DALE GRANT

Currently working within the branch network in a mobile role mainly based at Hanover Street in Edinburgh. Having spent 8 months last year working in Glasgow based branches assisting them to provide simple, great outcomes for our customers in face to face and digital environment. Passionate about providing the customer with the best possible outcome and journey throughout.

• Expanded my knowledge of processes, products and services available to our customers
• Completed sign off for Video Banking
• Supported branch network at pop up and banking hub locations
• Created and maintain the current capacity planner for the Glasgow and Edinburgh Cluster
• Daily outbound calling and screening of our customers for appointment booking within the branches.
• Daily handling of branch appointments assisting customers with savings, borrowing, bereavements, Mortgage promises and POA's.

• Face to Face customer interaction and query handling
• Complaint handling
• Achieved monthly sales targets consistently
• Identifying customers needs and providing relevant services and products
• Handling situations of financial struggle and bereavements

• Telephone inbound call handling
• Webchat customer service
• Complaint handling
• Managing of other colleagues and target expectations
• Interviewing and onboarding of new colleagues