Summary
Overview
Work History
Education
Timeline
Generic

Fionnuala Lamb

Glenavy,Antrim

Summary

  • A risk assurance expert with sound judgement and ability that has improved over time as a result of working within both a servicing and a control framework within Santander. These skillsets enable me to conclude what has transpired on customer records and report the correct outcomes for both colleagues and customers from a risk perspective.
  • Excellent listener and strong communicator who can provide feedback succinctly to peers, managers and key stakeholders from within the business.
  • Strong attention to detail skills in reviewing customer interactions and processes that enables me to notice things that other may miss.
  • Driven to achieve excellent results on personal targets and can manage performance effectively and efficiently.
  • Wealth of knowledge and experience with products, processes and procedures having worked in several different departments during my 21 years with Santander.
  • Excellent track record with regards to risk and reperformance outcomes to help ensure that the feedback I provide is always accurate.
  • Hardworking and passionate with strong organisational skills eager to succeed in customer outcome testing.

Overview

25
25
years of professional experience
12
12
years of post-secondary education

Work History

Assurance and Control Associate

Santander UK
Belfast
01.2017 - Current
  • Customer Outcome Testing - new skill that has been introduced into my current role that allows for a more encompassing examination of a customer journey rather than focussing on the risk aspect.
  • TCAT Role - experienced member of Centralised Testing who deals with more wide ranging issues in addition to review customer interactions.
  • Duties include reperformance of other testing colleagues completed cases to ensure correct outcomes have been delivered, managing SAT rejected cases (including failed transactions, missing and conflict of interest cases, etc), appeals and queries from business areas challenging outcomes received.
  • Submitting levelling queries and clarity guide reviews to challenge and question current scoring practice where something is being done incorrectly or where a risk needs highlighted.
  • Attending ratings review sessions to discuss submissions and agree outcomes with business managers, team managers and peer colleagues using strong communication skills throughout.
  • Experienced in control testing framework covering multiple business areas including cahoot, core retail, credit card servicing, digital banking, live chat, fraud, voice in branch and social media.
  • Delivering training to new joiners to Centralised Testing (including Concentrix SQE's). This includes creating and reviewing training material on PowerPoint to make sure it is up to date and delivering training in group sessions.
  • Reviewing sign off calls for new joiners to ensure that learning has been taken on board, providing feedback where learning points have not been met and overall ensuring that new joiners are competent to complete testing independently.

Digital Banking Advisor

Santander UK
Belfast
02.2012 - 12.2016
  • Dedicated customer service representative who provided exceptional customer service through active listening and problem solving.
  • Assisted customers with a wide range of queries relating to online banking.
  • Training in handling complaints and resolving complex customer queries.
  • Worked independently and as a member of a team.
  • Developed in depth knowledge of policy and processes using this consistently to protect information and prevent financial loss for both customer and the business.
  • Assisted team managers with new joiners by providing call listening and mentoring to reduce average handling time and to ensure correct procedures were being followed.

Mortgage Post Sales Enquiries Advisor

Santander UK
Belfast
07.2006 - 02.2012
  • Provided progress check queries for customers who completed mortgage applications.
  • Qualified to assist customer in making changes to their mortgage applications (change of property, product, term, loan, amount etc).
  • Good time management skills working primarily on appointment/diary basis.

General Sales Enquiries Advisor

Santander UK
Belfast, Northumberland
04.2004 - 07.2006
  • Focussed on general banking and savings enquiries, resolving day to day queries for customers.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Successfully generated new business via sales through service, providing customers with products that met their needs.
  • Maintained product knowledge by keeping up to date with changes and new products on a regular basis.
  • Used excellent communication skills to make sure customer requests were carried out correctly in line with regulatory requirements.

Customer Service Representative

Iceland Frozen Foods
Belfast
12.1999 - 04.2004
  • Regular use of numerical accuracy whilst operating tills.
  • Face to face customer service skills.
  • Stock replenishment and cleaning duties.

Education

Post Graduate Diploma - Town and Country Planning

Queen's University
Belfast
09.2001 - 06.2003

Bachelor of Science - Geography

Queen's University Belfast
Belfast
09.1997 - 06.2001

A-Levels & GCSE's -

St Louise's Comprehensive College
Belfast
09.1990 - 06.1997

Timeline

Assurance and Control Associate

Santander UK
01.2017 - Current

Digital Banking Advisor

Santander UK
02.2012 - 12.2016

Mortgage Post Sales Enquiries Advisor

Santander UK
07.2006 - 02.2012

General Sales Enquiries Advisor

Santander UK
04.2004 - 07.2006

Post Graduate Diploma - Town and Country Planning

Queen's University
09.2001 - 06.2003

Customer Service Representative

Iceland Frozen Foods
12.1999 - 04.2004

Bachelor of Science - Geography

Queen's University Belfast
09.1997 - 06.2001

A-Levels & GCSE's -

St Louise's Comprehensive College
09.1990 - 06.1997

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Fionnuala Lamb