Summary
Overview
Work history
Education
Skills
Custom
Timeline
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Deborah Shields

Belfast,Northern Ireland

Summary

I'm professional and passionate regarding problem-solving, especially communication, and leadership capabilities. I fulfill quality assurance tasks while remaining composed in high-pressure situations. I am committed to driving organizational success through strategic initiatives and effective team building.

I enjoy the sense of purpose that Danske bank has given me which has provided opportunities of growth but also the tools on how to accomplish this. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Overview

24
24
years of professional experience
1994
1994
years of post-secondary education

Work history

CAT 2-Credit

Danske Bank
Dunmurry, Lisburn and Castlereagh
01.2025 - Current
  • Trained on new systems, including BPM and OneSpan, to issue digital documents.
  • Achieved DLA through expedited training, enhancing daily task efficiency.
  • Delivered accurate and efficient completion of daily duties while maintaining communication.
  • Resolved sanctions-related customer issues through proactive phone consultations.
  • Provided exceptional customer service by listening attentively and addressing concerns.
  • Utilised critical thinking to analyse online loan applications for accuracy against employer records.
  • Oversaw daily operations to ensure high productivity levels across all tasks.
  • Leveraged Microsoft Word and various software tools for effective document creation.

Account Opening Team

Danske Bank
Dunmurry, Belfast
08.2024 - 06.2025
  • Carried out day-to-day duties accurately and efficiently within job allocation.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines as well as campaigns.
  • Worked flexible hours, covering lunches and staying longer to make sure jobs completed to in SLA, bank holidays.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Oversaw daily operations to achieve high productivity levels.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.

Personal Customer Support

Danske Bank
02.2022 - 08.2024
  • Since working in Danske bank I developed my customer experience skills as I have worked closely in developing a new task within the team which is focused on customer excellence.
  • I am responsible for carrying out branch administration tasks, as well as processing customer requests/lodgements in order to assist our Branch network, internal and external stakeholders.
  • I focus on vulnerable customers within the team and work with tasks that are time critical. These tasks can include dealing with fraud on customers account and identifying unusual transactions and following procedures to ensure these are reported within regulatory timeframes.
  • I’ve worked with continuous improvement within the team and generated new ideas and solutions to enhance processes. An example of this is the TM Alerts (customer contact requests). As a new process I helped embed this process into the team and created efficient ways of doing this work, which resulted in clearing the backlog within the team.
  • This work and training from Jacqueline Fulton and her team in Risk Support enhanced my own knowledge and experience in AML.
  • As part of this task I worked with the project team with Kathryn Cunningham and Ally Watson as part of the Financial Crime transformation to help transform the TM Customer contact requests. This give me first hand experience at working within a project to ensuring we are putting customers first whilst keeping a high level of identifying risk.
  • I worked closely with my teams external stakeholders in Lithuania to ensure work is received and complete replies at a high level and what works best for our customers.
  • I have experienced investigating, identifying, and reporting financial crime through my work with the transaction monitoring task. This task as widen my experience in AML and knowing the risks within daily day to day banking.
  • Training and working on Transaction Monitoring has expanded my knowledge on Know your customer screen and how this is an important part of being able to monitor our customers to protect both the bank and our customers.
  • Carried out day-to-day duties accurately and efficiently.

Team Leader – Personal Banking

Bank of Ireland
01.2002 - 01.2021
  • Leading front-line customer and personal banking services, I utilised my interpersonal skills to help support customers – building customer trust and relationships while holding a confident product and business knowledge has been key to my success.
  • Constantly achieving all business objectives and added value to the business is among my provided supervisory support to the Branch Manager in achieving all Branch business objectives but with particular emphasis on ensuring the Branch customer service team deliver consistently high standards and adhere at all times to internal and external regulatory, operational and credit control systems and procedures.
  • Evidence a strong partnership between management & staff with effective Performance Management 1:1s & succession planning of Branch staff.
  • Established strong rapport and relationships with High-Net-Worth customers.
  • Perform against individual sales objectives and Branch performance against sales targets and balance growth and retention.
  • Team leader role within multiple branches.
  • Booking customer Financial Health Checks to sustain a lasting customer banking relationship.
  • Number one Cash/vault teller and branch balancing daily balancing.
  • Reconciling of internal suspense accounts and monthly cash checking.
  • Dealing with and recognising complaints helping to log and resolve these within guidelines.
  • Streamlined personal banking services to optimise customer Net promotor score (NPS) scores.
  • Achieved KPIs for up sales, cross sales and new account openings.
  • Maintained strict compliance with FCA, AML and KYC standards.

Education

Some College (No Degree) - MATHS, ENGLISH, HISTORY, FRENCH, TECHNOLOGY, ART, Religious Education, BIOLOGY

Methodist College
Belfast

Skills

  • Calm under pressure
  • Problem-solving
  • Communication skills
  • Team building
  • Leadership
  • Resourcefulness
  • Public Relations
  • Quality Assurance

Custom

References on request

Timeline

CAT 2-Credit

Danske Bank
01.2025 - Current

Account Opening Team

Danske Bank
08.2024 - 06.2025

Personal Customer Support

Danske Bank
02.2022 - 08.2024

Team Leader – Personal Banking

Bank of Ireland
01.2002 - 01.2021

Some College (No Degree) - MATHS, ENGLISH, HISTORY, FRENCH, TECHNOLOGY, ART, Religious Education, BIOLOGY

Methodist College

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Deborah Shields