Vitdusshan Geevakumar

Handled inbound and outbound calls to customers in arrears, providing financial guidance and options.

• Negotiated affordable payment plans while ensuring compliance with CONC and company policies.
• Maintained professionalism and empathy during customer interactions, addressing complaints effectively.
• Updated system records accurately, adhering to regulatory requirements.
• Identified vulnerable customers, escalating cases to appropriate teams for further support.
• Ensured compliance with Santander's risk policies and regulatory guidelines throughout operations.
• Protected customer and company interests in alignment with Consumer Duty standards.
• Utilised negotiation and persuasion skills to secure customer commitment and resolve queries.

• Build and maintain long-term customer relationships, fostering customer loyalty through proactive engagement across various communication channels, including phone and face-to-face.
• Regularly refer customers to the Financial Planning Manager for tailored investment advice and insurance solutions.
• Awarded Investment Champion of the Month for consistently delivering high-quality referrals that converted into customers investing in financial products.
• Demonstrate and promote Santander’s product offerings, ensuring they align with customer needs and drive sales.
• Handle cash deposits, withdrawals, and large money transfers while safeguarding against fraud and following all necessary protocols.
• Collaborate with other departments to resolve complex customer queries and provide seamless service across all touchpoints.

Key Skills Developed:

• Sales & Referral Expertise: Consistently converting referrals into customers investing in financial products, exceeding targets.
• Attention to Detail: Ensuring secure handling of transactions, minimising fraud risk.
• Team Collaboration: Building strong cross-department relationships to address customer needs and streamline processes.
• Communication & Persuasion: Effectively conveying the benefits of financial products and services to customers, helping them make informed decisions.

• Achieving store and individual targets on a daily/monthly basis
• Closing sales by adapting to customer's needs and wants
• Advertising promotions, explaining company policies
• Help customers find the right product
• Skills Developed: Product knowledge, Communication, Resilience

• Supporting students in preparation for SATs (Maths and English)
• Skills Developed: Leadership, Organisation