HUMAIRA MUNIR
Rotherham,South Yorkshire
Summary
I am a final-year Psychology student at the University of Liverpool, with a strong focus on analytical and research-based work, alongside practical experience in financial services through my role as a Mortgage Customer Service Consultant at Lloyds Banking Group.
In my current role, I manage mortgage accounts and handle complex financial cases, requiring careful analysis of customer data across multiple systems to ensure accurate, compliant outcomes. This has developed my ability to work with financial information, assess risk, and resolve issues efficiently within strict regulatory and time constraints.
Alongside this, my academic work has strengthened my research and analytical skills, particularly through conducting qualitative research. I have experience analysing complex data, identifying patterns, and drawing evidence-based conclusions, which has enhanced my attention to detail and ability to interpret information critically.
Together, these experiences have developed my ability to combine financial awareness with strong analytical thinking, problem-solving, and clear communication..
Overview
5
5
years of professional experience
10
10
years of post-secondary education
Work history
Senior Mortgage Servicing Consultant
Lloyds Banking Group
Manchester, Manchester
2022.02 - Current
- Assisted with management of mortgage accounts and resolution of customer queries and complaints in line with regulatory standards.
- Investigated cases across various systems to identify information gaps and provide timely resolutions.
- Supported vulnerable customers with empathy and adapted communication to their individual needs.
- Coordinated with internal teams, solicitors, and estate agents to facilitate smooth property transaction processes.
- Managed high volumes of cases under pressure while consistently meeting service level agreements and deadlines.
- Escalated complex issues when necessary while maintaining accountability for outcomes.
- Participated in the rollout of the ‘lifeboats' pilot project to enhance operational flexibility and team efficiency.
- Ensured compliance with retail mortgage lending regulations and internal risk procedures.
- Delivered excellent client service by understanding customer needs and resolving issues efficiently.
- Managing over 30 calls in a day.
Customer service advisor
Ant Marketing
Sheffield, Sheffield
2021.07 - 2022.02
- Enhanced brand loyalty, provided excellent service at all times.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Managed complex customer issues to successful resolution.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Handled high volume of calls daily for faster issue resolution.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Recorded and processed customer data accurately.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
Education
BSc Psychology (Hons) - Psychology
University of Liverpool
Liverpool 2023.09 - 2026.06
A-Levels - Spanish, Psychology, English Language
Thomas Rotherham College
Rotherham 2018.09 - 2020.06
GCSEs -
Clifton Community School
Rotherham 2013.06 - 2018.06
Skills
- Client Service & Communication
Confident in handling client queries via phone and digital channels, ensuring clear, professional and timely communication - Problem Solving & Investigation
Experienced in analysing complex cases across multiple systems, identifying issues and delivering accurate resolutions - Attention to Detail & Accuracy
Strong focus on processing transactions and handling financial data with precision while adhering to regulatory requirements - Time Management & Working Under Pressure
Ability to manage high workloads, prioritise tasks effectively and meet strict deadlines in a fast-paced environment
- Team Collaboration
Proven ability to work with cross-functional teams to resolve issues and ensure smooth service delivery - Risk Awareness & Compliance
Knowledge of financial regulations and internal controls, ensuring all processes are compliant and minimise risk - Adaptability & Decision Making
Comfortable handling both routine and non-routine tasks, adapting approach based on client needs and business priorities - Digital & Technical Skills
Proficient in Microsoft Office (Excel, Outlook, Teams) and experienced in using multiple internal systems to manage and process data
Affiliations
- Aviation and Travel
- Content creation and Photography
- Baking
Accomplishments
Published a poem.
MFL student of the year 2018
Languages
Spanish
Elementary
References
References available upon request.
Timeline
BSc Psychology (Hons) - Psychology
University of Liverpool
2023.09 - 2026.06
Senior Mortgage Servicing Consultant
Lloyds Banking Group
2022.02 - Current
Customer service advisor
Ant Marketing
2021.07 - 2022.02
A-Levels - Spanish, Psychology, English Language
Thomas Rotherham College
2018.09 - 2020.06
GCSEs -
Clifton Community School
2013.06 - 2018.06