Sandra O'Rourke Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Manage a portfolio of Intermediate Mortgage Brokers delivering an excellent customer service at all times.Provide advice and guidance on all Dilosk related financial products using expert marketing understanding and developments to offer best possible customer advice.Engage with key stakeholders to ensure a positive customer outcome and enhance company.

• My core responsibility as Inspection Manager was to manage the relationship with the Central Bank of Ireland. Key objective was to ensure all requests from the CBI were met in a timely and professional manner and this.
• It was my responsibility to give regular updates and feedback to the UBIDAC Executive Committee and Board through Executive Sponsorship Groups.
• In addition to managing CBI Inspections, I was also responsible for the Management of the Covid19 Inspection. Work involved during this time was chairing weekly working group calls, ESG papers and meetings.

George's Quay Dublin 2

• The delivery of a discrete and complete private banking service to Private Clients.
• Relationship manage a portfolio of High Net Worth customers with a view to maximizing income and increasing customer utilisation of the Banks products and services.
• Provide a comprehensive financial profiling service to these customers, analyze their needs and maximize sales opportunities by offering solutions from the full range of Bank and Group products and services.
• Maintain full awareness of the local market and competition.
• Collaborating with key stakeholders within the RBS Group through introduction of new clients from business and corporate banking teams.
• Acquire Grow and Retain quality revenue for group.

• Designed sales support literature for 100 branches in the retail network to use for external business development opportunities.
• Presented the ‘Banking at Work’ scheme & represented the bank country wide at executive meetings to corporate bodies and organisations.
• Negotiated service level agreements with branches & marketing dept to ensure top levels of service were delivered to those bodies involved in relation to the ‘Banking at work’ schemes
• Organised monthly meetings with key stakeholders in the Bank to deliver MI & review and improve proposition when appropriate
• Organised measurable meetings between branches and their localised business centres and corporate colleagues to ensure synergies across all divisions to the bank were maximised.

George's Quay

• Introduced the concept of relationship banking to all existing and new clients of George’s Quay branch, offering a ‘Private Banking’ service at all times.
• Responsible for achieving/exceeding sales by increasing the number of products that our customers have with Ulster Bank, coupled with identifying new business and referring business to other areas of the Group.
• Continually improving our customer service through staff observation, customer transaction calls, mystery shoppers and weekly service review meetings.
• Ensure that all of the Banks systems, procedures and controls are adhered to in all aspects of the Branch.
• Develop all staff in the Branch through use of coaching, one to one's, Performance Excellence Framework and Performance Development Plans. Enhance and maintain excellent working relationships with other areas of the.
• Deputised as required for Area Manager, taking responsibility for the sales performance of a team of 6 Retail branches with specific focus on mortgage, personal loans and deposit growth.

College Green

• Instrumental in changing the Branch culture to be more sales focused.
• Managed and coached a team of 65 staff with a strong emphasis on customer satisfaction.
• Devised formal training and development plans for staff on a quarterly basis.
• Co-ordinated the daily administration of the mortgage loan book (Residential and Investment) which included reviewing security documents, reviewing valuations, paying professional invoices.
• Presented Ulster Bank mortgage packages to various businesses and HR Departments, always adhering to regulatory requirements.
• Liaised with Marketing and Group Audit to ensure all advertising materials complied with legislative requirements.

Liffey Valley Branch

• Ensured all Mortgage and Loans targets were achieved and pipeline proactively managed, resulting in Liffey Valley being the Number 1 First Active Branch 4 years running.
• Managed the implementation of various schemes and initiatives to increase mortgage and cross sales opportunities.
• Coached and mentored Branch Staff.
• Worked with Branch Manager to ensure ‘team’ ethos was evident throughout the branch.
• Ensured hit rate on related products was at least 70%.
• Process mortgage applications efficiently and accurately ensuring audit procedures were adhered to.

Sydney, Australia

Diploma In Financial Advice - Qfa

Education record

Effective Personal Productivity

Education record

Professional Certificate in Consumer Protection Risk, Cultural & Ethical Behaviour in Financial Services

Professional Certificate In Mortgage Practice