Loren Rice

With a strong background in telephony customer service, sales of insurance and lending, and digital coaching I am confident in my ability to positively impact NatWest DCA Exceptions team. Having spent my last 3 years of employment working as first point of contact to same brand customers in aim to resolve and support their everyday banking queries, I have picked up a flavour of different abilities and knowledge in our products, services, processes and also universal computer based systems. In addition to providing FPOC support to these customers I also support your Digital Exceptions department with triage calls, so when I get one of your customers I always aim to educate the customer on how they can complete this digitally, offering to give them a step to step guide on how to complete their journeys in moments that matter, even if that meant they could not complete this digitally, I reassure them that their journey can be completed by our Digital Exceptions team which is a unique team that can support a number of applications. I am also very flexible in adapting to changes in the banking world and updates in our processes which is highly reflected in my involvement during the exit of our UBIDAC customers which I was heavily involved in supporting our customers to close their accounts and move there money. The project in which I was the lead agent on allowed me to take on a lot of new responsibilities and I became a point of contact for other agents and members of staff which has really increased my confidence in working with others.

It is important to note that due to my experience I have understood the importance of actively listening to our customers in order to achieve a better understanding of their situation and especially if they mention a vulnerability. I am confident in providing the correct support and tools that could help our vulnerable customers have a positive banking experience. I understand that it is important to build a good rapport with these customers especially when they are choosing us to bank with so it is paramount to ensure their experience with us is nothing far from excellence. My digital first approach is also key when supporting customers who contact telephony banking this is important to stress as having that conversation can open up a personal rapport, education and moreover a smoother customer journey especially when I am confident in talking the customer through these online. I also want to point out that from my experience in the sales of lending products and insurance I am aware that we must ensure the products are sold accurately and fairly and the correct information must be given. I also take on board that when selling products we must meet company standards ensuring that customers are provided with all the information necessary before the product is sold including all necessary scripting, questions and processes are laid out to the customer ensuring that they fully understand what they are applying for which is why it is important to listen out for vulnerabilities.

Most importantly, I would like to express that I am very interested in being a part of your team, based on my current experience in already supporting your customers through triage, the knowledge I have on our banking products and digital services, I would really appreciate your consideration for myself to be a part of your team. Knowing I could be part of the only team within the whole bank that supports our vulnerable and non digital customers with applications, it would be an absolute pleasure. Due to my passion for supporting customers, building relationships, and working as a team I would love to be a part of the Digital Exceptions Team, as I know if I worked alongside yourselves I would ensure to win with customers every time.

• Outdoor activities such as walking and running.
• Exploring different parts of the world
• Pets