Emma May O'Neill

I currently work on the Client Services Team in Wealth Management. Since starting in May 2024, I have made myself an integral part of the team here and I strive to create collaboration between Client Services and Advisory team. I have also worked on several projects including transfer of clients over from APT, client journey improvement and target operating model. I endeavor to learn as much as I can, and I have built strong relationships with the advisory team and our clients. I have undertaken and passed my Retirement Planning module for the Certified Financial Planner exams, and I am career focused on getting to my goal of Private Client Advisor. On top of project work and study, I am one of the top performers on my new business team.

My current duties include:

· Assessing the outcomes of advisor meetings, gathering information and completing statements of suitability.

I gather compliance documents and send new business packs to the client via DocuSign.

· I key pension, protection and investment products with all companies in the Irish market.

· I regularly liaise with life companies, clients and colleagues to get the best outcomes and most efficient service for our clients.

I manage my pipeline extremely well, and all follow-up is done on time and efficiently.

· I go outside my role and actively seek new challenges like projects, on top of my day-to-day business. I love to meet new people and interact with new clients and departments of the business.

Positions held:

· Customer Advisor - duties included meeting customers, mortgages/lending/day to day business, daily return of sales figures to Branch and Area management, staff training, prospecting/self-generating appointments and management of retail diary.

· Team Leader – Organise and plan the running of the branch on a daily/weekly/monthly basis to ensure maximum operational efficiencies. Printing and control of daily balancing reports and loading and balancing ATM. Coach and train members of the team to develop their knowledge of the role. KYC/AML and branch compliance management. Managing existing customer relationships. Control of brochure wear regulation, stationary orders, and hold a signing number (Supervisor).

· Customer Service and Accounts – Answering telephone queries, customer account maintenance, registering customers for internet banking, reconciliation of internal accounts, meeting and greeting customers, managing customer advisor diaries and ensuring smooth operation of reception desk.

· Service Quality Advisor – logging and managing complaints on Phoenix Complaints system, managing goodwill gestures and First Point of Contact refunds. Taking ownership of complaints and regulatory letters and follow up calls to customers. Training staff on Complaints system. Taking ownership and following up customer’s queries and resolving complaints to the customer's satisfaction.

· Digital Implementation – project management of branch migration to digital avenues.

Key Successes

· As digital implementation project manager I managed to increase digital activity tenfold in the branch going from 2 registrations a week to over 20 per week.

· I received ovations for managing and organising two charity events for One Week in June in 2014 and 2016, one of which was Dublin South quiz night.

· I have a positive influence on huddles and lead branch training sessions. I have organised fun Friday quizzes weekly to improve branch engagement.

· I regularly volunteered for outside promotions of Ulster Bank for business development– i.e. Wedding Fairs etc.

· Regularly provided relief cover to other Branches due to my vast skill set and knowledge of the various roles.

· Received the highest personal service score in area Q2 2016 leading to Ovations from Area Manager. I also ran a Service improvement plan in the branch in co-ordination with this achievement.

· Nominated several times for Retail Star and Living Our Value awards for Customer Service.

· Assessing the outcomes of paraplanning meetings with high worth clients. Keying protection and pension policies with key companies in the Irish market including company policies, personal policies, life of another, income protection etc.

· Liaising with clients’, underwriters, broker managers and life and pension companies

· Facilitating and administering pensions – options, personal pension plans, personal retirement bonds, EPP’s, PRSA’s, ARFs, Retirement plans.

· Advising clients on purchasing property through their pensions – setting up pension structures, invoicing, sourcing property, liaising with estate agents, mortgage companies and solicitors.

· Compliance and administration of all financial planning processes and procedures.

· Experienced in wealth track and salesforce and CRM

· Compliance - ensuring all paperwork is correct and right the first time. AML/KYC/CDD checks and completions. All learning and compliance up to date. Minimal tasks and reworks, and resolving as soon as possible if any.

· Mortgage Business – ensuring mortgage is primary focus of my Financial Review meetings. Referring all applications to the Mortgage Associate and working closely with the mortgage team, taking first-time buyer/switcher meetings, processing applications, and ensuring all applications are 'right first time' to prevent delays, adhering to targets, and ensuring opportunities for cross-sales are not missed – managing diaries and attending weekly mortgage meetings with the mortgage team.

Day-to-day banking and sales: opening current accounts, logging catch-ups, insurance sales, credit applications, including credit cards, overdrafts, and personal lending. Referring business to other investment, mortgage and protection specialists. Adhering to targets and logging sales on daily hub tracker. Managing Diary.

· Business acquisition - Managing the Personal Banking team, self generating business from lead listings, outbound calling, walk in referrals, managing self and job family sales targets, going on workplace visits to generate mortgage and day to day business, creating own pipeline for follow up. Training and encoraging new employees. Weekly MI Sales calls with Area Manager

• Customer Service: day to day transactions, managing customers’ expectations, following up on all queries in an effective and timely manner. Acknowledging and resolving complaints, ensuring I give the best possible service to every customer
• Compliance - ensuring all paperwork is correct and right the first time. AML/KYC/CDD checks and completions. All learning and compliance up to date. Minimal tasks and reworks, and resolving as soon as possible if any.
• Teamwork: working closely with my colleagues as part of a team, supporting my colleagues, always willing to help and work overtime - including going to other hubs.

Key Successes

• Highest hub referrals for Mortgages in Stillorgan hub.
• Highest drawdown for mortgages and lending in the hub network for 2020
• 100% in mystery shop in Q4 2019, and 100% in meeting observations for 2020.
• Excellent feedback from customers for customer service and other hubs in the network.
• High conversion rate for outbound calls to meetings in Dundrum hub.
• Involvement in Well fest 2019 and wellbeing champion for Dundrum hub.