Jack Lennon
Cheadle
Summary
A mortgage professional with extensive expertise in mortgage products, risk management, and key stakeholder relationship management. Demonstrates a strong understanding of Barclays lending policies and possesses expert knowledge in life insurance, complex income streams and exposure to high net-worth customers. CeMAP qualified with a proven track record in customer relationship management, aiming to leverage skills to drive strategic growth and compliance within the financial sector.
Overview
9
9
years of professional experience
Work History
IOM MDDV Mortgage Advisor
Barclays
Manchester, Greater Manchester
11.2019 - Current
- Providing a 'trusted advisor' journey to all customers and managing their applications to completion.
- Ensuring complete transparency in dealings, fostering trust and building long-term relationships with customers for any future mortgage needs.
- Providing expert advice to interest-only matured mortgage customers on the mortgage solutions available through Barclays.
- Preparing 'out of policy' cases for review by Senior Underwriters due the complex nature of customers' financial or lifestyle choices.
- Streamlining application process to improve customer experience.
- Managing key stakeholder relationships to streamline mortgage referrals to optimise diary efficiency for mortgage advisors.
- Building strong relationships with Senior Underwriters.
- Ensuring compliance with regulatory standards throughout all procedures.
- Producing accurate documentation promptly, minimising delays in the lending process.
- Simplifying complex financial terms for better customer understanding.
- Increasing customer satisfaction by providing clear, concise mortgage advice.
- Offering comprehensive support to customers with complex mortgage queries.
- Managing high-volume case loads efficiently whilst maintaining attention to detail.
Maturities Support Specialist
Barclays
Manchester, Greater Manchester
03.2018 - 11.2019
- Offered friendly, efficient customer service and handled challenging situations with ease, developing tailored solutions for individual cases.
- Increased customer satisfaction by providing specialised support and advice.
- Pro-actively handled sensitive and complex calls with customers on a daily basis, communicating clearly and concisely to work through any issues and explaining next steps.
- Established positive relationships with customers whilst maintaining a professional attitude to meet objectives and understand their needs.
- Acted as a Subject Matter Expert for mortgage referral queries within the team.
- Mitigated risk by adhering to Barclays’ policies and procedures.
- Continually met and exceeded key performance indicators.
Customer Service Advisor
Diamond Resorts International
Lancaster, Lancashire
03.2016 - 01.2018
- Positively assisted with customer queries, directly contacting customers by telephone, letter and email.
- Strengthened client relationships with clear communication and problem-solving skills.
- Compiled detailed fraud reports for the legal department, enabling them to make clear and informed decisions.
- Designed training programmes for new starters for enhanced team performance.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Maintained contact with customers on social media using platforms such as Twitter, Facebook and Trip Advisor.
- Managed complex customer issues to successful resolution, including setting up payment solutions for customers in financial difficulty.
- Effectively managed personal workload whilst providing weekly updates about current cases to our EU Customer Service Manager or Vice President.
- Adhered to required deadlines for all tasks.
Education
Bachelor of Arts - Physical Education
Leeds Beckett University
Leeds 09.2012 - 06.2015
Certification in Mortgage Advice and Practice Qualification
CeMAP
07.2020 -
Skills
- Mortgage product expertise
- Risk management
- Key stakeholder relationship management
- Customer relationship management
- FCA regulatory guidelines familiarity
- Expert life insurance knowledge
- Expert knowledge in complex income streams
- CeMAP qualified
References
References available upon request.
Timeline
Certification in Mortgage Advice and Practice Qualification
CeMAP
07.2020 -
IOM MDDV Mortgage Advisor
Barclays
11.2019 - Current
Maturities Support Specialist
Barclays
03.2018 - 11.2019
Customer Service Advisor
Diamond Resorts International
03.2016 - 01.2018
Bachelor of Arts - Physical Education
Leeds Beckett University
09.2012 - 06.2015
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