Overview
Work history
Education
Skills
Timeline
Generic

Julie Thomson

Lanark

Overview

19
19
years of professional experience

Work history

Business Banking Mandate Change Team

Barclays Bank
Glasgow
12.2024 - 04.2025
  • 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
06.2023 - 11.2024
  • 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
11.2022 - 06.2023
  • 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
07.2022 - 11.2022
  • 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
10.2019 - 07.2022
  • 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
07.2016 - 09.2019
  • 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
10.2015 - 07.2016
  • 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
05.2006 - 10.2015
  • 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, Redruth

Skills

  • Deadline-orientated
  • Training programmes
  • Research ability
  • Retail background
  • Client relations specialist
  • Skilled multitasker

Timeline

Business Banking Mandate Change Team

Barclays Bank
12.2024 - 04.2025

KYC SRR Outreach Manager

Barclays Bank UK
06.2023 - 11.2024

Customer services advisor

Barclays Bank Uk
11.2022 - 06.2023

Client Services Administrator

Kelvin Financial Planning
07.2022 - 11.2022

Client Review Executive

EBS UK Ltd
10.2019 - 07.2022

Personal Banking Advisor

Bankof Scotland
07.2016 - 09.2019

Trainer/Assessor in Financial Services

Learndirect
10.2015 - 07.2016

Customer / Advisor Manager

Bank of Scotland
05.2006 - 10.2015

GCSEs - Maths, English Language, English Literature, Keyboard Skills, Commerce

Pool Secondary School

Similar Profiles

Create profile
Julie Thomson