PAULA DAVIES CV

• Handled requests with friendly, knowledgeable, professional, manner, continually achieving 100% excellent positive customer feedback.
• Managed senior cashier duties, ordering and returning money to cash centre, making sure cash levels are correct and secure procedures being followed to reduce any financial risk.
• Expressed care, patience and empathy when handling customer interactions dealing with vulnerable customers, going though life events.
• Adhered strictly to policies and procedures for continued company compliance.
• Face to face enquires dealt with efficiently with customers using desktop,laptop,iPad and mobile devices.
• Knowledgeable in Internet/mobile banking, faster payments,chaps,foreign payments,personal and business banking,cards,savings/investments,and fraud prevention.
• Accredited Bereavement Specialist
• Accredited Senior Cashier duties
• Accredited Non personal account reconciliations
• Accredited Fraud Awareness
• Participated in regular training maintaining up-to-date knowledge on company products and policies. Including fraud and risk training.
• Ensure all accreditations up to date and quarterly training completed to time scales.
• Collaborated closely with other departments for seamless problem resolution process for customers.
• Processed high-value payments with meticulous accuracy.

Managed portfolio of over 3000 customer accounts, maintaining ongoing banking relationships with them. Seeing a minim of 25 face to face/telephone appointments per week.

First point of contact for this set of customers, for all their lending / financial needs. Referrals to our alternative channels where required.

Meeting weekly targets for appointments seen/ products opened.

• Maintained quality assurance standards for all products and services.
• Used management software and data analysis to forecast product demand.
• Processed customer payments and set up direct debits for long-term service contracts.
• Assured timely delivery of products and services to meet customer expectations.
• Established strong rapport with clients through regular communication.
• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.

Building and contents Specialist providing general insurance quotes to customers in the area. The role was mainly branch based appointments, occasionally visit customers home to give a valuation of household contents insurance, providing them with an individual quote. Often appointment was combined with the Financial Advisor as dealing with high net worth customers.

• Liaised effectively with underwriters to negotiate competitive policy terms for clients.
• Conducted regular training sessions, enhancing staff knowledge of complex policies and procedures.
• Aided in policy renewals promptly, avoiding coverage lapses for clients.
• Cultivated strong relationships with clients through excellent service provision, boosting retention rates.
• Achieved customer satisfaction with clear and precise insurance advice.

• Screened incoming phone calls and relayed detailed messages.
• Photocopied and printed presentations and reports for meetings.
• Kept files organised and up-to-date for accurate record-keeping purposes.
• Book appointments for Financial advisor and monitor their diary

• Assisted customers with questions about products, services and terms.
• Solved customer issues and disputes using accurate banking information and policies, maintaining loyalty and satisfaction.
• Took care to verify transactions and maintain security protocols, protecting institution from avoidable losses.
• Reconciled accounts and cash drawers for discrepancy-free recordkeeping.
• Cashiering/back office duties