Melissa Hole
Bristol,Bristol
Summary
Dynamic professional with extensive experience in customer service and financial technologies. Proven track record in risk management and change implementation, enhancing customer relationships. Strong communication and collaboration skills, coupled with in-depth product knowledge, drive improvements in customer experience. Expertise aimed at fostering innovation and excellence in the financial sector.
Overview
24
24
years of professional experience
1
1
Certification
Work history
Mortgage and protection adviser
Lloyds Banking Group
Bristol, Bristol
05.2022 - Current
- Advised customers on suitable mortgage products based on individual financial situations and needs.
- Conducted comprehensive financial assessments to determine customer' eligibility for various mortgage options.
- Developed and maintained strong relationships with customers, ensuring highest levels of customer satisfaction.
- Proactively reaching out to customers to help satisfy their mortgage needs and deepen customer relationships.
- Educated clients on insurance products to protect their financial wellbeing.
- Strong adherence to risk to ensure compliance with lending criteria and regulations.
- Maintained strong professional relationships for repeat business.
- Demonstrated excellent problem-solving skills to overcome complex cases.
Bank Manager
Lloyds Banking Group
Bristol
04.2005 - 05.2022
- Held various management roles in several Bristol branches of Halifax over 16 year period.
- Roles have included working in team of managers in larger branches and running branch by myself in current role.
- Spent large amounts of time in sales and supervisory positions. These have involved coaching others to improve performance and supervising Banking Consultants in risk capacity.
- Responsible for maintaining operational risk controls within given timescales and ensuring branches remain compliant.
- Ensured high quality Customer Service is priority. Providing it myself through daily customer interactions, problem solving and more complex complaint queries. Also coaching and developing others to improve service. Have supported staff through coaching interventions and service scores have increased.
- Highly adaptable to role that has changed and evolved over the years. Leading and implementing change - be it different ways of working or new technologies.
- Managed a work load that is often driven by customer demand, whilst consistently meeting fixed deadlines relating to risk, training and operational requirements of running a bank.
- Coached and developed numerous banking staff to consistently meet and exceed performance objectives.
- Led team in providing exceptional customer service to enhance customer satisfaction.
Various Roles
Halifax and HBOS
Cardiff
12.2001 - 04.2005
- Halifax Credit Cards - Customer Service position in Cardiff Gate Call Centre. Administration position dealing with customer correspondence.
- Customer Service Advisor - Cardiff Queens Arcade branch. Cashiering, identifying customer needs and referring to appropriate channels.
- Banking Consultant - Cardiff Queens Arcade branch. Customer interviewing. Discussing various products including Home Insurance.
- Mortgage Reviewer - Cardiff Queens Arcade branch. Customer interviewing. Reviewing existing mortgages. Product transfers, secured loans and further advances. Helping customers with protection needs.
Education
English And Philosphy
University of Glamorgan
Glamorgan3 A' Levels
Whitley Abbey Comprehensive School
Coventry8 GCSE's Grade A - C
Whitley Abbey Comprehensive School
CoventrySkills
- Excellent communicator
- Excellent collaborator across teams
- Proven ability to reach out and deepen customer relationships
- Customer service specialist
- Highly organised
- Managing risk
- Change management
- Financial technologies
- Employee management
- Branch operational processes and policies
- Product knowledge mastery
- Financial services market knowledge
- Risk evaluation
Certification
- CeMap - London Institute of Banking and Finance
Affiliations
- I en
Timeline
Mortgage and protection adviser
Lloyds Banking Group
05.2022 - Current
Bank Manager
Lloyds Banking Group
04.2005 - 05.2022
Various Roles
Halifax and HBOS
12.2001 - 04.2005
3 A' Levels
Whitley Abbey Comprehensive School
8 GCSE's Grade A - C
Whitley Abbey Comprehensive School
English And Philosphy
University of Glamorgan