Kathryn Chatburn

My current role is within Operational Support, in the Mortgage Shortfall Recoveries team.

I have been with the team since 2020, training up on the various processes and on subjects such as insolvency and bereavement, as well as building strong relationships with other stakeholders in key areas such as Retail Legal, Deeds, Fraud, Credit Risk and Change.

I then went on to support on the Debt Sale team briefly in 2021, training up on a new platform to be used between LBG and the third party purchaser, and then built a training guide and trained out both the system and the task to our team, providing continued support on this task and accounts.

I have supported on various rectification events and gained a good insight into the structure of these projects, also building up a good reputation amongst my peers as a colleague who can be relied upon.

in 2023 I began training up to support the the Work Flow Administrator task on my WFA's absence and regularly complete the team allocation and workflow tasks, ensuring all tasks remain within Service Level and are all reported correctly. I have also covered meetings with our BPM for my Team Manager, reporting the team figures and status and calling out any concerns. I provide colleague feedback and detailed training and support on tasks the team status, provide colleague feedback, complete workflow allocation and attend stakeholder calls and case clinics.

I am passionate about our processes evolving and contribute to team Catalyst projects. I lead our daily team huddles and deliver sometimes challenging and sensitive news. I also champion wellbeing and engagement and ensure that my colleagues have access to the support provided.

• Worked in the Property in Possession team, handling sensitive customer accounts, post repossession and voluntary surrender, through the marketing and sale process.
• Managed complex tasks, resulting in improved efficiency.
• Built a good rapport with external third parties and internal stakeholders
• Provided training sessions for staff development and upskilling.
• Handled escalated issues, reducing customer complaints.
• Listened to clients' current struggles to signpost relevant support.
• Assessed clients situations and ensured that their accounts were updated (as per their consent) clearly and fully detailed.
• Ensured smooth operations by managing incoming calls and customer queries and giving the customer the correct treatment, first time.
• Championed wellbeing and engagement activities for the team and department
• Supported customers through a very vulnerable and sensitive process, ensuring compassionate handling of cases, whilst maintaining compliance

• Monitored overdue accounts, initiating effective recovery strategies.
• Resolved customer disputes, maintaining good relationships with clients.
• Negotiated repayment plans with customers, improving financial performance.
• Trained new staff members on collection policies and procedures, ensuring consistency across the team.
• Quickly escalated high-risk cases to management for immediate action.
• Reviewed credit reports and financial statements for efficient collection processes.
• Offered debtors assistance with payment planning.
• Communicated with customers diplomatically and respectfully.
• Contacted customers to arrange or collect payments.
• Handled financial transactions, creating and filing accurate records.
• Maintained professional tone when corresponding by phone or email.
• Stored customers' information securely to maintain confidentiality.
• Adapted payment plans to suit individual financial situations.
• Identified needs of clients by conducting comprehensive assessments.

• Managed high-volume telephony enquiries within designated call-time targets.
• Assisted in communication between clients and finance teams for effective execution.
• Addressed customer daily issues, queries and complaints.
• Processed customer orders while providing guidance on product delivery timeframes.
• Fostered rapport with new and existing customers to support client retention.
• Provided high-quality service to clients to sustain relationships for future business opportunities.
• Responded to customer queries and resolved complaints to deliver exceptional service.
• Enhanced customer relationships through consistent high service delivery.

• Handled high-volume telephony enquiries within call-time targets.
• Facilitated communication between clients and internal teams for smooth project execution.
• Resolved customer issues, ensuring high level of satisfaction.

• Placed customer orders, providing guidance on product delivery timeframes.
• Built rapport with new and existing customers to boost client retention.
• Delivered high level of service to clients to maintain relationships for future business opportunities.
• Delivered exceptional customer service, addressing customer queries and handling customer complaints.
• Enhanced customer relationships by delivering excellent service.

Various weekend and part time retail roles whilst attending college / education