Austin Scammell
United Kingdom
Summary
Diligent and motivated professional with a solid foundation in financial regulations and risk mitigation. Committed to upholding integrity and ensuring compliance with Anti-Money Laundering (AML), Know Your Customer (KYC), Data Protection Act (DPA), and General Data Protection Regulation (GDPR) policies. Possesses excellent analytical abilities, meticulous attention to detail, and a strong commitment to maintaining the highest ethical standards. Proven ability to work collaboratively within a team and effectively communicate complex information. Eager to contribute to a dynamic financial crime prevention environment, integrating expertise in fraud-related policies while continuously enhancing skills in the field.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work history
Lead Academy Coach
Metro Bank
Bristol, United Kingdom
09.2023 - Current
- Lead comprehensive training for new starters, covering call handling intricacies with a focus on excellence.
- Achieved a 95% quality assurance rating for new starters' calls within their first 2 months.
- Facilitate welcoming environments for new colleagues and provide upskilling sessions for seasoned team members.
- Conduct live listening sessions, offering constructive feedback to refine call-handling techniques.
- Successfully handle manager's calls, showcasing leadership in managing challenging customer interactions.
- Implement a mentorship program, pairing seasoned colleagues with new starters for ongoing support and guidance.
- Spearhead monthly performance recognition awards to motivate and reward outstanding contributions.
- Engaged in charity work at a dog shelter, including walking dogs, digging holes, and contributing to renovations.
- Initiated a successful fundraising campaign among colleagues, raising funds for additional resources and facilities at the shelter.
Mortgage Operations Specialist
Metro Bank
Bristol, United Kingdom
08.2023 - 08.2023
- Provided critical support across various Mortgage Operations tasks, including reviewing mortgage applications and documentation.
- Collaborated with internal and external stakeholders, ensuring effective communication and a seamless mortgage application process.
- Conducted comprehensive reviews of customer financial documents, ensuring compliance with regulatory standards.
- Alerted senior staff of upcoming critical tasks and deadlines.
- Kept files organised and up-to-date for accurate record-keeping purposes.
Amaze Direct Representative - Business Expert
Metro Bank
Bristol, United Kingdom
10.2022 - 07.2023
- Executed comprehensive financial transactions, overseeing payments, transfers, and high-value transactions with meticulous accuracy.
- Addressed customer concerns, resolving issues efficiently to maintain high satisfaction levels.
- Provided outstanding customer service, troubleshooting IT-related issues, and ensuring seamless user experiences.
- Educated customers on financial products, administered card-related services, and managed trust accounts.
- Secured nominations for quarterly Best of the Best awards, achieving 3 nominations.
- Attained a remarkable 91% customer satisfaction rating based on positive survey reviews.
- Maintained a fast-paced work environment, handling up to 70 calls per day with minimal downtime.
Care Assistant
Bupa
Portishead, United Kingdom
01.2022 - 07.2022
- Developed meaningful relationships with over fifty patients for fostering genuine therapeutic interactions, while upholding privacy and dignity throughout patient care.
- Provided support to bereaved families and caregivers by offering emotional assistance during the post-death process.
- Collaborated effectively within a multidisciplinary team by recognising and valuing the contributions of all disciplines.
- Ensured adherence to schedules and timeliness along with prompt and uninterrupted care delivery to all clients.
- Maintained strict compliance with regulations, health and safety policies, and fire regulations to uphold safety and well-being.
- Enabled the cleanliness and safety of equipment by following proper storage protocols.
- Managed and updated the accurate records of provided care by using a mobile care system.
Retail Assistant
Primark
Bristol, United Kingdom
06.2017 - 01.2022
- Formulated and implemented effective merchandising and marketing strategies by maintaining a well-organised and visually appealing sales floor and stockroom.
- Offered outstanding customer service by consistently demonstrating professionalism, courtesy, and competence.
- Fostered and maintained productive working relationships by collaborating within a team to deliver exceptional service.
- Managed cash and card transactions and processed refunds accurately by using the point-of-sale system and handled change.
- Oversaw inventory management by placing orders and sufficient merchandise stock levels to meet customer demands.
- Assisted customers in locating desired products by offering valuable product knowledge and guidance.
- Used the tannoy system to convey important information to both customers and staff members.
Team Member
Shell
Portbury, United Kingdom
07.2018 - 09.2018
- Prioritised customer safety by proactively advising customers to secure their electronics when using fuel pumps and regularly inspecting and sweeping the forecourt for potential hazards.
- Used expertise in merchandising and marketing by effectively increasing sales through successful upselling, updating pricing, and maintaining clean and organised shelves.
- Upheld exceptional standards of cleanliness, hygiene, and presentation by actively contributing to the cleanliness of the kitchen counter and pump areas, as well as ensuring a well-maintained floor.
- Professionally handled telephone calls from customers' superiors to obtain payment details, maintaining confidentiality and accuracy in financial transactions.
- Provided valuable assistance and knowledge in areas such as directions, cleaning supplies, fuel, and tools, ensuring customers' needs were met with prompt and reliable information.
Education
Diploma of Higher Education - Graphic Design
Weston College
Weston-super-Mare 09.2015 - 01.2017
GCSEs -
Gordano School
Portishead 09.2010 - 06.2015
Skills
- Financial Regulations
- Fraud Detection
- Investigation & Analysis
- Process Improvement
- Strategic Planning
- Documentation & Reporting
- Relationship Building
- Time Management
Timeline
Lead Academy Coach
Metro Bank
09.2023 - Current
Mortgage Operations Specialist
Metro Bank
08.2023 - 08.2023
Amaze Direct Representative - Business Expert
Metro Bank
10.2022 - 07.2023
Care Assistant
Bupa
01.2022 - 07.2022
Team Member
Shell
07.2018 - 09.2018
Retail Assistant
Primark
06.2017 - 01.2022
Diploma of Higher Education - Graphic Design
Weston College
09.2015 - 01.2017
GCSEs -
Gordano School
09.2010 - 06.2015