Susan Williams
Fazakerley,Liverpool
Summary
Skilled customer service and financial services specialist with a strong background in banking, motor finance, and account management. Proficient in addressing complex customer inquiries through various communication channels. Expertise in managing regulated financial agreements, resolving issues, and articulating financial information effectively. Committed to delivering exceptional customer service and fostering teamwork.
Overview
27
27
years of professional experience
Work history
Customer Service Advisor
Mann Island Finance
Liverpool
2022.01 - 2026.10
- Manage and service existing customer motor finance agreements, taking ownership of a wide range of account-related enquiries.
- Investigated and resolved complex queries regarding customers' finance agreements, documenting outcomes and enhancing customer satisfaction.
- Deal with enquiries relating to early settlement and repayment of finance agreements, providing clear and accurate information in line with company procedures.
- Support customers with queries regarding Voluntary Termination and other options available under their finance agreements, following relevant procedures and regulatory requirements.
- Process and explain changes to Direct Debit arrangements, additional payments and overpayments, ensuring customers understand the impact on their agreement.
- Explained financial and agreement information clearly, tailoring communication to individual customer needs and fostering a professional, empathetic rapport.
- Processed requests to update customer and vehicle details, ensuring accuracy and compliance with company standards.
- Use internal systems and processes to review customer accounts, make authorised amendments and resolve enquiries efficiently.
- Work within financial services, regulatory, compliance and data protection requirements while maintaining high standards of customer service.
Cashier
Santander Bank
Liverpool
2021.03 - 2021.12
- Managed cash transactions, customer enquiries, and account servicing to ensure seamless operations in a busy branch environment.
- Executed UK and international transfers, standing orders, and customer requests with accuracy and attention to detail.
- Oversaw key-holder duties to ensure branch security and efficient operations. and supported branch security and cash management procedures.
- Facilitated promotion of banking products and services, scheduled customer appointments, and addressed customer banking needs effectively.
Personal Banking Adviser
Santander Bank
Huyton, Liverpool
2010.11 - 2013.03
- Delivered face-to-face banking advice and customer service, facilitating account openings and servicing current and savings accounts while discussing personal lending, insurance, and credit products to meet customer needs.
- Analysed customers' existing arrangements to recommend suitable Santander products and services that aligned with their financial goals.
- Achieved personal targets by prioritising customer service and ensuring a consistently positive customer experience.
Customer Service Adviser
Alliance & Leicester Bank
Bootle, Liverpool
2005.01 - 2010.01
- Resolved customer enquiries with professionalism and efficiency, ensuring a positive customer experience.
- Handled account enquiries, processed payments and transfers, addressed debit card queries, and resolved general customer service issues.
- Supported business banking customers in inbound call centre by managing telephone enquiries.
Telemarketing Adviser
Vertex
Kirby, Liverpool
2000.01 - 2005.01
- Worked in an outsourced outbound call centre, promoting products and services for a range of well-known organisations. Received training on individual products and communicated confidently with customers to explain offers, arrange appointments, take orders and promote services.
- Marketed financial products and services to prospective clients.
- Promoted pension products tailored for teachers, increasing awareness of specialised financial solutions.
- Advertised domestic gas and electricity services to potential customers.
- Promoted domestic gas and electricity services to customers.
- Advertised mobile products tailored for business clients.
- Coordinated credit-check appointments for business advisers, facilitating client onboarding.
- Processed customer orders while promoting corporate hamper options to enhance customer engagement.
- JD Williams – took catalogue orders and promoted discounts to existing customers.
- Provided flexible payment terms to existing customers.
Education
Senior School, Ruffwood Comprehensive School
Kirkby, Liverpool 1 1978 - 1 1979
Skills
- Motor finance and financial services
- Account servicing
- Payments and settlements
- Regulatory compliance
- Financial analysis
- Customer relationship management
- In-person customer service
- Problem resolution
- Working to targets and service standards
- Attention to detail
- Team collaboration
Timeline
Customer Service Advisor
Mann Island Finance
2022.01 - 2026.10
Cashier
Santander Bank
2021.03 - 2021.12
Personal Banking Adviser
Santander Bank
2010.11 - 2013.03
Customer Service Adviser
Alliance & Leicester Bank
2005.01 - 2010.01
Telemarketing Adviser
Vertex
2000.01 - 2005.01
Senior School, Ruffwood Comprehensive School
1 1978 - 1 1979
Interests
I enjoy photography, particularly landscapes and scenic areas, as well as long walks and exploring the outdoors. I also enjoy editing my photographs and taking family portraits, which has developed my creativity and attention to detail.
References
Available on request.
Interests
I enjoy photography, particularly landscapes and scenic areas, as well as long walks and exploring the outdoors. I also enjoy editing my photographs and taking family portraits, which has developed my creativity and attention to detail.