Lisa Holden
South Woodham Ferrers,Essex
Summary
Experienced mortgage adviser with comprehensive expertise in underwriting principles, loan structuring, and property valuation methodology. Proficient in mortgage regulations and lending criteria application, ensuring regulatory compliance and client confidentiality. Skilled in loan origination software and adept at negotiating interest rates to optimise client satisfaction. Demonstrates strong capabilities in client relationship management, debt consolidation, and financial management. CeMAP qualified with a proven track record in mortgage lead generation and adviser recruitment. Committed to enhancing customer service through clear communication, empathy, and patience while driving innovation in mortgage solutions.
Results-driven Manager with knack for streamlining processes and leading teams to success. Delivered significant operational improvements by enhancing team productivity and implementing cost-saving initiatives. Known for fostering collaborative work environment that drives employee engagement and performance.
Overview
37
37
years of professional experience
Work history
Retentions Manager
Saffron Building Society
Saffron Walden, Essex
09.2021 - Current
- Streamline processes to increase efficiency and reduce timescales.
- Developed accurate sales forecasts for improved strategic planning.
- Work with other departments to provide excellent customer journey and identify vulnerable customers.
- Recruit and train Mortgage Advisors to achieve Competent Advisor Status. Ongoing observations to ensure quality assurance maintained.
- Delegated tasks efficiently to maximise productivity.
- Streamlined communication channels, enhanced internal information flow.
- Led performance reviews, identified areas for improvement.
- Supervised project timelines for timely completion. New broker product transfer process completed in 4 months.
- Boosted department efficiency by streamlining operational processes.
- Cultivated strong relationships with clients to secure repeat business-over 1400 customers maturing in 2025
- Managed team dynamics by implementing conflict resolution strategies.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
Independent mortgage broker
LB Financial Solutions Ltd
Chelmsford, Essex
06.2021 - 09.2021
- Worked closely with underwriters to ensure timely approval of loans; increased customer satisfaction.
- Facilitated stress-free property purchases through expert advice.
- Evaluated credit worthiness, ensuring sound financial decisions.
- Prepared detailed reports on client's financial status, aiding informed decisions.
- Provided exceptional level of customer service at all stages of mortgage loan process.
- Adhered to all compliance guidelines for retail mortgage lending.
- Built outstanding relationships with clients through bespoke care and advice, going above and beyond to promote client loyalty and retention.
- Maintained up-to-date understanding of market trends and developments to offer best possible customer advice.
Independent mortgage broker
Revolution Finance Brokers
Brentwood, Essex
02.2021 - 04.2021
- Provided tailored solutions to unique financial situations, improving client satisfaction rate.
- Streamlined the application process; improved operational efficiency.
- Worked closely with underwriters to ensure timely approval of loans; increased customer satisfaction.
- Ensured regulatory compliance in all operations, maintaining professional standards.
- Maintained up-to-date market knowledge, providing accurate advice to clients.
- Developed strong client relationships for trust and satisfaction.
- Helped clients to secure their dream homes with strategic planning and guidance.
- Evaluated credit worthiness, ensuring sound financial decisions.
- Liaised effectively between lenders and borrowers for efficient communication processes.
Assistant manager
Nationwide Building Society
Southend-on-Sea, Essex
10.2018 - 02.2021
- Coordinated with management on operational issues providing solutions for better efficiency.
- Monitored sales performance regularly adjusting strategies as required.
- Maintained high standards of store cleanliness, enhancing shopping experience for customers.
- Conducted team meetings on a regular basis, promoting open communication within the team.
- Assisted in recruitment process to build an effective workforce.
- Ensured health and safety compliance, maintaining a safe working environment for all staff members.
- Provided support to manager during audits, ensuring accurate reports.
- Handled customer complaints effectively, restoring trust in our brand.
- Managed daily operations to ensure smooth running of the shop floor.
Personal banking manager
Nationwide Building Society
Southend-on-Sea, Essex
05.2018 - 10.2018
- Identified opportunities for cross-selling, increasing product uptake among customers.
- Managed high-profile client relationships for increased bank profitability.
- Increased customer satisfaction by providing exceptional personal banking services.
- Fostered positive working environment to enhance employee morale and productivity.
- Resolved complex customer queries with patience and understanding; ensured total satisfaction.
- Maintained strict confidentiality of client information; upheld highest standards of professionalism.
- Conducted regular training sessions, boosting team performance and knowledge.
Independent mortgage broker
Flagstone FinancialManagement
Brentwood, Essex
03.2018 - 04.2018
- Developed strong client relationships for trust and satisfaction.
- Provided tailored solutions to unique financial situations, improving client satisfaction rate.
- Managed a diverse portfolio of mortgages; delivered personalised service.
