Robert Downes
Selby,United Kingdom
Summary
Banking professional with 19 years of experience at First Direct, bringing extensive expertise across lending, account opening, high-risk customer assessment, and regulatory compliance. Demonstrates strong attention to detail and a well-developed instinct for identifying risk, including suspicious customer behaviour and complex borrowing scenarios. Trusted to manage sensitive and high-risk cases independently, applying sound judgment with a calm and measured approach under pressure.
I am looking for a new challenge and an opportunity to move into a different sector where I can continue learning and growing. I bring years of experience, a positive attitude, and a strong willingness to adapt and contribute to a new team and environment.
Overview
28
28
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Lending Specialist
First Direct
Leeds
2018.10 - Current
- Handle lending and savings inquiries via phone and online channels, ensuring optimal customer outcomes and adherence to regulatory standards.
- Guide applicants through decision processes, including professionally communicating declines.
- Support clients facing financial stress or difficulty by identifying suitable solutions and explaining available options.
- Coach new team members to achieve competency sign-off, with a focus on compliance and quality.
- Projects - Product Withdrawal – Flexiloan, Gold & Classic Cards.
Contact customers impacted by product withdrawal, clearly explaining changes, timelines, and alternative options. Manage objections and ensure a smooth and compliant transition. - Department Merger Feasibility Project
Participated in a cross-functional project assessing the integration of Account Opening and Lending teams. Contributed to process evaluation and training analysis, informing the final business decision.
Account Opening Specialist
First Direct
Leeds
2007.08 - 2018.10
- Assisted with processing current account applications to ensure accuracy and compliance.
- Supported customers during onboarding and addressed post-application queries.
- Facilitated conversions from sole to joint accounts and managed additional credit card user applications.
- Conducted due diligence for high-risk prospects through identity verification and customer risk assessment.
- Administered current account switch services, setting up switches and resolving rejected cases.
- Projects - CASS Implementation September 2013
Supported the transition to the new switching system, contributing to process redesign and acting as a Subject Matter Expert during launch. - Account Opening Process Improvement (“Cradle to Grave”) 2015
Part of a team that reviewed and streamlined the account opening journey, reducing turnaround time from 14 days to 6 days while maintaining compliance standards.
Branch Manager & Driving Instructor
British School of Motoring (BSM)
Leeds, West Yorkshire
1998.07 - 2007.08
- Teaching practical and theoretical driving skills to pupils.
- Managed a team of 3 staff and 20 self-employed instructors in delivering high-quality instruction, pupil training plans to test standard.
- Monitor business performance through effective management of key performance indicators ensuring business is profitable.
- Develop my staffs abilities delegating responsibilities.
Education
Higher National Certificate (HNC) - Computer Aided Draughting
Leeds College of Building
Leeds 1993.01 - 1994.01
A-Levels -
John Smeaton High School
Leeds 1989.09 - 1991.05
GCSEs -
John Smeaton High School
Leeds 1986.09 - 1989.05
Skills
- Calm under pressure
- Problem-solving
- Verbal & digital communications skills
- Organizational skills
- Resourcefulness
- Achieving KPI's
- Time Management
- IT literacy
- Comply with business procedures and all legal requirements
- Work on own initiative and as part of a team
- Dealing with objections
Certification
Clean full driving licence.
First Aid Trained.
Volunteer with St. Leonards Hospice.
Since 2022 I have worked as a volunteer at St. Leonards Hospice in Selby. I help sort and organize donations logging Gift Aid if the donor is registered. I often take ownership of Christmas related donations, ensuring they are arranged into individual categories so the team can easily add new items to the correct locations.
Timeline
Lending Specialist
First Direct
2018.10 - Current
Account Opening Specialist
First Direct
2007.08 - 2018.10
Branch Manager & Driving Instructor
British School of Motoring (BSM)
1998.07 - 2007.08
Higher National Certificate (HNC) - Computer Aided Draughting
Leeds College of Building
1993.01 - 1994.01
A-Levels -
John Smeaton High School
1989.09 - 1991.05
GCSEs -
John Smeaton High School
1986.09 - 1989.05