Summary
Overview
Work History
Education
Skills
Timeline
Generic

Camilla Joshi

Kempston,BDF

Summary

Versatile and ambitious Associate with 19 years of professional experience in online, retail, private and commercial banking. Dedicated to working accurately and efficiently in time sensitive environments for high net worth clients and cross-team collaborations via face to face, telephony and online interactions. Committed to providing service excellence for portfolio growth, client retention and complaints resolutions. Proven track record of coaching and mentoring staff and enthusiastic about further developing acquired skills. Vast knowledge of finance, regulatory requirements and general bank operations which enables notable trouble shooting, analytical and problem solving skills. Punctual multitasker with excellent work ethic.

Overview

21
21
years of professional experience

Work History

Associate Private Onboarding Specialist

Coutts & Co.
London
02.2023 - 12.2024
  • End to End processing and onboarding for high net worth clients.
  • Worked closely with various departments to streamline the onboarding process, optimising productivity levels from day one.
  • Ensured adherence to Know Your Customer protocols, mitigating potential risks associated with new client acquisition.
  • Boosted customer satisfaction by providing detailed product knowledge and excellent service.
  • Applied critical thinking to analyse problems, evaluate solutions and make final decisions.
  • Facilitated first contact with potential new clients via face to face meetings in Office or via telephone and Zoom.
  • Full investigation into source of wealth through in depth client meetings and cross referencing via trusted resources such as companies house and the Open Banking Platform.
  • Collating and analysing client data via Moody's, Equifax etc.
  • Analysing risk and making decisions on Politically Exposed Person's and reviewing Sanctions.
  • Ensuring compliance for foreign nationals, for example FATCA.
  • Initially started working with clients who had £1m+ to invest but my excellent performance saw me seconded to primarily work with higher net worth clients who had £20m+ to invest.
  • Successfully prevented various attempts of fraudulent account openings.


Trainee Associate

Coutts & Co.
London
01.2020 - 04.2023
  • Support and develop staff in the role of Senior Client Service Officer through monthly observations with written and documented feedback.
  • Delivering telephony and email support for procedural and technical queries cross-departmentally.
  • Facilitate direct service to private high net worth and commercial clients with everyday banking as per previous role.
  • Collaborate across teams and departments to drive accuracy, efficiency and to problem solve in a fast paced environment.
  • Raising, investigating and resolving client complaints in a compliant manner while providing outstanding customer service and deepening client relationships.

Senior Client Service Officer

Coutts & Co.
London
09.2011 - 10.2020
  • Telephony based role supporting high net worth and commercial clients with every day banking needs.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Logged call details and customer information in secure systems, improving data collection measures.
  • Increased client retention by building instant rapport and establishing customer trust.
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Trained new staff one on one to maintain service excellence and ensure a right first time practice.
  • Knowledgeable in a multitude of banking software systems to support client needs across debit cards, credit cards, domestic & international payments, foreign exchange, current accounts, deposits, money markets, investments, Apple & Google pay, internet banking, mobile banking, fraud and online verification.

Assistant Branch Manager

Barclays Bank PLC
London
06.2009 - 09.2011
  • Managed all aspects of daily branch operations, supervising a team of banking staff.
  • Organised financial data and reports detailing key metrics, completing within agreed timeframes.
  • Drove a culture of high performance and continuous improvement by establishing clear, measurable KPI metrics across branch sales, service and operations.
  • Coached and developed banking staff to consistently meet and exceed performance objectives.
  • Boosted customer satisfaction scores through fast and knowledgeable issue resolution.

Counter Manager

Barclays Bank PLC
London
12.2007 - 06.2009
  • Responsible for the cashiers and cash management of the branch.
  • Ensuring staff are compliant with cash handling practices such as AML and KYC.
  • Engaged the team to convert transactions into sales leads to support wider branch goals
  • Managed staffing schedules for 8 cashiers, accurately anticipating customer volume to ensure optimal coverage.

Private Banker

Barclays Bank PLC
London
05.2005 - 12.2007
  • Anticipated clients' existing and future needs, implementing solutions to meet requirements to exceed individual and drive branch goals.
  • Developed pipeline of prospective clients.
  • Exceeded sales targets whilst maintaining excellent customer service.

Foreign Exchange Cashier

The Co-operative Bank
London
11.2003 - 05.2005
  • Enabled smooth processing of financial transactions, working collaboratively with customers and bank departments.
  • Performed general cashier duties, including handling cash, balancing tills, processing cheques and end of day work with the addition of processing foreign exchange services.

Education

Foundation Diploma - Merit - Art & Design - Merit

Wimbledon School of Art
London

A-Levels - Fine Art - A , Textiles - B & Ceramics -A

Merton Sixth Form College
London

GCSEs - 11 GCSE's - A-C

The Grey Coat Hospital
London

Skills

  • Customer service & support
  • Team collaboration
  • Multi-tasking ability
  • Complex problem solving
  • Complaint management and resolution
  • Coaching and mentoring
  • Interpersonal skills
  • AML Specialist
  • KYC Specialist
  • Compliance
  • Professional communication
  • Solid literacy and numeracy
  • Collation and Analysis of client data from Moody's, Equifax and Open Banking Platform in conjunction with soft data
  • Knowledge in Politically Exposed Person's, Sanctions and Foreign National's regulations, eg FATCA
  • Risk Assessment
  • Risk Appetite
  • Avaloq

Timeline

Associate Private Onboarding Specialist

Coutts & Co.
02.2023 - 12.2024

Trainee Associate

Coutts & Co.
01.2020 - 04.2023

Senior Client Service Officer

Coutts & Co.
09.2011 - 10.2020

Assistant Branch Manager

Barclays Bank PLC
06.2009 - 09.2011

Counter Manager

Barclays Bank PLC
12.2007 - 06.2009

Private Banker

Barclays Bank PLC
05.2005 - 12.2007

Foreign Exchange Cashier

The Co-operative Bank
11.2003 - 05.2005

Foundation Diploma - Merit - Art & Design - Merit

Wimbledon School of Art

A-Levels - Fine Art - A , Textiles - B & Ceramics -A

Merton Sixth Form College

GCSEs - 11 GCSE's - A-C

The Grey Coat Hospital

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Camilla Joshi