Zahra Sultan
Summary
Accomplished financial advisor specialising in aligning client financial goals with long-term strategic planning. Proven ability to communicate effectively and adapt to market fluctuations, ensuring proactive advice and compliance with regulations. Expertise in tax-efficient investment strategies and life assurance products, backed by thorough industry research. Dedicated to enhancing client portfolios through innovative solutions and strategic insights.
Overview
27
27
years of professional experience
Work history
Financial Planning Manager
Aegon Financial Planning
2024.02 - 2026.02
- Worked as part of team of 10 financial advisers, providing advice to nee clients as well as conducting annual reviews and servicing existing clients.
- Key Responsibilities
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Conducting reviews with new and existing clients to determine their investment needs, current capital and personal preference.
- Supported team by demonstrating respect and willingness to help.
- Worked flexible hours, covering nights and weekends.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Displayed energy and enthusiasm in fast-paced environment.
- Completed duties to deliver on targets with accuracy and efficiency.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Identifying and explaining which financial products and services are appropriate for each client and their unique circumstances, thus tailoring investment management and insurance services.
- Maintaining relationships with clients through regular reviews, stimulating portfolio growth.
- Flexible contact with clients via phone, e mail, video call and face-to-face meetings.
- Working as part of team to continually improve services, share resources and advice on investment strategy.
- Keeping accurate and current awareness of UK and global financial markets, stock market activity and legislation.
- Proactive lead generation through delivering training and support to 3 feeder branches both online and in person.
- Key Achievements
- Ranked top of team in 2023, by investing over 1 million pounds of client funds.
- Selected to be part of mentoring team and assigned responsibility of shadowing Mortgage Adviser in Bournemouth, who was aspiring to become Financial Planning Manager. Supported individual through DipFa Training and provided more insight into role, allowing to observe meetings, with coaching around day-to-day administration tasks.
- Developed communication and teamworking skills through liaising with 3 feeder branches.
- Worked flexible hours, covering nights, weekends and volunteered to work over Christmas Period to support colleagues wanting to spend time with family.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Applied positive customer service approach to increase satisfaction levels.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Financial Planning Manager
Nationwide Building Society
2017.01 - 2024.01
- Role and responsibilities as stated above, continued as part of TUPE Transfer from Nationwide Financial Planning to Aegon Financial Planning.
Mortgage Adviser
Nationwide Building Society
2011.01 - 2016.12
- Key Responsibilities
- Conducted mortgage, protection and home insurance interviews with 15 appointment in he diary week and achieved over 70% life protection cross sales and lowest cancellation rate in country.
- Processed mortgage applications, progressing to offer and file completion.
- Identified investment or income protection opportunities for Financial Planning Managers.
- Liaised with underwriters to help progress client cases where decision in principle/ mortgage application was not approved.
- Managed general enquiries and escalated where appropriate.
- Kept in regular contact with clients, solicitors and estate agents.
- Key Achievements
- Noted as one of top performing mortgage advisers in country, with one of highest protection conversion rates.
- Given opportunity to complete DipFa Training and Qualification through Nationwide Talent Academy.
- Simplified complex financial terms for better client understanding.
- Offered comprehensive support to clients with complex mortgage queries.
- Maintained up-to-date knowledge of industry trends for superior service delivery.
- Assessed risk factors carefully to ensure responsible lending practices.
- Ensured compliance with regulatory standards throughout all procedures.
- Worked closely with legal teams for smooth property transactions.
- Ensured complete transparency in dealings, fostering trust and building long-term relationships with clients.
- Increased client satisfaction by providing clear, concise mortgage advice.
- Promoted variety of insurance products relevant to mortgages, adding value to customer service.
- Educated clients on various mortgage products to aid informed decision-making.
- Managed high-volume case loads efficiently whilst maintaining attention to detail.
- Explained payment terms and conditions for loans, offering one-on-one appointments for clients with complex loan needs to aid understanding.
- Provided exceptional level of customer service at all stages of mortgage loan process.
- Adhered to all compliance guidelines for retail mortgage lending.
- Maintained up-to-date knowledge on mortgage market trends to develop robust business development strategies and accurate revenue forecasting.
- Maintained up-to-date understanding of market trends and developments to offer best possible customer advice.
- Provided additional advice and guidance on buildings cover and life insurance.
- Assessed clients' financial situations to evaluate readiness for mortgage application to help maintain high approval ratings.
- Assessed financial strength and credit-worthiness of clients, evaluating individual criteria to determine most appropriate product.
- Met with applicants to collect information about personal histories, current loans and income.
- Interviewed customers to assess current and projected financial positions.
- Prepared documentation on loan repayment feasibility.
Personal Banking Manager
Nationwide Building Society
2007.01 - 2011.12
- Key Responsibilities
- Conducted client meetings and processed credit card, current account, personal loan, home insurance and savings accounts on non-advice basis.
