Kyle Dharan

• Spearhead analysis of all daily client enquiries and provide expert advice and solutions within context of banking operations.
• Ensure integrity of data within Metro Database, CRM, Unified Service Desk, Terminos 24 and consistency of information & updating when needed.
• Initiating and processing of SWIFT, SEPA, CHAPS and Faster payments domestically and internationally.
• Pioneer a culture of hyper responsive client service through analysis, investigation and troubleshooting.
• Methodical monitoring of client account activity and ensuring accounts aligned with banking regulations, AML and terrorism funding acts.
• Client Service Inbox monitoring and liaising with front, middle and back office to source appropriate responses.

• Coordinated with internal business areas and customers to manage and resolve complaints, ensuring timely completion and customer satisfaction.
• Supported colleagues across departments in resolving complex customer complaints within regulatory timeframes.
• Balanced business needs with customer expectations, providing practical, customer-focused solutions that fostered positive relationships.
• Provided tailored support to vulnerable customers, ensuring their individual needs were met with empathy, sensitivity and in line with regulatory expectations.
• Composed clear, professional letters to customers detailing investigation process, findings, and resolution of their complaint, ensuring transparency and regulatory compliance.
• Maintained clear records in internal systems to enhance continuity and transparency in complaint handling processes.

• Ensured the building met fire safety and building code requirements

• FCU & AHU Maintenance

• Completing regular maintenance tests ensuring fit for purpose results

• Operating BMS

• Read and interpreted blueprints, schematics, diagrams and technical orders to determine the layout of electrical systems, equipment and components

• Analysed the local environment to ensure the building design was resilient to climate events.
• Ensured the building met fire safety and building code requirements.
• FCU & AHU Maintenance.
• Completing regular maintenance tests ensuring fit for purpose results.
• Operating BMS.

• Resolved customer complaints and provided exceptional customer service.
• Analysed customer feedback to identify improvement areas, enhancing overall customer service experience.
• Co-ordinated training for 70+ staff during Covid-19 to maintain service standards and team competence.
• Managed daily staffing rota to ensure optimal coverage and service quality.
• Handled cash operations to ensure accuracy and security.