Emma Atkinson
Choppington,Northumberland
Summary
Award-winning CeMAP-qualified Mortgage Adviser with experience managing residential and buy-to-let mortgage applications from initial enquiry through to completion. Recognised as the British Mortgage Awards 2025 – Broker: Rising Star (Distributor) winner for delivering exceptional customer outcomes through service excellence. Experienced in conducting detailed affordability assessments, analysing complex financial circumstances and providing tailored mortgage recommendations while maintaining strong FCA compliance standards. Skilled in building trusted relationships with clients, lenders, underwriters and internal stakeholders to deliver efficient application journeys and positive customer experiences. Previous experience across Wealth Management, HM Revenue & Customs and regulated customer service environments has developed strong analytical capability, risk awareness and attention to detail when handling sensitive financial information and complex cases.
Overview
1
1
Certification
8
8
years of professional experience
Work history
Mortgage Adviser
L&C Mortgages
2023.07 - 2026.07
- Manage end-to-end residential and buy-to-let mortgage applications, from initial client enquiry through to completion.
- Conduct detailed fact-finds and affordability assessments to understand client objectives, financial circumstances and lending requirements.
- Analyse income, expenditure and supporting documentation to assess affordability, eligibility and suitability in line with responsible lending principles.
- Provide tailored mortgage recommendations across a range of customer circumstances while maintaining FCA regulatory standards.
- Build strong relationships with lenders, Business Development Managers, underwriters, solicitors and conveyancers to progress applications efficiently.
- Maintain up-to-date knowledge of lender criteria, mortgage products, market developments and regulatory changes to provide accurate and informed advice.
- Support and mentor new Mortgage Advisers by sharing best practice, providing guidance on lending scenarios and helping colleagues develop confidence and capability.
B2B Customer Service Administrator
Solution Insurance Services Limited
2023.03 - 2023.06
- Managed a high volume of business customer enquiries across telephone and email channels, delivering professional and efficient resolutions within agreed service levels.
- Conducted detailed reviews of identity, ownership and tenancy documentation to support fraud prevention and accurate decision-making.
- Processed customer account applications and maintained accurate records in line with company policies and compliance requirements.
- Investigated discrepancies within documentation, escalating risks where appropriate and supporting effective case resolution.
- Collaborated with internal teams to resolve complex queries and improve customer outcomes.
Financial Planning Assistant
RBC Brewin Dolphin
2022.11 - 2023.03
- Supported Financial Planners with new business processing, annual reviews and ongoing client administration.
- Completed client onboarding, account opening documentation and compliance checks, including AML and KYC requirements.
- Prepared client review packs, suitability documentation, protection quotations and annuity research to support financial planning recommendations.
- Liaised with investment providers to obtain valuations, policy information and supporting financial data.
- Managed Letters of Authority, Change of Agency requests and adviser fee administration while maintaining strong client and stakeholder relationships.
- Used financial systems including Iress and iPipeline to support accurate research and administration.
Compliance Executive Officer
HM Revenue & Customs
2021.01 - 2022.11
- Reviewed complex financial records, tax calculations and supporting evidence to identify compliance risks and make evidence-based decisions.
- Managed a varied compliance caseload while consistently meeting performance targets and maintaining accuracy, confidentiality and regulatory standards.
- Investigated penalty appeals, customer enquiries and complaints, providing clear explanations to customers and professional advisers.
- Researched HMRC legislation and technical guidance to support consistent and accurate case decisions.
- Mentored colleagues and shared knowledge to improve team capability and support effective customer outcomes.
Shift Manager
McDonald's
2018.03 - 2021.01
- Managed and supported teams of up to 30 employees, ensuring efficient daily operations and consistently high service standards.
- Trained, coached and developed team members to improve performance and achieve operational objectives.
- Coordinated staffing, scheduling and resource allocation to maintain effective business operations.
- Resolved operational issues, monitored performance and implemented improvements to enhance productivity.
- Maintained compliance with health and safety procedures, company policies and inventory controls.
Education
Level 2 AAT - Distinction
Northumberland College
BTEC Level 3 Extended Diploma - Sport & Exercise Science
Northumberland College
GCSEs - Mathematics, English Language, Business and Communication Systems, Science and Geography
St Benet Biscop Catholic Academy
Skills
- Mortgage Advice & Lending Assessment
- CeMAP Qualified Mortgage Adviser
- FCA Regulatory Compliance
- Affordability Assessment & Financial Analysis
- Customer Outcome Focus
- Risk Assessment & Governance
- Stakeholder Relationship Management
- Financial Services Administration
- AML & KYC Compliance
- Process Improvement
- Data Analysis & Decision Making
- Performance Coaching & Mentoring
- Microsoft Office (Word, Excel)
Certification
- Certificate in Protection Completed December 2024
- CeMAP 1, 2 & 3 Completed July 2023
Additional information
- Award winner: British Mortgage Awards 2025 – Broker: Rising Star (Distributor)
- Experienced working within FCA-regulated and compliance-focused environments
- Strong commitment to professional development and delivering excellent customer outcomes
Timeline
Mortgage Adviser
L&C Mortgages
2023.07 - 2026.07
B2B Customer Service Administrator
Solution Insurance Services Limited
2023.03 - 2023.06
Financial Planning Assistant
RBC Brewin Dolphin
2022.11 - 2023.03
Compliance Executive Officer
HM Revenue & Customs
2021.01 - 2022.11
Shift Manager
McDonald's
2018.03 - 2021.01
GCSEs - Mathematics, English Language, Business and Communication Systems, Science and Geography
St Benet Biscop Catholic Academy
BTEC Level 3 Extended Diploma - Sport & Exercise Science
Northumberland College
Level 2 AAT - Distinction
Northumberland College