Edel Kelly
Thomastown,Kilkenny
Summary
Customer-focused Senior Lending Advisor skilled in identifying client needs, providing tailored solutions, I have strengths in customer engagement and complaint resolution. I try to maximise customer satisfaction by actively listening and resolving queries with clarity and efficiency. I have trained and mentors team members to enhance performance and improve service delivery. I aim to deliver exceptional customer experiences through effective communication and problem-solving.
Overview
34
34
years of professional experience
Work History
Senior Lending Advisor
Bank of Ireland
Kilkenny, Kilkenny
02.2023 - Current
- Managed complaints with calm, clear communication and problem-solving.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
Lending Advisor
Bank of Ireland
Kilkenny, Kilkenny
04.2017 - 02.2023
- trained in personal lending products including personal loans, overdrafts, new credit cards, credit limit increases, and restructures to enhance customer understanding and accessibility.
- resolved customer queries and problems through effective communication, delivering tailored step-by-step solutions.
- handled customer telephone queries, processing applications and providing prompt, accurate information on both telephone and online platforms.
- Engaged with customers to better understand needs and deliver excellent service.
Premier Advisor
Bank of Ireland
Kilkenny, Kilkenny
02.2014 - 04.2017
- Resolved client queries and concerns promptly, enhancing client satisfaction and loyalty.
- Continuously updated professional knowledge through CPD activities, staying ahead of regulatory changes and industry trends.
- Engaged with clients to identify needs and preferences, utilising preferred channels to optimise communication and service.
- Developed relationships with new and existing clients, leveraging cross-selling opportunities to increase client engagement.
Customer Service Advisor
Bank of Ireland
Kilkenny, Kilkenny
01.2012 - 02.2014
- Addressed customer service enquiries with speed and precision, ensuring customer satisfaction.
- Handled inbound and outbound calls, effectively managing complaints, queries, and requests to enhance customer experience.
- Resolved customer queries via phone and email, providing timely and effective solutions.
Customer service
VHI
Kilkenny, Kilkenny
12.2011 - 01.2012
- Delivered exceptional customer service by resolving queries and concerns, ensuring customer satisfaction.
- Concentrated on retaining customer renewals during temporary role, contributing to ongoing business relationships.
Personal lines advisor
Culleton Insurance brokers
New Ross, Wexford
04.2003 - 11.2011
- Managed personal lines insurance, addressing car, household, health, life, and critical illness referrals to meet client needs.
Claims Manager
BFC Insurance (subsidiary of HSBC )
Dublin, Dublin
04.2000 - 04.2003
- Managed claims department, trained staff, compiled and updated statistics, addressed complaints including Ombudsman queries and data protection queries, and reported to UK head office.
Senior claims advisor
BFC
Dublin, Dublin
04.1995 - 04.2000
- Retrieved claim records to verify policyholder information and coverage before processing claims.
- Processing and dealing with payment protection and income protection claims
customer advisor
Great West Life
07.1992 - 04.1995
- processing medical insurance claims
Education
Bachelor of Arts - European Studies ( Insurance)
University of Limerick
Limerick01-1992
Insurance
Chartered Insurance Institute
DublinBanking
Qualified Financial Advisor
DublinSkills
- Customer engagement
- Complaint resolution
- Relationship management
- Cross-selling strategies
- Regulatory compliance
- Personal lending
- Claims processing
- Customer service technology
- Data analysis
- Staff training
- Problem solving
- Active listening
- Mentoring employees
- Effective communication
- Communication skills
- Problem-solving
Languages
German
Beginner
A1
Interests
- Walking, Reading, Yoga, Pilates
Timeline
Senior Lending Advisor
Bank of Ireland
02.2023 - Current
Lending Advisor
Bank of Ireland
04.2017 - 02.2023
Premier Advisor
Bank of Ireland
02.2014 - 04.2017
Customer Service Advisor
Bank of Ireland
01.2012 - 02.2014
Customer service
VHI
12.2011 - 01.2012
Personal lines advisor
Culleton Insurance brokers
04.2003 - 11.2011
Claims Manager
BFC Insurance (subsidiary of HSBC )
04.2000 - 04.2003
Senior claims advisor
BFC
04.1995 - 04.2000
customer advisor
Great West Life
07.1992 - 04.1995
Bachelor of Arts - European Studies ( Insurance)
University of Limerick
Insurance
Chartered Insurance Institute
Banking
Qualified Financial Advisor