•Processing data through large excel spreadsheets•Has the responsibility of quality of own work and to check others•Liaising on a regular basis with clients and payroll departments•Answer technical/mileage queries helpline through email and telephone•Providing accurate data to be processed through client payrolls•Understanding of HMRC guidelines for business and private mileage rules•Completion of compliance checks for mileage logs and advise clients of inaccuracies and to provide guidance as appropriate • Processing & calculation of tax/car change to ensure payroll is corrected to cover tax liability

Carrying out and completing allocated audits to ensure that all telephone activities undertaken are completed to the required standards that are set by the Financial Services Authority and the ING Direct itself.Created guides and framework to conduct end to end audits on the collections department this was to be used and implemented for other departments within the business. Role focuses on root cause analysis and recommending improvements to the underlying Mortgage Department control environments on a monthly basis. The role requires open lines of communication to compliance operational risk and management to ensure all Regulatory compliance and mandatory controls are adhered to and built into any new or existing processes.

Involved the servicing of customer mortgage accounts, dealt with a wide range of requests from making over/underpayments, capital repayments and also if the customer wants to extend their term or change to interest only. I also spoke to prospective customers who are thinking about getting a mortgage with us, I would have to check that they met the minimum requirements, met affordability and would discuss product information.

CSA within the ING direct savings family. I was the first point of call for savings customers with queries about this savings account. This role entails every aspect of customer service, such as moving money, updating personal details, opening new accounts and customer retention.I constantly exceeded the targets that were set for me, and due to my success I was often asked to help the security and support team when they need extra resources. I also completed a six month secondment on security and support which I thoroughly enjoyed.

This position was dealing with customer's enquiries as the first point of call, which meant ensuring that a good first impression of ING Direct is provided by answering calls promptly and professionally. On occasionally dealing with disappointed or frustrated customers in an empathetic manner while explaining the reasons behind any waiting times or refusals on their applications whilst making sure that any relations with this customer remained intact.

CheckoutsClothing DepartmentMusic & Video DepartmentDuties included: Stock ControlCash HandlingKeeping areas clean and tidyMerchandisingCustomer Service