Carol Paterson

This role is primarily working in the Online Room, which is a very fast paced and physical environment. The role requires a high attention to detail, excellent organisational skills and a high accuracy level as well as working to extremely tight deadlines. Daily tasks include:

• Organising daily operations of the Online Room, ensuring efficient order processing.
• Managing customers home delivery and click and collect orders.
• Ensuring the loading of eight vans with accurate customer orders is done within the tight deadlines set by Sainsbury's
• Dealing with any customer queries and speaking with customers when they arrive to pick up their click and collect orders.
• Ensuring all the relevant legal paperwork is done to allow the drivers to leave the store (alcohol receipts, vehicle checks and weight limit checks to ensure the vans are roadworthy).
• Liaising with Fleet Services if there are any issues with the vans.

This was a very part time role reconciling the monthly accounts

for Northern Light over 2 days at the end of each month. This finished in October 2021 due to COVID.

The role involved:

• Ensuring timely invoicing and up-to-date payments received to maintain cash flow.
• Dealing with any queries regarding invoicing.
• Verifying accuracy of all staff receipts and expenses.
• Checking staff timesheets to allow for accurate payroll processing.
• Reconciling monthly bank statements to ensure financial records were precise.

This was a complex role which involved me supporting 3 Agricultural Relationship Managers and their clients. The role included:

• Building a relationship of trust and mutual with respect with the Relationship Managers and the clients.
• Building and maintaining sound working relationships with other colleagues and other departments to ensure a highly effective client experience.
• Delivering sales and referral targets, including lending, wealth, deposit, internet and telephone banking.
• Risk Champion for our team ensuring the team was up to date with all aspects of Risk by way of weekly team updates.
• Ensuring all Mandatory Reading was done and up to date.
• Dealing with complex and sometimes difficult client queries and/or complaints and resolving them using my knowledge and contacts within Commercial Banking.
• Pro-actively liaising with my Relationship Managers to ensure a good working relationship.

I left Bank of Scotland in August 2014 as I secured Voluntary Redundancy.

This, again, was a complex role managing daily transactional requirements for approximately 400 clients across two portfolios. The role involved:

• Facilitating client meetings to assess business needs and strengthen relationships.
• Serving as primary contact for all clients, addressing queries and conducting annual reviews.
• Ensuring accurate logging of annual accounts for lending decisions.
• Championed colleague engagement by promoting regular communication with clients.
• Met tight deadlines for loan drawdowns, overdraft renewals, and major purchases.
• I built strong relationships with the clients particularly entrusting their confidence in Bank of Scotland.

This was a new role that was developed by myself and another colleague reporting into the Director for Scotland. I covered the East of Scotland Business Banking portfolios to ensure our Relationship Managers were accurately following correct guidelines and protocol when it came to lending and taking of security. The role involved:

• Developing and maintaining a Credit Dashboard used by Policy & Audit, Director and Area Managers.
• First point of contact for all internal queries regarding our Credit Policy.
• Undertaking credit audit samples to ensure colleagues were following procedure.
• Providing one to one coaching and support to colleagues when a gap in their knowledge was identified.
• Providing monthly management information to Policy & Audit.
• Regularly providing feedback at team meetings to my Director and Area Managers.
• Recommending a course of action for any colleagues not achieving the required standards.
• Working closely with internal Stakeholders to ensure a successful collaboration.
• Dealing with any sensitive internal cases where colleagues failed to adhere to the strict policies regarding lending and security including investigating portfolios and writing reports with my findings to allow the Director to make any informed decisions.