Fraser MacDonald
Newmains, Wishaw,NLK
Summary
I am a highly motivated finance professional with nearly 18 years of experience in customer facing roles. I have acquired a vast amount of interchangeable skills across a varied banking career and have a proven track record of being successful in every role I have undertaken. I am always keen to develop myself and progress my career to be the best that I can be and look forward to embracing the next opportunity.
Outside of work, my main hobbies include drumming, running and reading. Outwith these interests, I can usually be found with my wife, Katie on a walk with our dog Ellie, a 4 year old Cockapoo.
Overview
18
18
years of professional experience
Work history
Assistant Banking Manager
Handelsbanken
Inverness, Highland
10 2022 - 06 2024
- Working alongside the whole branch team to jointly achieve business plan goals
- Preparation of facility letters and other account documentation
- Completion of all documentary requirements and a liaison point for solicitors and valuers
- Day to day account administration for new and existing customers
- Supporting the branch to build positive relationships with local professionals
Customer Care Leader
Barclays
Inverness, Highland
2021.10 - 2022.09
- Managing colleagues to deliver exceptional service both face to face and over telephony
- Full responsibility of the branch risk performance
- Effectively managing resourcing to ensure all areas of the branch are sufficiently staffed
- Reviewing CRM performance to help team and branch achieve aspirational goals
- Conducting customer appointments to meet their banking needs
Bank Manager
Bank of Scotland
Inverness, Highland
2017.06 - 2021.10
- Coaching and developing team to deliver exceptional customer service
- Managing colleagues through the Training and Competence scheme to maintain compliance through observation
- Full responsibility for the risk management
- Embedding, leading and being an advocate of change
- Leading by example to display correct behaviours and values
Personal Banking Adviser
Bank of Scotland
Inverness, Highland
2016.09 - 2017.06
- Meet with customers in an interview environment
- Subject matter expert on banking, savings, lending and home insurance
- Maintaining role compliance within a training and competence scheme
- Calling customers after trigger events to invite them to the branch for a review
- Coaching banking hall colleagues on how to spot ways to help customers
Customer Service Adviser
Bank of Scotland
Inverness, Highland
2013.09 - 2016.09
- Greet all customers who visit the branch
- Deal with all queries and cash transactions
- Explore ways to refer customer to a specialist
- Help customers to transact digitally
- Managing my till compliantly and within correct limits
Sales Adviser
Homebase
Inverness, Highland
2008.05 - 2013.09
- Designing kitchens and bathrooms in a showroom environment
- Dealing with all customer queries
- General upkeep of store
- Stock replenishment and tidying
- Customer help desk supervisor responsibility
Mortgage Advisor
Handelsbanken
Scotland and North East England
06 2024 - Current
- Assess customers financial needs and provide tailored lending solutions.
- Prepare and deliver suitable, regulated mortgage advice.
- Ensure compliant preparation of customer files whst maintaining complete accuracy.
- Full underwriting of customer evidence to ensure overall affordability of the mortgage and ensuring that customers would fall under the banks risk appetite and credit policy.
- Management of all back book activities such as rate renewals and contract variations.
- Buidling close, working relationships with the various branches I deal with.
- Ensure full compliance of regulatory requirements.
- Keep up to date with industry develoments and regulatory changes.
Education
NVQ Level 3 - Certificate in Retail Banking Conduct of Business
The London Institute of Banking & Finance
London 12/2015 - 12/2016
Diploma of Higher Education - Business and Management
University of the Highlands and Islands
Inverness 09/2010 - 05/2013
Skills
- Relationship management
- Customer service
- Retail banking
- Risk and compliance
- Time management
- Written and verbal communication
- Proficient in Microsoft Office
Timeline
Customer Care Leader
Barclays
2021.10 - 2022.09
Bank Manager
Bank of Scotland
2017.06 - 2021.10
Personal Banking Adviser
Bank of Scotland
2016.09 - 2017.06
Customer Service Adviser
Bank of Scotland
2013.09 - 2016.09
Sales Adviser
Homebase
2008.05 - 2013.09
Assistant Banking Manager
Handelsbanken
10 2022 - 06 2024
Mortgage Advisor
Handelsbanken
06 2024 - Current
NVQ Level 3 - Certificate in Retail Banking Conduct of Business
The London Institute of Banking & Finance
12/2015 - 12/2016
Diploma of Higher Education - Business and Management
University of the Highlands and Islands
09/2010 - 05/2013