Dawn Hawkins

Within my 23 years employed with Lloyd's Bank Group I progressed from banking customer service adviser to PPI claims handler and for the last 6 years I have been working remotely from home as a Financial Assistance Consultant where I support our customers by agreeing a fair solution that will help them back to full financial health and as quickly as possible.

Within my role I -

• Answer calls from our customers who that have found themselves in financial difficulty. As a Customer Financial Assistance Consultant, I'm required to have an empathetic conversation to understanding their individual needs that will support them in making the right decisions to help them back to full financial health and as quickly as possible.
• I'm required to demonstrate empathy and have the ability to undertake meaningful conversation with our customers through customer centric activities to facilitate fair customer outcomes.
• Build a good rapport with our customers to deepen/develop the customer relationship, and look out for customer vulnerability.
• Conduct customer interactions, ensuring I have a full understanding of the customers individual circumstances and using considered judgement and decision making skills to propose a fair solution.
• I'm required to make decisions to considering any risk to the bank and also any impact to the customer with guidance & advise where required.
• Handle customer calls in an effective manner providing the highest level of service by aiming to meet the needs of our customers and requirements of Black Horse.
• Respond efficiently to a range of customer enquiries and concerns ensuring that information provided is clearly understood and escalating issues where appropriate.
• Focus on excellent customer service whilst delivering against defined business objectives.
• Ensure all details entered onto the system are accurate and meet the required quality standards.
• Ensure all legislative regulatory requirements are adhered to through compliance, training, competency scheme & business standards.
• Identify & suggest improvements to new & existing processes, procedures & systems.
• Positive attitude to change, and develop own skills to meet the changing customer, business and financial environmental needs.
• Understanding key processes, such as manual account reviews and ad-hoc tasks to support and using considered judgement and decision-making skills to deliver a fair solution.