Marisa Baker

Professional Responsibilities – Senior Customer Consultant (Building Society)

Customer Service & Transactions

• Opening and closing member accounts in line with regulatory and internal compliance standards
• Processing cash and cheque transactions, Faster Payments, transfers, withdrawals, and deposits and Chaps payments to Solicitors.
• Handling complex customer enquiries and providing tailored financial guidance to meet their needs.
• Managing inbound and outbound customer calls with a focus on first‑contact resolution.

Financial Crime & Vulnerability Support

• Delivering presentations and community outreach on fraud awareness, scams prevention, budgeting, and cost‑of‑living support
• Identifying and escalating vulnerable customer cases, including financial abuse or suspected fraud
• Registering bereavements and managing Power of Attorney documentation with sensitivity and accuracy

Administration & Operational Duties

• Completing account maintenance tasks such as mandate changes, standing orders, and customer detail updates.
• Ensuring all documentation meets audit, compliance, and data‑protection requirements.
• Booking and managing customer appointments for mortgage advisers, savings consultants, and also our partnership with Citizen Advice.
• Supporting branch operations, including daily balancing, cash control, and general administrative duties.

As with Yorkshire Building Society, same responsibilities.

Within this role I also trained to process mortgage application's.

Sales & Customer Experience Team Leadership & HR

• Lead the sales team to meet daily, weekly, and monthly targets.
• Train staff on product knowledge, selling techniques, and customer service etiquette.
• Handle VIP clients, custom orders, and high‑value transactions.
• Resolve customer issues and ensure every visitor leaves with a positive impression.
• Coordinate with suppliers, designers, and repair workshops.

Security & Risk Management

• Implement strict security protocols for handling precious items.
• Monitor CCTV, alarm systems, and store access.
• Ensure safe storage of jewellery in vaults and display cases.
• Prevent theft through staff training and loss‑prevention strategies.

Store Operations & Administration

• Manage daily store operations, including opening/closing procedures.
• Maintain visual merchandising — clean displays, attractive arrangements, proper lighting.
• Recruit, train, and supervise staff such as sales executives and cashiers.
• Conduct performance reviews and motivate the team.
• Promote a professional, ethical work culture.

Marketing & Customer Engagement

• Plan promotions, festive offers, and seasonal campaigns.
• Manage social media presence or coordinate with marketing teams.
• Build long-term customer relationships through follow-ups and loyalty programs.
• . Financial Oversight
• Monitor daily cash flow, card payments, and digital transactions.
• Prepare sales reports and analyse performance trends.
• Control expenses and optimise operational costs.
• Assist in budgeting and forecasting.