- Ensured regulatory compliance in all operations, maintaining professional standards.
- Assisted clients to understand complex mortgage terms, enhancing customer confidence.
- Processed mortgage applications, expedited approvals.
- Maintained up-to-date market knowledge, providing accurate advice to clients.
- Stayed abreast of changing regulations in the industry; ensured company compliance.
Mortgage. Consultant
Nationwide Building Society
Southend-on-Sea, Essex
01.2007 - 03.2018
- Kept abreast of regulatory changes to ensure compliance at all times.
- Identified potential risks in advance by thorough document checking.
- Enhanced sales performance through effective networking strategies.
- Worked closely with underwriters to speed up the approval process.
- Achieved customer retention with regular follow-ups.
- Streamlined application processes, resulting in quicker loan approvals.
- Assessed financial situations for effective mortgage solutions.
Financial Planning Manager
Nationwide Building Society
Southend-on-Sea, Essex
01.2006 - 01.2007
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Improved efficiency and productivity by acquiring new skills.
- Displayed energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Mortgage Consultant
Nationwide Building Society
Chelmsford, Essex
01.1996 - 01.2006
- Achieved customer retention with regular follow-ups.
- Analysed credit reports for risk assessment and decision-making purposes.
- Delivered outstanding service by understanding and meeting client needs.
- Streamlined application processes, resulting in quicker loan approvals.
- Worked closely with underwriters to speed up the approval process.
- Resolved issues promptly, ensuring client satisfaction and loyalty.
- Kept abreast of regulatory changes to ensure compliance at all times.
- Played a key role in team meetings, contributing valuable insights and suggestions.
- Improved client satisfaction by providing tailored mortgage advice.
Customer service representative
Nationwide Building Society
Rayleigh, Essex
11.1989 - 01.1996
- Processed orders promptly ensuring a positive shopping experience for customers.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Assisted customers in making informed decisions by providing detailed product information.
- Streamlined processes through efficient record keeping.
- Maintained a clean, orderly work environment promoting a conducive atmosphere for both staff and customers.
Payment entry clerk
Midland Bank
Brentwood, Essex
05.1989 - 11.1989
- Kept up-to-date knowledge on banking regulations and compliance matters.
- Managed accounts payable and receivable for improved financial management.
- Reduced errors by maintaining accurate financial records.
- Sustained strong relationships with suppliers through timely payments.
- Handled high volume data entry tasks, delivered results under pressure.
Customer service representative
Royal Bank of Scotland Credit Card Services
Southend-on-Sea, Essex
05.1988 - 05.1989
- Provided top-notch support for increased customer satisfaction.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
Education
Financial Planning Certificate 1,2 and 3 - Financial Services
Chartered Insurance Institute
LondonCeMAP - Mortgage
London Institute of Banking & Finance
LondonLevel 2 in Accounting - Finance
OCR
LondonO Level -
Mathematics
East AnglianO Level -
Economic History
O Level -
English Language
O Level -
English Literature
O Level -
French
O Level -
Economics
O level -
Chemistry
O Level -
Computer Studies
O Level -
art
Skills
- Lending criteria application
- Knowledge of lending regulations
- Debt consolidation expertise
- Sales techniques
- Buy-to-Let mortgages
- Mortgage adviser recruitment
- CeMAP qualified
- Repayment calculations and planning
Affiliations
- Liverpool FC fan
- Completing competitions
- Travelling
Timeline
Retentions Manager
Saffron Building Society
09.2021 - Current
Independent mortgage broker
LB Financial Solutions Ltd
06.2021 - 09.2021
Independent mortgage broker
Revolution Finance Brokers
02.2021 - 04.2021
Assistant manager
Nationwide Building Society
10.2018 - 02.2021
Personal banking manager
Nationwide Building Society
05.2018 - 10.2018
Independent mortgage broker
Flagstone FinancialManagement
03.2018 - 04.2018
Mortgage. Consultant
Nationwide Building Society
01.2007 - 03.2018
Financial Planning Manager
Nationwide Building Society
01.2006 - 01.2007
Mortgage Consultant
Nationwide Building Society
01.1996 - 01.2006
Customer service representative
Nationwide Building Society
11.1989 - 01.1996
Payment entry clerk
Midland Bank
05.1989 - 11.1989
Customer service representative
Royal Bank of Scotland Credit Card Services
05.1988 - 05.1989
Financial Planning Certificate 1,2 and 3 - Financial Services
Chartered Insurance Institute
CeMAP - Mortgage
London Institute of Banking & Finance
Level 2 in Accounting - Finance
OCR
O Level -
Mathematics
O Level -
Economic History
O Level -
English Language
O Level -
English Literature
O Level -
French
O Level -
Economics
O level -
Chemistry
O Level -
Computer Studies
O Level -
art
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