Katherine Gould

Retentions Department

• Liaising with brokers and clients
• Taking approximately 50 inbound calls daily and making outbound calls
• Informing brokers and clients of our processes and procedures
• Sending out Key Facts Illustrations, Mortgage Offers and Acceptance forms to ensure fixed rates secured
• Ensuring all correct data entered onto accounts
• Producing the Product Switch to final stage

Servicing Department

• Taking around 30 incoming calls from customers
• Answering enquiries or directing customer to appropriate departments
• Producing any requested documents
• Training new staff members in India and Wolverhampton locations
• Making outbound calls for any outstanding information
• Dealing with vulnerable customers, recording sensitive information discreetly, maintaining confidentiality at all times
• Helping in other departments if and when required
• Simplified complex financial terms for clients, enabling informed decisions about mortgages.

• Developed new business strategies for improved client retention.
• Increased brand visibility by organising high-impact marketing campaigns.
• Identified potential partners to expand market reach.
• Nurtured relationships with key stakeholders, improving company reputation.