Julie Thomson
Lanark
Overview
19
19
years of professional experience
Work history
Business Banking Mandate Change Team
Barclays Bank
Glasgow
2024.12 - 2025.04
- Participated actively in team training sessions, contributing valuable insights based on personal experience and expertise
- Streamlined internal processes to enhance productivity while maintaining compliance with regulatory requirements
- Addressed complex customer enquiries promptly, ensuring optimal resolution and customer satisfaction
- Maintained up-to-date knowledge of legislation and policy changes
- Analysed data and information to identify issues and create tailored solutions
- Offered friendly, efficient customer service and handled challenging situations with ease
- Delivered exceptional customer service by proactively listening to concerns and answering questions
KYC SRR Outreach Manager
Barclays Bank UK
Glasgow
2023.06 - 2024.11
- Maintained positive, professional working environment to optimise staff and customer satisfaction
- Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively
- Assessed new account documentation to verify information and determine high-risk customers
- Demonstrated strong resourceful skills to help company prevent money laundering, terrorist financing and illegal financial activities
- Registered information on database to maintain accurate records of customers, tracking history and printing supporting documentation
- Performed follow up calls with clients to obtain missing information and manage incomplete applications
- Applied positive customer service approach to increase satisfaction levels
- Delivered high-quality results within budget and timeframe targets
- Displayed energy and enthusiasm in fast-paced environment
- Stayed current on processes and procedures to offer relevant assistance
- Delivered tailored assistance to customers with disabilities
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity
- Carried out day-to-day duties accurately and efficiently
- Supported team by demonstrating respect and willingness to help
- Increased customer satisfaction by resolving issues
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations
- Served customers to drive sales and deliver top-quality experiences
- Engaged with stakeholders to build relationships and brand awareness
Customer services advisor
Barclays Bank Uk
Glasgow
2022.11 - 2023.06
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution
- Input customer information, call notes and personal data onto internal database
- Addressed customer service enquires quickly and accurately
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Listened to individual complaints with open mind and asked detailed questions to understand issues
- Handled high-volume telephone calls to address and resolve customer queries
- Promoted company products using approved techniques, increasing revenue and exceeding performance expectations
- Followed scripts and processes to uphold brand standards
- Remained updated on company offerings through regular product research
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
- Assessed new account documentation to verify information and determine high-risk customers
- Demonstrated strong resourceful skills to help company prevent money laundering, terrorist financing and illegal financial activities
- Registered information on database to maintain accurate records of customers, tracking history and printing supporting documentation
- Performed follow up calls with clients to obtain missing information and manage incomplete applications
Client Services Administrator
Kelvin Financial Planning
Glasgow
2022.07 - 2022.11
- Filled out daily logs and created weekly reports detailing activities
- Answered customer requests with friendly, knowledgeable service and support
- Effectively communicated with team members to maintain clearly defined expectations
- Developed rapport with customer base by handling difficult issues with professionalism
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions
- Boosted traceability initiatives by managing client correspondence, tracking records and utilising data communications
- Arranged follow-up appointments with appropriate service professionals
- Generated and distributed daily reports and order acknowledgements to appropriate personnel
Client Review Executive
EBS UK Ltd
Lanark
2019.10 - 2022.07
- Trained and mentored employees to maximise team performance
- Built and maintained courteous and effective working relationships
- Resolved customer queries and problems using effective communication and providing step-by-step solutions
- Customised customer experiences to build brand loyalty
Personal Banking Advisor
Bankof Scotland
Larkhall
2016.07 - 2019.09
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships
- Used creativity, strategic thinking and knowledge of current market trends to target and build relationships with potential customers
- Generated solid understanding of competition, their activity and strategies by conducting competitive analysis
- Assisted in generation of new business by executing strategic campaigns and proactively cold calling customers
- Stayed up-to-date on product range, changes, upgrades and developments by reviewing company manuals
- Maximised sales opportunities by determining and standardising best practices
- Built strong and positive relationships with customers by staying polite and helpful throughout interactions
- Addressed and resolved customer complaints in efficient, effective and timely manner
- Grew and maintained client base to maximise revenue
- Achieved client financial objectives within agreed timescales
- Assessed clients' financial status, objectives and risk tolerance to devise customised risk policy
- Collaborated with clients to outline realistic financial goals and objectives
- Employed detailed understanding of [Type] matters to financially advise clients
- Consulted with clients using preferred channels, maintaining customer satisfaction
- Verified clients' needs and financial resources to determine tailored investment strategy
Trainer/Assessor in Financial Services
Learndirect
Scotland Central Belt
2015.10 - 2016.07
- Developed long-term training strategies for new and existing employees across multiple departments
- Completed frequent assessments of training materials, structure and success rates in order to enhance programme
- Provided additional materials to enhance training
- Documented participant attendance, engagement and progress
- Administered course content, schedules and attendance utilising learning management system (LMS)
- Assessed training needs of individuals and organisations and helped set up programs to meet needs
- Promoted culture of Continued Professional Development (CPD)
- Encouraged participation, interaction and feedback for dynamic adult learning sessions
- Developed complete training programs and led training using expert learning techniques
- Arranged schedule and delivery for advanced training by external providers
- Created practice exams, exercise documents and interactive videos from older content and transferred print materials to digital
- Evaluated learning outcomes against business needs and implemented plans aligned with objectives
Customer / Advisor Manager
Bank of Scotland
Carluke
2006.05 - 2015.10
- Supervised work of contracted employees to deliver work on schedule
- Actively listened to customers to fully understand requests and address concerns
- Achieved service time and quality targets
- Picked up additional tasks to aid team success
- Maintained clean, safe working environments to eliminate accident risks
- Built and maintained courteous and effective working relationships
- Planned and executed new strategies to increase sales
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels
- Demonstrated consistent hard work and dedication to achieve results and improve operations
- Maximised customer engagement and satisfaction by delivering excellent customer service
- Collaborated with team members to achieve target results
- Trained and mentored employees to maximise team performance
Education
GCSEs - Maths, English Language, English Literature, Keyboard Skills, Commerce
Pool Secondary School
Pool, RedruthSkills
- Deadline-orientated
- Training programmes
- Research ability
- Retail background
- Client relations specialist
- Skilled multitasker
Timeline
Business Banking Mandate Change Team
Barclays Bank
2024.12 - 2025.04
KYC SRR Outreach Manager
Barclays Bank UK
2023.06 - 2024.11
Customer services advisor
Barclays Bank Uk
2022.11 - 2023.06
Client Services Administrator
Kelvin Financial Planning
2022.07 - 2022.11
Client Review Executive
EBS UK Ltd
2019.10 - 2022.07
Personal Banking Advisor
Bankof Scotland
2016.07 - 2019.09
Trainer/Assessor in Financial Services
Learndirect
2015.10 - 2016.07
Customer / Advisor Manager
Bank of Scotland
2006.05 - 2015.10
GCSEs - Maths, English Language, English Literature, Keyboard Skills, Commerce
Pool Secondary School