Amanda

• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Directed operations staff by providing guidance, training, and support in order to meet company objectives.
• Developed key performance indicators to measure effectiveness of operational processes.
• Guided employees on understanding and meeting changing customer needs and expectations.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
• Measured and reviewed performance via KPIs and metrics.
• Mitigated business risks by working closely with staff members and assessing performance.

• Prepared monthly reports summarising activities associated with insolvency cases.
• Monitored compliance with court-mandated restructures plans.
• Provided guidance and advice to clients regarding Personal Insolvency proceedings.
• Analysed financial data such as income statements, balance sheets, cash flow statements, and budgets.
• Conducted reviews of debtor's financial records to ensure accuracy.
• Built strong collaborative relationship with PIPs
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Provide training and instruction to new team members
• Support the management team with projects and additional tasks as required

• Built relationships with clients by offering personalized customer service in order to retain business and attract new clients.
• Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
• Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals and risk tolerance.
• Promoted business to increase customer base and grow revenue.
• Consulted with clients to assess and meet short- and long-term financial goal.
• Promoted business development and new opportunities by engaging and meeting with prospective clients.

● Managed a portfolio of Mortgage accounts that were in arrears. Responsible for contacting customers about arrears and managing cases with sensitivity while maximising recoveries for the Bank.

● Prepared monthly management and regulatory reports to ensure compliance with all legal and regulatory requirements.

● Required to engage in negotiations with customers and solicitors to resolve disputes and come to mutually agreeable solutions.

● Prepared and delivered presentations for other areas of the Bank to highlight the work carried out in our area, build relationships and the profile of our department.

● Acted as team liaison with management during the set-up of AIB Arrears Support Unit.

● Led a team of five testers to develop and implement a new set of letters for the Mortgage Arrears Support Unit to meet the requirements of the financial regulator.

Worked within the Banks in house solicitors on the circuit court team managing personal loans and credit cards that had been referred for legal action

● Appointed CCMA Co-ordinator for my team following the introduction of the code of conduct on mortgage arrears by the financial regulator in 2010.

● Given responsibility for portfolio of complex cases due to my specialist knowledge and abilities in dealing with customers in sensitive situations.

● Appointed Team Leader for a team of 5 testers to prepare new suite of letters and procedures for CCMA.

● Contributed to policy and procedures manuals for both Circuit Court Team and Mortgage Arrears Team.