Sam Connolly
Newton Aycliffe,Co. Durham
Summary
Accomplished professional with expertise in credit analysis and regulatory compliance, adept at applying FCA rules and utilising underwriting software. Demonstrates strong performance management and data analysis skills, complemented by a keen ability for information gathering and customer service. Committed to leveraging these competencies to drive organisational success and ensure adherence to industry standards.
Overview
7
7
years of professional experience
14
14
years of post-secondary education
Work history
Credit Referral Underwriter
BT
Darlington
01.2023 - Current
- Analysed financial data to determine the risk of granting services with EE including loans.
- Conducting security calls with applicants to minimize fraud and also to confirm any details on their application if needed.
- Managed workload efficiently, meeting tight department SLA's and maintaining high quality output.
- Dealing with existing customers queries with regards to their credit file with us and also applicants who are either querying their credit check with us (usually after they have been declined after a credit check)
- Quickly adapting to new policies and changes which have been set which can be common place.
Executive Customer Resolution Team
EE
Darlington
11.2021 - 01.2023
- Dealing with high level complaint, MP and VIP queries and liaising with various areas of the business to resolve any complaints/queries with which I have been assigned to handle.
- This was a challenging and quickly changing department which required me to be up to date with business processes and any new changes to ensure the best possible service and outcome.
- I would work with emails, letters and calls, and communicate accordingly, this would also mean taking ownership of cases from beginning to end.
- The best was always required due to the customers and stakeholders I dealt with on a daily basis, whilst also meeting productivity targets.
- In cases where a resolution wasn't possible, I would have to write a letter, with which a customer could then approach the Ombudsmen to escalate their complaint further.
Broadband Technical Advisor
EE
Darlington
06.2019 - 11.2021
- Within broadband tech, I was dealing with challenging calls in which later became such an essential service during the COVID-19 pandemic.
- During my time in this department, I dealt with various issues in which there was a knowledge gap from customers, so a great amount of patience was needed to not just resolve faults, but to help educate and assist customers with issues which might not be something typically in my job role.
- This was all carried out while having ambitious targets for customer satisfaction and first time resolution, and what was a fast moving and changing environment.
Life Events
EE
Darlington
12.2017 - 06.2019
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity, while also demonstrating empathy and care for what maybe a tough time for customers.
- Within this role I dealt with cases such as bereavement, power of attorney documents, police seizures of customers property and also dealt with fraud.
- As a small team, I worked with my colleagues to overcome multiple challenges each day to ensure the department met and exceeded SLA's and KPI's set
- Carried out day-to-day duties accurately and efficiently and picking up any other duties asked by my manager.
Education
GCSEs - Maths
St John's School and Sixth Form College
Bishop Auckland 09.2010 - 06.2015
GCSEs - In each of English Language and Literature
St John's School and Sixth Form College
Bishop Auckland 09.2010 - 06.2015
GCSEs - In each of - Chemistry, Biology and Physics
St John's School and Sixth Form College
Bishop Auckland, Durham 09.2010 - 06.2015
Skills
- Credit analysis
- Application of FCA rules
- Experience with underwriting software
- Regulatory compliance understanding
- Performance Management
- Data analysis
- Information gathering
- Customer Service
Timeline
Credit Referral Underwriter
BT
01.2023 - Current
Executive Customer Resolution Team
EE
11.2021 - 01.2023
Broadband Technical Advisor
EE
06.2019 - 11.2021
Life Events
EE
12.2017 - 06.2019
GCSEs - Maths
St John's School and Sixth Form College
09.2010 - 06.2015
GCSEs - In each of English Language and Literature
St John's School and Sixth Form College
09.2010 - 06.2015
GCSEs - In each of - Chemistry, Biology and Physics
St John's School and Sixth Form College
09.2010 - 06.2015
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