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 reputation.Developed & maintained 50+ Broker relationships to drive sales & service.

● 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 was achieved through a project management style approach across UBIDAC & NatWest. ● 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, coordinating and attending CBI sessions, engaging with key stakeholders to ensure all trackers and MI were submitted to the CBI on time.

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.• Grow my profile with multi national and local businesses – both within UB and beyond.• Take personal responsibility to understand and comply with all risk governance frameworks, policies and procedures related to my role.• Take responsibility for maintaining personal and professional development, competence and behaviour of self and junior team members.

● 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 Bank to increase the profitability of the Group. • 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.• Prepared all loan documentation from application to drawdown stage and presented quality lending reports to the credit team for approval.• Maintained excellent working relationships and environment throughout the group through effective communication• Ability to spot and manage talent, which has helped me in my “succession planning”. • In 2010 and 2011, George’s Quay was the number one Branch in the country regarding income generated. • Worked closely with Corporate and Business Banking to pro-actively increase sales and develop private banking relationships.

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.• Met regularly with the Bank’s surveyors to discuss the Bank’s expectations and build and maintain relationships.• Involved in a pilot Business Banking / Retail Banking referral scheme which was rolled out to the network. • Concerns and complaint management is a key personal attribute, as evidenced by increased customer satisfaction ratings.• Pro-active business development was a key feature of this role• Developing relationships with external referral partners for both retail and commercial products

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.• Ensure a top class service was delivered at all times.

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