Emma Cullen
Wickford,Essex
Summary
A skilled communicator adept at handling sensitive and complex queries, ensuring accurate information delivery across savings and lending products. Demonstrates leadership by representing the business at careers fairs and mentoring apprentices, fostering career development within financial services. Collaborates effectively with teams in savings, lending, underwriting, and risk to support case progression and maintain service levels in a regulated environment.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work history
Senior Consumer Lending Administrator
Shawbrook Bank
Brentwood, Essex
2024.12 - 2026.04
- In my role as Senior Consumer Lending Administrator, I expanded upon the experience gained through my apprenticeship by taking on increased responsibility across risk assessment, complex case handling and day-to-day operational support. I carried out detailed lending risk evaluations in line with internal policies and FCA regulations and became a senior point of contact for escalated lending queries, providing clear and confident guidance to both colleagues and customers. I worked closely with underwriting and risk teams to resolve more complex applications, ensuring all cases met KYC, AML and customer due diligence requirements while consistently achieving service-level agreements and positive customer outcomes. Alongside this, I supported the smooth running of the team by monitoring workflows, identifying opportunities to improve efficiency, managing digital records and providing proactive administrative support to managers.
Apprenticeship
Shawbrook Bank
Brentwood, Essex
2023.09 - 2024.12
- I spent my first 8 months in the Savings Department, handling high volumes of customer enquiries via telephone and secure messaging, supporting customers with account management, withdrawals and general enquiries, and processing complaints in line with FCA guidelines while maintaining accurate records. I then spent 7 months in the Consumer Lending Team, where I processed loan applications from initial checks through to completion, provided customer support throughout the lending journey, and worked closely with Underwriters and the Financial Crime team to ensure compliance. Throughout both roles, I demonstrated strong attention to detail, organisation and time-management skills while managing multiple cases simultaneously.
- I supported the business at careers fairs and open days, speaking with prospective candidates about apprenticeship opportunities and sharing my experience. I became a mentor to a buddy apprentice, providing ongoing guidance and support, and represented the business at open day panels, confidently speaking to groups and answering questions from attendees.
Crew Member
McDonald’s
Basildon, Essex
2021.06 - 2023.07
- I worked as a Crew Member at McDonald’s, where I took customer orders both face-to-face and via headset, prepared food and drinks, and supported store closing duties including cleaning and restocking. This role enabled me to develop strong customer service skills, communicating in a friendly and professional manner while dealing with members of the public. I learned to stay calm under pressure in a fast-paced environment, demonstrating attention to detail and completing tasks quickly and efficiently.
Education
A Levels - Sociology, Physical Education, Geography
The Fitzwimarc School
Rayleigh, Essex 2021.09 - 2023.07
GCSE - Religious studies, Geography, Sports Studies, English Literature, English Language, Maths, Combined Science
Brentwood Ursuline Convent High School
Brentwood, Essex 2016.09 - 2021.06
Skills
- Communication
- Communicated clearly and professionally with customers and internal stakeholders, ensuring accurate and compliant information was provided for savings and lending products I handled sensitive and complex queries via telephone and email, adapting my approach to customer needs while achieving positive outcomes I also communicated effectively with colleagues across lending, underwriting and risk teams, supporting efficient case progression and resolution
- Leadership & Initiative
- I demonstrated leadership and initiative by representing the business at careers fairs and open days, speaking confidently with prospective candidates about apprenticeship opportunities and sharing insight into career development within financial services I became a mentor to a buddy apprentice, providing ongoing guidance, knowledge-sharing and support to aid their development and confidence within the role I also represented the business as part of open day panels, speaking to groups, answering questions and positively promoting the organisation, while supporting wider people-development and engagement initiatives
- Teamwork
- I worked collaboratively with colleagues across savings, lending, underwriting and risk teams to support efficient case progression and positive customer outcomes I was a reliable and adaptable team member who supported colleagues when required, responded positively to changing priorities and contributed to maintaining service levels within a regulated environment
References
- S, Jolley, Head of Sixth Form, sjolley@fitzwimarc.com, 01268 743884, The Fitzwimarc School, Rayleigh, Essex
- Simon, Fuller, Business Manager, 00857@uk.mcd.com, 01268 530305, McDonalds, Basildon, Essex
Timeline
Senior Consumer Lending Administrator
Shawbrook Bank
2024.12 - 2026.04
Apprenticeship
Shawbrook Bank
2023.09 - 2024.12
A Levels - Sociology, Physical Education, Geography
The Fitzwimarc School
2021.09 - 2023.07
Crew Member
McDonald’s
2021.06 - 2023.07
GCSE - Religious studies, Geography, Sports Studies, English Literature, English Language, Maths, Combined Science
Brentwood Ursuline Convent High School
2016.09 - 2021.06