Therese Coleman Email & Phone Number

Bankcentre, Ballsbridge Dublin

• Implementing, maintaining and evolving an infrastructure within AIB Mortgage Bank to measure services• Building Scorecards to show Red Amber Green (RAG) status for servicing areas• Responsible for compiling reports to the Board of AIB, outlining service levels, key trends and actions• Pioneering and chairing a monthly Mortgage Service Forum attended by all key executive stakeholders in AIB• Responsible for carrying out process reviews to identify emerging trends and… Show more • Implementing, maintaining and evolving an infrastructure within AIB Mortgage Bank to measure services• Building Scorecards to show Red Amber Green (RAG) status for servicing areas• Responsible for compiling reports to the Board of AIB, outlining service levels, key trends and actions• Pioneering and chairing a monthly Mortgage Service Forum attended by all key executive stakeholders in AIB• Responsible for carrying out process reviews to identify emerging trends and improvements to services• Conducting surveys with stakeholders (internal and external), analysing results and supporting business areas in improving service levels• Key point of contact for all Branches in the Republic of Ireland division for service escalations• Creating and maintaining all content for an internal mortgages website to assist Mortgage Advisors• Subject Matter Expert and lead on a highly complex complaint issue for the Bank. Providing expert knowledge to the Bank’s executive team, reviewing cases / complaints and preparing papers for both the Board of AIB and legal review• Responsible for responding to customer complaints to Head of Mortgages / CEO’s Office Show less

Aib Bank Crumlin, Dublin

• Managed a team of thirty-two staff, assigning daily job roles and management of performance issues. Held motivational meetings outlining various goals and successes from the previous day• Responsible for growing and monitoring the Branches sales targets. Developed and rolled-out local Campaigns, organised Outbound Call Programmes, Customer Events and greeted customers upon entry into the Bank and assessing their financial requirements• First point-of-contact for all customer… Show more • Managed a team of thirty-two staff, assigning daily job roles and management of performance issues. Held motivational meetings outlining various goals and successes from the previous day• Responsible for growing and monitoring the Branches sales targets. Developed and rolled-out local Campaigns, organised Outbound Call Programmes, Customer Events and greeted customers upon entry into the Bank and assessing their financial requirements• First point-of-contact for all customer complaints and queries, received positive feedback from customers and management on the resolution of these issues which was also regularly noted by Senior Management• Managed a portfolio of customers with unique and varied requirements, retaining and growing long term deposits• Management of this portfolio required significant credit restructuring and management skills • Was appointed Mortgage Coordinator for the Branch and conducted all mortgage engagements with customers• Managed the business pipeline to ensure the Branch reached and surpassed it's mortgage targets• Provided support to Business Approvers / Senior Management regarding approval of applications• Dealt with customers in financial difficultly and packaged requests for forbearance to relevant credit authorities• In 2011 was a key trainer in the the roll out of a new mortgage system in the Bank’s Dublin Regions. Appointed sole National Branch representative assisting the steering group in collating and resolving system issues after successful implementation• Provided significant support to the Human Resources and Quality Management Official in the Branch which included responsibility for key cash management risk items and HR matters Show less

Aib, Crumlin Cross, Dublin

• Managed and grew a portfolio of start-up businesses. Presented restructuring solutions to customers in difficulty and completed complex credit applications for approval• Ensured all Regional Managers were Basel framework compliant• Worked closely with the Branch Manager ensuring business and personal customers annual reviews were maximised and processed. In addition, assessed credit applications and followed through on actions garnered from these meetings• Mentored junior staff by… Show more • Managed and grew a portfolio of start-up businesses. Presented restructuring solutions to customers in difficulty and completed complex credit applications for approval• Ensured all Regional Managers were Basel framework compliant• Worked closely with the Branch Manager ensuring business and personal customers annual reviews were maximised and processed. In addition, assessed credit applications and followed through on actions garnered from these meetings• Mentored junior staff by training them on cash, customer service, basic credit applications and outbound calls to customers Show less

Certificate In Mortgage Advice

Certificate In Consumer Credit

Qfa Regulation

Qfa Loans

Second Level Education