Luis Flores Carmona

• Lead workload allocation and operational support for a team of 12 colleagues.
• Manage a caseload of approximately 20 complex underwriting cases per month.
• Chair complex case committee discussions with senior stakeholders.
• Drive process improvement initiatives, including work on the Mortgage Type Conversion Journey project.
• Completed 400+ hours of Team Manager step-up responsibilities, supporting leadership and operational decision-making.
• Oversee quality assurance and compliance activities.

• Managed complex mortgage term extension applications from receipt through to final decision.
• Handled expired mortgage accounts, coordinating with solicitors, brokers, and customers.
• Assessed cases against lending policies and risk criteria.
• Provided guidance and coaching to colleagues on operational procedures.
• Managed customer complaints and supported fair customer outcomes.
• Acted as Fraud Champion, promoting fraud awareness and best practice.

• Supported underwriting teams by managing mortgage extension applications and customer cases.
• Liaised with brokers, solicitors, and customers to obtain supporting documentation.
• Ensured applications met policy and regulatory requirements.
• Assisted with the resolution of complex customer enquiries.

• Assembled, configured, and installed computers, laptops, and servers.
• Diagnosed and resolved hardware and software issues.
• Managed support tickets and collaborated with customer service teams.
• Maintained workstation and system performance across user environments.

• Supported customers with product recommendations and technical information.
• Resolved customer queries and escalated complex issues when required.
• Assisted warehouse operations and inventory handling.
• Contributed to efficient order fulfilment and customer satisfaction.