After being at Gregory Pennington’s for a short while I decided that I was going to attempt to start my own online retail business as it is something I have always had the drive and desire to do. I realised at this point that if I was going to give it a try it was now or never and I was in a position to really try and get this off the ground. Along the way I came across issues such as ecommerce payments, marketing and budget that I had not anticipated so have now decided to not take this forward and bring myself back into full time employment.

As part of Gregory Pennington’s Debt management team it was my job to ensure that reviews of existing and new debt management solutions were done thoroughly with the utmost sensitivity to the issue being dealt with. It was my responsibility to have a full in depth review around a client’s complete circumstances such as Possessions, Debt level, current financial state and any future plans they would envisage. Once I would have all the relevant information required I could then advise them on the most efficient means of becoming debt free. This would include advising on solutions such as IVA’s, Debt Relief Orders, Bankruptcy and Debt management plans amongst others. In order to be able to advise on what would be the best solution I completed 4 weeks of in house training around the legalities, repercussions and availability of numerous different solutions as listed previously.

Working as part of a small customer service team for the private banking sector as a senior telephony agent dealing with all incoming calls to discuss/resolve any issues. This could be anything from daily banking to issues with payments in excess of millions of pounds. Retention and growth of the business is a big focus with the current economic climate within the banking industry so customer service is a top priority to ensure clients are at the heart of what we do. Key responsibilities include• Arranging Financial reviews with Relationship Managers/Senior Managers• Use of multiple systems and applications to get queries resolved at F.P.O.C• Liaising with stakeholders across the bank in commercial/business/fraud• Taking payments up to an unlimited amount over the telephone securely ensuring that identification is done to the highest standard to prevent any loss to the business and client• Supporting other areas of the business when required• Keeping product knowledge up to date and relevant ensuring you are confident in anything you discuss with clients• Discussing mortgages/credit cards/loans/overdrafts/savings/investments with clients to ensure they are getting the best possible return or best rates/deals that the bank can offer• Dealing with any complaints thoroughly, capturing every detail so that the outcome is fair to both the customer and business• Generating and resolving credit risk reports to ensure the banks’ exposure is within limits

A separate part of the work I undertook was dealing with around £80 million worth of professional practice loans to large accountancy and law firms. It involved the ongoing remediation work around streamlining this project and simplifying the way it is carried out whilst adhering to strict FCA/HMRC guidelines. This work was dealt with solely by myself and 2 other colleagues for the whole of the UK. Key responsibilities included• Onboarding of new to bank customers ensuring all documentation is correct to ensure AML/fraud prevention checks can be completed.• Manual collection of 140 direct debits in payment of quarterly interest.• Reconciliation of internal suspense accounts ensuring all funds are accounted for.• Ongoing administration of loans up to £525,000.00.• Detailed record keeping through the use of electronic recording methods and software.• An annual review of firms to ensure capital held is in excess of the total value of the loans.• Dealing with numerous departments’ stakeholders such as commercial AD’s and project managers to ensure guidelines and processes are adhered to while streamlining the overall end to end process.• Working to strict FCA/HMRC guidelines with huge customer and business detriment if not met.• An annual review of firms to ensure capital held is in excess of total loans.• Dealing with numerous senior stakeholders such as commercial AD’s and project managers to ensure guidelines and processes are adhered to while streamlining the overall end to end process.Working to strict FCA/HMRC guidelines with huge customer detriment if not met.

• Driving License / Passport applications• Offering financial services such as Credit cards, Mortgages, Savings/current accounts• ATM operations – Balancing/reconciliation and Cash handling• Postal Services• Stocktaking/balancing of the entire office• Travel services• General maintenance of the office – Clean professional environment• Handling large cash and stock deliveries/remittance of excess cash and stock