- Completed mortgage affordability calculations for clients and arranged appointments with mortgage consultants.
- Identified opportunities for referral to Financial Advisers.
- Delivered staff energisers during weekly training.
- Acted as first point of contact for dissatisfied clients and assisted in logging and transferring complaints to ensure resolution.
- Key Achievements
- Regularly hit set targets and received recognition awards at area meetings.
- Nationally recognised for highest number of home insurance sign-ups.
- Career highlight was signing home insurance to retired England footballer, who was part of winning World Cup team!
- Achieved customer retention with proactive relationship-building strategies.
- Organised regular team meetings to discuss performance targets and strategies.
- Ensured regulatory compliance, maintaining bank's reputation in industry.
- Facilitated opening of new accounts, resulting in business growth.
- Maintained strict confidentiality of client information; upheld highest standards of professionalism.
- Identified opportunities for cross-selling, increasing product uptake among customers.
- Increased customer satisfaction by providing exceptional personal banking services.
- Handled escalated customer issues, resolving them successfully and promptly.
- Improved operational efficiency by implementing innovative banking procedures.
- Managed high-profile client relationships for increased bank profitability.
- Resolved complex customer queries with patience and understanding; ensured total satisfaction.
- Updated branch staff on latest banking products and services; kept them informed and prepared.
- Fostered positive working environment to enhance employee morale and productivity.
- Collaborated with diverse teams for successful project completion.
- Conducted regular training sessions, boosting team performance and knowledge.
- Updated clients on new financial products for improved investment possibilities.
- Tailored banking solutions for individual clients' needs, enhancing customer loyalty.
- Facilitated opening of new accounts, resulting in business growth.
Cashier/ Banking Manager
Nationwide Building Society
1999.01 - 2007.12
- Key Responsibilities
- Supported several locations, working with diverse group of people from different socio-economic backgrounds
- Helped with deposits and withdrawals from client accounts, and dealt with general enquiries
- Administrative duties
- Oversaw that cash allocation remained within tolerance level, and appropriately arranged collection and order of cash to meet customer needs
- Key Achievements
- Started career as Saturday assistant following work experience job offer
- Processed payments swiftly for improved customer experience.
- Demonstrated patience while dealing with difficult customers, maintaining professionalism.
- Greeted each customer warmly, creating friendly shopping environment.
- Managed queue effectively during peak hours for seamless checkout process.
- Communicated product information to customers, driving informed purchases.
- Enhanced customer satisfaction by promptly addressing issues and concerns.
- Took initiative in restocking shelves during downtime, enhancing product availability.
- Identified counterfeit notes whilst handling cash, ensuring financial security.
- Collaborated closely with store management for daily operations success.
- Coordinated with team members for smooth shift transitions.
- Kept up-to-date with store promotions to provide accurate information to customers.
- Balanced till at end of day, maintaining accurate records.
- Trained new cashiers on store policies and procedures to maintain standards.
- Maintained clean and organised workspace to ensure efficient service.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Completed opening and closing procedures each day.
- Delivered outstanding customer care with proactive sales and listening skills.
- Engaged in pleasant chit chat for friendly and personalised service.
- Checked notes carefully to spot counterfeit currency.
- Educated customers on promotions, offers and special events to enhance product sales.
- Trained and mentored new cashiers and clerks in correct processes.
Education
LIBF Level 4 Diploma - Financial Advisers
London Institute of Banking And Finance
IFS Level 3 Certificate - Mortgage Advice & Practice
IFS School of Finance
Bachelor of Arts - Politics
University of London Queen Mary & Westfield College
LondonSkills
- Communication skills
- Long-Term vision creation
- Understanding clients' financial goals
- Adaptability to market changes
- Regulatory compliance awareness
- Knowledge on tax-efficient investing
- Proactive industry researching
- Life assurance products
- Proactive client advising
LEADERSHIP AND COMMUNICATION
- Deliver CPD training materials and presentations on key industry news in monthly team sessions.
- Coach colleagues who spot investment opportunities on a 1-2-1 and team basis.
Timeline
Financial Planning Manager
Aegon Financial Planning
2024.02 - 2026.02
Financial Planning Manager
Nationwide Building Society
2017.01 - 2024.01
Mortgage Adviser
Nationwide Building Society
2011.01 - 2016.12
Personal Banking Manager
Nationwide Building Society
2007.01 - 2011.12
Cashier/ Banking Manager
Nationwide Building Society
1999.01 - 2007.12
LIBF Level 4 Diploma - Financial Advisers
London Institute of Banking And Finance
IFS Level 3 Certificate - Mortgage Advice & Practice
IFS School of Finance
Bachelor of Arts - Politics
University of London Queen Mary & Westfield College