Jasmin Springer

Financial Assessments

HSBC

09.2018 - 09.2025

Telephony & online chat
Tailored support: financial & wellbeing, building rapport with customers through detailed and in-depth conversations: empathy, system usage to help with probing questions, variety of open and closed questions
Connecting with customers
Offering them support: budgeting advice, signposting to support with mental health, bereavement, housing, benefits, childcare costs & rising cost of living
Agreeing suitable arrangements based on their individual circumstances
Customer service: always receive positive feedback from customers
Recognising, raising & resolving complaints
Multiple system usage
Admin work: wrapping (applying plans as agreed, follow up actions, refunding charges, compensation, leaving in depth notes)
Working under pressure: (supporting multiple customers at once, whilst on live chat)
Identifying vulnerable customers
Signposting customers to relevant third-party support
Supporting and providing advice to customers on how to manage their external debts
Works well in teams: supported colleagues with their development (allowed other agents to shadow me on chat, created well being presentation and presentations around specific health conditions and how they can affect customers ability to manage their finances).
Also worked with other products: business accounts, first direct & john lewis accounts
End of year rating 2024: (performing)
People goal: Seeks feedback periodically and applied it to their work, demonstrating steady improvement in skills and performance
Engages in self-development activities, completing required training and building skills relevant to their role
Works effectively with colleagues, contributing to a supportive team environment that enhances the service provided to customers
Participates in inclusion-related activities or initiatives within their area, contributing to a respectful and welcoming workplace
Suggests ideas to process improvement and actively supports changes to enhance efficiency and customer outcomes.
People leader goal: Ensures all team members clearly understand performance measures and rewards, maintaining open and constructive communication.
Evaluates individual performance fairly, balance goal achievement with focus on behaviours and values.
Provides regular coaching sessions that focus on achieving goals and improving customer interactions, ensuring team alignment with the bank’s values.
Promotes a Speak up culture by creating opportunities for feedback and addressing it in a timely manner.
Supports inclusivity by encouraging team participation, collaboration and respect for diverse perspectives and needs.
Customer experience: Consistently delivers high-quality customer service, achieving good customer satisfaction results and addressing feedback constructively.
Handles complaints appropriately within timeframes, ensuring they are correctly recorded and resolved to the customer’s satisfaction
Responds promptly and effectively to remediation requirements, addressing issues in a timely manner to deliver good customer outcomes
Correctly identifies vulnerable customers and ensures they are supported appropriately, demonstrating empathy and understanding in all interactions.
Regularly contributes to a customer-centric culture by following best practices, resolving queries efficiently, and keeping customers updated on progress.
Quality: Delivers high quality work, ensuring that customer interactions and processes meet required standards and expectations.
Follows all relevant policies and procedures, stepping outside only with appropriate judgment and approvals when required.
Responds to quality feedback and coaching promptly, taking appropriate remedial actions to prevent repeat errors and sharing learnings with colleagues.
Contributes to department service levels by efficiently managing workload and adhering to expected timelines.
Global risk goal: Has strong Global Risk Framework knowledge, leading the team to act as champions in ensuring all activity is conducted compliantly.
Anticipates financial crime risks and escalates any risks identified quickly.
Consistently adheres to all applicable policies/procedures and proactively coaches colleagues.
Consistently applies critical thinking when considering Financial Crime risk analysing information, questioning & escalating as needed.
Customer outcomes: Regularly delivers tailored solutions aligned with customers needs, meeting required QA and End to End Outcome testing standards.
Listens attentively to customers, asks appropriate questions and demonstrates empathy to build a full understanding of their circumstances.
Ensures that actions taken are appropriate and deliver good outcomes for the customer, balancing their needs with regulatory requirements.
Handles most cases effectively, seeking guidance on complex issues where necessary to achieve the right result.
Maintains consistent performance, contributing positively to overall team success in achieving good customer outcomes.

Summary

Overview

Work history

Financial Assessments

Crew Member

Waitress

Education

BA - JOINT HONOURS ART & EDUCATION

HIGH SCHOOL - 10 GCSE’s A- C, A LEVELS (ART & DESIGN C, HEALTH & SOCIAL C, PSYCHOLOGY D)

Skills

Custom

References

Timeline

Financial Assessments

Crew Member

Waitress

BA - JOINT HONOURS ART & EDUCATION

HIGH SCHOOL - 10 GCSE’s A- C, A LEVELS (ART & DESIGN C, HEALTH & SOCIAL C, PSYCHOLOGY D)

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