Thomas Brooks Email & Phone Number

Braintree, Essex, United Kingdom

Mortgage Helpline Advisor(November 2014 – Present)Skills and Achievements include:• Strong verbal, negotiating and influencing skills and a high degree of accuracy and speed in work• Managing my personal performance to meet various KPI’s relating to use of the phone, sales targets and quality management• Managing my time effectively to ensure that I am able to maximise my opportunities for sales performance• Managing and prioritising leads to take advantage of any sales opportunities• Skilled in objection and complaint handling• Administer customers files to ensure all required or relevant information is recorded correctly and accurately for credit checks and full mortgage application• Take personal ownership to provide outstanding customer service• Tailor each qualification to the customer’s specific situation and requirements to ensure that suitable mortgage options are recommended• Liaising with customers, developers and lenders to ensure that all of their various needs are met and they have all the relevant information required• Strong understanding of the mortgage market to ensure the best advice is given to the customers from the first point of contact• Ensure legal and regulatory compliance at all times• Keep up to date with any and all changes in lender criteria, on an ongoing basis, to ensure that correct advice is given to the customer and their application has the best possible chance of success

Colchester, United Kingdom

Fraud Prevention Specialist (May ’12 to October 2014) • Successfully delivered in excess of 422% of financial target for 2013-14 financial year (£2.11 million)• Developed new MI framework for the Fraud Department to meet operational requirements including financial measures such as risk and debt savings• Successfully pioneered, developed and deployed the use of Customer Fraud Profiles to improve detection and prevention of Application Fraud – 99% of cases identified which met the profile were confirmed to be fraudulent• Handled referral calls from internal staff, external customers and partners on any fraud related issues and Section 29 requests under the Data Protection Act• Built close rapport with insurer and affinity partners to gain consensus on means to reduce fraudulent insurance applications or money laundering and to enable ‘Best Practice’ is shared• Detecting internal fraud from employees who might be trying to defraud the company bonus schemes • Operational feedback delivered to senior management, team leaders and advisors • Ownership of completion of regulatory required HMT Sanctions checks, which carried large financial consequences if the regulations were not correctly adhered to• Delivery of regular training to support front line advisors and team managers• Ensuring adherence to the principles of Treating Customers Fairly, requirements of the Data Protection Act and other FCA regulatory practices• Producing management information on a daily, weekly and monthly basis to support operation requirements including producing department financial results• Implemented root cause analysis framework using LEAN techniques to drive continuous improvement, enabling process re-engineering and enhancing customer experience

Colchester, United Kingdom

• Consistently overachieved against business targets including Sales, Add-ons and KPI’s• Was regularly utilised to deal with VIP’s and difficult complaints• Gained promotions within Sales structure regularly, often at shortest available intervals• Excelled during the training for the role• Regularly outperformed majority of Sales department• Enjoyed and was invigorated by the competitive aspect of the sales environment and feel that it brought out the best in me• Consistently met all Key Performance Indicators including average handling times, ‘not ready’ targets and sales/add-ons targets set • Utilised as a stand in team leader regularly particularly in last three months before being selected to join the fraud team in May 2012• Effectively the ‘go to’ advisor who was handed any potentially incendiary situations or complaints which I viewed as a signal of trust in my ability, performance and judgement• Completed NVQ Level 2 in Retail Financial Services and IF1 qualifications

Colchester, United Kingdom

This was initially a six month secondment which was extended to ten months• Successfully trained multiple teams of new recruits to be integrated into the business, including managers• Updating existing and producing new training materials • Team Management of each group of new employees during training period – including performance reviews, SMART targets, identifying strengths and weaknesses and managing sickness, lateness or disciplinary action• Classroom Training of new starters in both legal/regulatory requirements and product/procedural knowledge• Interviewing new applicants• Upkeep of e-learning, cross training and remedial training• Extensive 1 on 1 coaching for all new trainees• Complaint handling and conflict resolution – responsible for resolution of complaints escalated from trainees• Expanded my knowledge and skills by learning how to do multiple roles in order to train others• Passed CII exams – IF3, IF5 – to gain Cert CII qualification, then began acting as mentor to others who were studying for the exams