Darryn Hutchison

Work history

Journey Developer (Secondment)

NatWest Group

Greenock, Inverclyde

04.2025 - Current

Implemented Simplified Packaging within Organic Advice channel - Mapped out new journey, understood potential pain points, created agreed advice principles, created guidance, held weekly working group calls with key stakeholders
Incidents Management - Investigating logged incidents and providing suitable resolutions while working closely with colleagues in Technology
Written Acceptance Criteria for proposed changes
Written User Stories for proposed changes
Written Test Scripts for UAT and full production environments
Undertook testing within UAT and full production environments
Collaborated with cross-functional teams to ensure seamless project execution
Undertook Business Check Out activities to ensure changes went live into production, recorded any issues and worked with colleagues in Technology to resolve them
Led regular working group calls with key stakeholders

Senior Mortgage Advisor

NatWest Group

Greenock, Inverclyde

01.2015 - Current

Exceptions Working Group - Discovering key pain-points and enhancing mortgage exceptions process and journey for customers and colleagues. Collaborating with colleagues in Journey, Advice, SLU and NWIS.
Product Switch Pre-Call Experiment - Worked within a team which created and ran an experiment within two teams of Mortgage Advisors. Experiment resulted in same day cancellations reducing from 45% to 24.6%. I was invited by senior leaders including Head of Mortgage Distribution to attend a Dragon's Den style Zoom call where I contributed to pitching the experiment and it was voted by all leaders to become BAU process.
Commercial Growth Team - Member of first Commercial Growth Team. Working closely with Market Leaders to address problem statements, create powerful actions and provide solutions to help achieve commercial growth target for this year.
National & Team Risk Champion - Attend monthly Risk calls for the region to help mitigate risk. Worked within projects to improve processes, systems, policies and ways of working. Created and took ownership of issuing monthly NBA key themes and trends pack for Organic Mortgages.
Financial Crime Champion - Ran bi-weekly sessions within my team to share highlights and areas of focus from FinCrime Hub, Fraud & Cyber Threat Intelligence newsletters.
Manager Deputy - Deputised for my manager. Participated in weekly Market Leader meetings and cascaded key points to my own team within our weekly team meeting.
Collaborated with colleagues in other business areas to help identify customers mortgage and banking needs.
Lead up-skill sessions for colleagues to help improve quality of compliance and be a point of contact for any support required.
Identified and generated my own mortgage leads by analysing information held within the bank's databases.
Created and hosted sessions with colleagues in other business arears such as Branch and MCC to help improve mortgage lead quality.
Delivered high level of customer service, providing timely, accurate case updates at each stage of the application process.
Provided high quality and accurate verbal and written recommendations to customers within agreed timescales.
Maintained sound compliance to ensure fair customer outcomes within a regulated environment.
Created and embedded an effective operating rhythm to manage workloads within a face-paced environment to ensure tasks were accurately completed and within agreed timescales.
Maintained up-to-date understanding of market trends and developments to offer best possible customer advice.
Conducted customer interviews to determine most suitable mortgage product according to customer needs and priorities.
Built outstanding relationships with customers through bespoke care and advice, communicated clearly and effectively.
High performing advisor, regularly exceeding financial and compliance targets, while receiving excellent customer feedback.

Customer Service Agent

NatWest Group

Greenock, Inverclyde

10.2013 - 01.2015

Investigated customer queries and responded within defined SLAs.
Maintained adherence to regulatory requirements within non-advised role.
Recorded and processed customer data accurately.
Managed high-volume customer queries simultaneously through effective multitasking.
Collaborated with colleagues in other business areas to provide exception customer journey and experience.
Handled difficult situations calmly, delivered positive outcomes under pressure.
Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
Offered prompt solutions to maintain customer satisfaction.
Recorded customer communications to maintain proper documentation.
Acted as first point of contact for customers with queries regarding new Mortgage applications and existing Mortgages.
Carried out affordability assessments and submitted applications for customers on a non-advised basis.

Summary

Overview

Work history

Journey Developer (Secondment)

Senior Mortgage Advisor

Customer Service Agent

Education

Diploma in Mortgage Advice and Practice - Mortgage Advice

Certificate in Mortgage Advice and Practice CeMAP - Mortgage Advice

Higher National Diploma - Computing: Technical Support

Skills

Timeline

Similar Profiles

BHAGYA KAPOORBHAGYA KAPOOR

Evan MainaEvan Maina

Adebayo AdekolaAdebayo Adekola

DHIRAJ MISHRADHIRAJ MISHRA

Connor McKenzieConnor McKenzie