications and also change of borrower options, as well as retaining customers that are due for mortgage renewal.As per my previous roles I am already currently winning awards in this role due to my ability, performance and desire to succeed. To be able to determine a customer’s eligibility for our mortgage product options, by completing key income checks and full affordability assessments to ascertain their financial situations and ability to maintain payments for new/existing mortgages, I deal with all types of customers and their income streams, including self-employed, limited companies, partnerships, full and part time employed and also customers claiming certain benefits.To be able to communicate to all types of customers and have the ability to explain the mortgage process and the options available if a customer does not fully understand is a strength that I believe is very important to be successful in this role. Adhering to company policy on the mortgage products offered whist ascertaining customer quality and risk levels for each customer, also adhering to full customer security and protection of sensitive customer information.Providing an enjoyable customer journey from start to finish by having a detailed understanding of the mortgage home buying process and an in depth knowledge of mortgage products, processes, policies and financial services.Following up potential customer leads to increase business productivity is also a big part of my role.

Santander Select is a premium service available to our valued select customers and is the highest level of service the bank has to offer.Provide a first class customer experience in a complex working environment and be their main point of contact whilst building an understanding of their financial needs.Excellent attention to detail needed and a first class knowledge of our financial services and products.Deal with all aspects of their financial needs from very high value transactions to international payments or putting holiday flags on cards whilst they are away.As well as helping customers that are currently abroad with solutions to their financial needs.Also undertaking various referrals such as putting eligible customers through to our mortgage department to discuss mortgages or further lending options.And taking ownership by resolving any complex issues that may arise in any financial aspect.

Leicester, United Kingdom

Undertaking inbound/outbound sales calls from large businesses to discuss rates for their various commercial sites which are in the renewal window for gas and electric. The majority of customers that contacted us had already found cheaper prices elsewhere and were looking to leave. I was regarded as one of the top agents in this role. To negotiate prices and length for new contracts with the customer for them to stay with us at a price that they and British Gas Business are happy with and a view to gain more and repeated business from the customer. I was handpicked for this role due to my excellent sales and negotiation capabilities and a career record that shows outstanding achievement of sales and understanding customer needs. Targeting only our high value customers via inbound and outbound calling. To agree new rates for all our products whilst generating the maximum business margins and profits (with a personal sale value that exceeded millions of pounds.) Promote and cross sell other BGB products and services which best suit customer needs and formulate lasting relationships with existing and new customers.This role also dealt with complaints and reaching a mutually beneficial agreement to resolve that complaint in the quickest timeframe possible.

Directly responsible for the day to day account management of a B2B portfolio which contributes approximately £10million revenue and over £1million operating profit for the company. Implemented sustainable growth through cross selling and acquiring new sites to add to the customer’s current portfolio. Assisting customers with correcting bills, gaining meter reads, fixing faulty meters, payment plans, credit solutions and many other various issues that occur. With an excellent commercial acumen and deep insight into the products and propositions offered by British Gas I was also able to offer energy solutions that match their business needs for gas and electric. Using my customer service experience I built mutually beneficial and profitable relationships which generated customer loyalty. My aim was to completely eliminate service issues and resolve the query in one call. Also responsible for reducing debt provision through collection and increasing direct debit payments. An excellent understanding of customers’ accounts to provide energy efficiency advice and promote energy services whilst directly resolving issues at the first point of contact.

Leicester

This role was focused on negotiating new contract terms with clients who have signalled their intention to transfer their electric/gas supply away to another supplier when their existing contract with British Gas Business expires. This department is one of the most challenging within British Gas as the clients I spoke to had already agreed and taken steps to move their current supply to another provider. I was again considered to be one of the top agents in this team. The role consisted of contacting the client (and brokers on behalf of clients) and attempting to retain the business by negotiating new contract terms and price to stay with us which is suitable for the client and also gaining the maximum possible revenue for the business. This was an outbound call role to communicate through a variety of channels predominately telephone, internet and written correspondence when required. The role also involved speaking to various clients who have outstanding debts on their business account and to provide options and ways to reduce the debt by setting up payment plans. To be able to recognise opportunities to upsell/cross sell and promote additional products to maximise revenue. Since becoming a member of this team I had exceeded the targets set month after month gained numerous awards for performance and sales and was continually one of the top performers in this role.