- Coordinating departmental workload.- Investigating and analysing ongoing issues to ensure the priorities and focus are correct.- Reviewing any regular department alerts and reports, and completing the necessary actions following this. - Supporting the supervisor and management team in completion of ad hoc tasks and projects.- Completing any ad hoc or release testing.

Carrying out proactive testing to ensure products are working as expected, with an increased focus in this area at peak business times.Completing reactive testing to replicate customer issues and determine the variables impacted.Investigating, identifying and documenting customer and operational issues raised as a result of customer contact or in house testing.Providing excellent service by resolving customer’s technical issues affecting all of our products and services.

Using root cause analysis to resolve customer's account issues. Clearly communicated with customers about company policies, procedures and guidelines.Ensured the quality of all customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met.Actively listened to the customer, identify their individual needs, review customer accounts to resolve with a ‘Right First Time’ approach.Promoted online account services, increase Direct Debit payments and value added services.Met own objectives and Key Performance Indicators. Supported the delivery of the contact centre performance targets and initiatives.Identified opportunities and drove improvements and efficiencies within operational processes, with the aim to improve service delivery and the overall customer journey.Identified, acknowledged and recorded customer dissatisfaction and complaints and escalated to Team Leader if unable to resolve.Account management of larger companies.

Customer service within business team.Contacting customers via telephone and email. Communicating with office staff as well as in house banking staff. Created mandate forms to allow customers to access their business accounts. High accuracy while generating forms.Fraud awareness.Keeping up to date with bank changes on a day to day basis.General customer service duties. Problem solving and complaints handling.

Awareness campaign advisor for the National Apprenticeship Service.Communicating large amounts of information to businesses. Keeping to targets.

Underwrite loan applications within lending criteria and funding partners guidelines by making quality lending decisions and articulate them fully.Being alert to the risks attributed to an application ensuring that the loan is both suitable and fit for purpose.Recommending appropriate mitigation of risks where possible.Ensured that key principles are adhered to, in full, throughout the processing of the application. Recommending alternatives where necessary as the loan process progresses.Followed and kept up to date with current best practice and regulatory requirements in line with company training.Ensured communication between internal departments and with external partners is clear and concise at all times.Was responsible for all underwriting queries and resolution of issues.

Managed a caseload of 160 service users.Maintained contact with service users on a weekly/monthly basis via telephone andletter.Wrote Court reports to a high standard for court proceedings.Managed risk for individual service users after leaving prison and on a routine basis. Motivational Interviewing.Handled challenging situations.Helped service users complete their court mandated sentences.

Handled customer complaints. Handled customer inquiries from all over the UK. Lead role in M-Ticket service - Handled refunds, creation of new processes.