Poonam Mattu

• Maintained accurate and confidential client records, adhering to data protection regulations.
• Implemented evidence-based practices, continuously improving case management processes.
• Managed all aspects of cases, including drafting service plans, reviewing progress and assessing case closures.
• Managed caseloads efficiently, prioritising urgent cases to optimise client outcomes.
• Located, compiled and organised case records and reports for legal proceedings.
• Engaged in professional development activities to stay abreast of best practices in case management.
• Managed daily office operations, coordinated meetings, and scheduled appointments for seamless business functionality.
• Coordinated fast, accurate clerical work for forms, files and general data entry.
• Kept team in compliance with office policies, safety processes and industry requirements.

• Kept detailed records of client interactions, applications, and transactions to ensure regulatory compliance.
• Streamlined client mortgage applications through support in documentation requirements.
• Reviewed credit histories and financial data to calculate potential loan rates.
• Liaised with mortgage lenders, solicitors and valuers to facilitate underwriting process and loan completion.
• Analysed clients' background checks and financial records to determine loan risk involved.
• Safeguarded sensitive financial information, protecting client privacy through stringent compliance with data protection laws.
• Resolved client concerns regarding mortgage products and processes, providing reassurance and fostering trust.
• Maintained accurate and confidential client records, adhering to data protection regulations.

Key accountabilities:

• Helped clients rent homes, flats, retail and entertainment space.
• Managed emergency situations, such as property damage or urgent repairs, ensuring swift resolution and minimal disruption.
• Completed thorough property inspections before, during and after tenancies.
• Maintained extensive knowledge of housing market trends and developments.
• Managed rental finances, late payments, expense record-keeping and payment processing.
• Ran background checks on potential tenants to evaluate their criminal record and credit status.
• Verified inventories, gas safety certificates and all other legal documentation were up-to-date and complied with current legislation.
• Issued termination of tenancies and all other formal notices, liaising with solicitors for more complex issues.
• Arranged property repairs, obtaining quotes from contractors for maintenance issues.

Key accountabilities:

• Explained mortgage loan options to assist potential clients in choosing appropriate financial products for individual circumstances.
• Entered client application data into loan processing systems to determine loan acceptance and amounts.
• Maintained consistent and updated client records in company CRM system to improve data tracking and account service.
• Answered client loan enquiries, leveraging industry knowledge to report market conditions.
• Created detailed reports for clients, detailing application results and reasons for approval or denial.
• Stayed up-to-date on industry and legislative changes to maintain adherence to regulatory requirements.
• Evaluated client financials to determine creditworthiness and recommend favourable mortgage products.
• Supported client mortgage processes by assisting with applications and financial documentation requirements.
• Liaised with mortgage lenders, solicitors and valuers to facilitate underwriting process and loan completion.

Key accountabilities:

• Answered incoming customer calls, answering specific product and service questions.
• Strictly adhered to industry best practices and standards by following policies and procedures.
• Verified required documentation, checking all files submitted to complete transactions.
• Collaborated effectively with lenders, estate agents and surveyors to aid smooth-running lending transactions.
• Recorded and analysed client finances, creating detailed assessments of lending possibilities.
• Maximised customer engagement and satisfaction by delivering excellent customer service.

Key accountabilities:

• Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
• Maximised sales opportunities by determining and standardising best practices.
• Shared comprehensive product knowledge and drove revenue through consultative sales approach.
• Kept up to date in product changes, developments and issues resolved to efficiently answer customer queries.
• Provided extensive, technical and in-depth information into product specifications to customers when required.
• Achieved client financial objectives within agreed timescales.
• Collaborated with clients to outline realistic financial goals and objectives.
• Verified clients' needs and financial resources to determine tailored investment strategy.

Key accountabilities:

• Processed client payments following company regulations, financial policies and procedures.
• Eliminated errors when balancing cash machine transactions, teller cash dispensers and teller cash recyclers.
• Responded and assisted customers with account inquiries and updates.
• Received cash and checks for deposit, verified amounts and endorsements, and examined for counterfeit bills.
• Identified and eliminated errors when balancing cash point transactions, teller cash dispensers and teller cash recyclers.
• Recognised sales opportunities and cross-sold financial products by making quality referrals to meet assigned teller goals.