Karen Palmer

In this role I had responsibility for bank opening and closing, processing both cash counter transactions and end of day till balances.

Face to face customer services including transactions between accounts, opening and closing of products and ensuring improved customer satisfaction by upgrading accounts. Handling requests with a friendly, knowledgeable and personal approach to continually achieve a positive customer experience and confidence in their decisions. This ensured loyalty and continued customer relationships long term.

Focusing on the customer journey included handling any issues in a proactive manner to ensure empathy and that any corrective actions were given to prevent recurrence.

My role also involved customer calls for telephone banking support after hours and weekends. This service was managed through using the In House CRM tool and security processes required to adhere strictly with policy and procedure for continued company compliance. Transfer of calls to other departments such as Fraud or Mortgage teams were dealt with efficiently to reduce long wait times and manage high volume and complex requests.

Customer conversations to offer detailed information on new/existing products ensured meeting the target outcomes and business development for this role.

This role was UK based and I was responsible for nurturing and retaining existing client relationships and their business needs.

Sourcing and delivering complex logistics solutions for UK and European transport and warehouse opportunities and working with both UK team and European partners to bring in new client revenue and secure long term business