Call Shadowing and Credit Risk Assessment
NatWest
Manchester, England
04.2025 - 05.2025
- Monitored calls from staff addressing credit card queries, gaining insights into customer concerns and service quality related to credit card borrowing.
- Listened to calls from numerous agents taking general banking calls (these ranged from anything to do with current accounts, loans, overdrafts and savings accounts)
- Managed complaints with calm, clear communication and strong problem-solving skills.
- Engaged with customers to better understand needs and deliver excellent service.
- Spent time helping in the Payment Profile department as well as involving myself in the process of profiling and reporting on payments, one of these being an investigation into another bank within the NatWest group, based in the USA
- Contributed to team objectives by undertaking diverse tasks.
- Prepared a range of written communications, documents and reports.