Martin Brenugat
Senior Case Handler
Bournemouth,Bournemouth
Summary
I am an experienced financial advisor who masters the process of selling and collecting banking products; I am very organized, meticulous, endowed with good interpersonal skills, and a competitor who is focused on performance as well as the results produced by my work.
Currently working on project Alba as a Freelance through Momenta group, my main task is to identify banking, and credit risk by implementing new processes or improving the current one. Thanks to my analytical mind, I carefully monitor operational risks and study statements from different departments. Appreciated for my relational ease, I am able to communicate with all types of interlocutors.
I have an ability to coordinate schedules, lead teams and manage my deadlines, good communicator, I know how to create links due to my strengths in terms of versatility and priorities.
I am currently looking for new challenges, and wish to join an organization to which I could bring my dynamism and my taste for challenge.
Overview
5
5
years of professional experience
12
12
years of post-secondary education
Work history
Consultant case Handler
Momenta Group
Bournemouth
2021.07 - Actuel
- This is a work from Home position as a Freelance
- Chase customers regarding repayment plan in place
- Have an understanding/investigate reason why repayment plan are not kept, and building a chart on the back of that
- Proposed solution/improvement based on the chart
- Discussed wider issues regarding financial difficulties and complaints handling
Manager
Richmond Group
Bournemouth
2019.11 - 2021.06
- Managing a team of 5 people within the collection department
- Audit calls and provides feedback as well as ways of improvement
- Responsible for my team rota, absences, or lateness
- Make changes/improvements to reduce the cost and/or improve the customer experience
- Worked with the legal team in order to set up a pre-Litigation team in house
- Use of Zendesk, and CRM
Collection Account Manager
Amigo Loans
Bournemouth
2019.03 - 2019.10
- Inbound or outbound calls from customers in arrears with their loans repayments
- Assessing the reason of the arrears, and discuss options available to them
- Assess the customer's finances
- Offer support in regard to mental health
- Set up repayment plan with customers, and follow up
Complaint Handler
Barclays Bank
Bournemouth
2017.09 - 2019.03
- Receive and acknowledge complaints from customers or, CMC
- Assess the complaint against internal evidence
- Contact customers for further information, if necessary
- Reach a fair and impartial outcome based on the evidences, and the customer testimony
- Provide the customer with a Final Response Letter.
Customer Support
Conduent
Bournemouth
2016.12 - 2017.08
- Take inbound calls and support customers with queries related to Google services and products
- Support customers over phone, chat, and E-mail
- This was a French language Position.
- Use of the CRM
- Raise complaint queries
Education
Pre-Litigation Agent - Internal Trainning
Richmond Group
Bournemouth 2019.03 - 2021.06
Underwriter and Risk Agent - Internal Training
Barclays Bank
Bournemouth 2017.09 - 2019.03
ESOL Level 2 - Language School
St. James School
Cork 2012.01 - 2013.12
A-Level (Advanced Level) - Finance
Lycee Blaise Pascal
Libreville 2004.09 - 2011.06
Skills
- Knowledge of banking products
- Banking analyst
- Knowledge of CRM platforms, (Salesforce & Zendesk)
- Ability to manage my own work, and prioritised them based on Business needs
- Good communication skills
- Bi-lingual (French and English)
- Target and data focus
- An eye for improvements and changes, always looking for a challenge
Languagues
French
Langue maternelle
English
Bilingue
Spanish
Intermédiaire (B1)
Additional Information
- Art
- Music
- Gym/Sport
- Travelling and learning new cultures
Timeline
Consultant case Handler
Momenta Group
2021.07 - Actuel
Manager
Richmond Group
2019.11 - 2021.06
Pre-Litigation Agent - Internal Trainning
Richmond Group
2019.03 - 2021.06
Collection Account Manager
Amigo Loans
2019.03 - 2019.10
Underwriter and Risk Agent - Internal Training
Barclays Bank
2017.09 - 2019.03
Complaint Handler
Barclays Bank
2017.09 - 2019.03
Customer Support
Conduent
2016.12 - 2017.08
ESOL Level 2 - Language School
St. James School
2012.01 - 2013.12
A-Level (Advanced Level) - Finance
Lycee Blaise Pascal
2004.09 - 2011.06