Experienced Lending Support Officer

• Managed cases for ~50 clients a day.Adhered to procedures, laws, and regulation, and ensured a high standard of service.• Case resolution in response to client complaints related to errors made by the bank.• Proactively tracked and actioned progress of case resolution by adopting the ‘Taking Ownership and Follow-Up’ best practice (e.g. scheduled follow-ups to ensure successful completion of money transfers or refunds for clients.)• Liaised fluidly with colleagues within my own and other departments to conduct thorough research and attend to client needs. • Assisted all other departments by under-taking administrative tasks (e.g. amending account detail ad-hoc and archiving case notes for record-keeping.)• Utilise back-office systems quickly and accurately to manage client accounts.

• Showcased teamwork and collaboration skills in carrying out essential administrative tasks quickly and actively encouraging colleagues, which contributed to the effective functioning of a 60-person-wide department. • Produced Certificates of Interest, updated addresses, completed Land Registry searches, investigated returned mail (which may have been a breach of T&Cs), and verified customer data for anti-fraudulent purposes.• Implemented manager’s instructions well to complete daily work tasks, engaged in team meetings, took meeting notes.• Handled inbound/outbound calls in a professional and friendly manner, to resolve account issues. Took initiative to improve the customer journey and was awarded the “Delivering Legendary Service” by my manager, as a result.

• Tended to customers’ needs on a daily basis, in a respectful and courteous manner. Was knowledgeable and helpful.• Cooperated with my team and managed priorities on the fly in order to ensure store targets were met. I flexibly alternated between roles throughout the day as necessary e.g. floor work and serving queueing customers, • Worked independently on tasks by taking initiative and utilising problem-solving skills, allowing management to focus on more paramount issues and the smooth functioning of the store.• Mitigated colleagues’ conflicts related to workload issues by suggesting fairer ways to share the workload.