Michelle Cattell

I have recently taken this role. I assist taking children who have additional needs to and from school. I have completed a first aid course, safeguarding course and an Enhanced DBS check.

• Helped children and school students board safely, reducing risk of accidents.
• Eased pupils' anxiety by building strong rapport and cultivating inclusive atmosphere in all journeys.
• Upheld behaviour standards in vehicle to promote safety and minimise distraction to drivers.
• Supervised up to 2 SEN pupils to and from school.
• Planned for and adapted to emotional and medical needs of passengers throughout school journeys.
• Determined level of assistance required for each individual passenger.

I had worked for Santander for nearly 21 years and during this time I have had many roles. I started as a Customer Service Advisor. I served the public with their banking needs and helped them with their day to day questions and queries.

I then got a promotion to Personal Banker. In this role I have more one to one time with customers, discussing their needs and opening accounts for them. I also deal with Power of Attorney and bereavement cases which need a sensitive and approachable demeanour. I am a level 400 within the branch and i work alongside the assistant manager to help with the controls and risk we deal with in the branch and also as a wider company. I do daily checks to make sure that staff are adhering to the controls we have in place. We have recently taken up the role to help our telephone teams with incoming calls from customers. We take generic calls to help with daily banking needs and questions, aswell as booking appointments and discussing and transferring customers to a variety of teams within the bank.

During my time at Santander i have also been seconded to perform assistant manager roles in various branches for a length of time. This involved the daily running of the branch, making sure staff were ok, completing rotas, managing sickness, dealing with customers in a management capacity, dealing with complaints and keeping positivity within the branch.

Working at Santander i have been able to learn and gather lots of information in regards to GDPR, confidentiality, banking protocols, annual testing, continuing personal development, people skills, working as team and using my own initiative. Being time conscious, have strong organisational skills, my own time management,hitting targets as well as having great rapport with customers and colleagues.

• Resolved complex banking queries with professional demeanour and expertise.
• Maintained strict confidentiality of customer information, adhering to data protection laws.
• Delivered excellent customer service to foster positive relationships.
• Collaborated with team members to meet daily operational requirements smoothly.
• Educated clients on digital banking services to simplify transactions.
• Verified documents for account opening processes, ensuring regulatory compliance met.
• Fielded incoming calls from customers, resolving issues swiftly and efficiently.
• Conducted risk assessment for protection against potential losses.
• Maintained up-to-date knowledge of legislation and policy changes.
• Translated financial jargon for complete client understanding.