Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

VICTORIA POWELL

Stepaside,Dublin

Summary

Having worked in a diverse range of companies for over 20 years I Have illustrated a wealth of experience skills and intellect including my analytical skills, negotiation ability, eye for detail as well as being able to pick up new systems and processes very quickly. I Have excellent interpersonal skills which Have improved further over the years working in various customer service environments where being professional and personable at all times are key. Working in Scottish Provident during a particularly busy time I oversaw locating policy alterations and amendments to various departments to ensure our SLA agreements were met accordingly which I successfully achieved in line with applicable KPI's. During my time in Accenture, AIB, KBC and Betbright I demonstrated exemplary c,credit analysis, case pipeline management as well as training up more junior colleagues and delegating tasks within the team.I Have excelled in all my roles having previously gained good qualifications where a high aptitude and intellect for accounts, Law and business were demonstrated. I really enjoy working both on my own where I can use my own initiative and in team environments where feedback and support is essential. I am highly ambitious and feel I would be an asset to any company through my hard work, skills and determination.

Overview

20
20
years of professional experience

Work History

Trustee Executive

HSBC
02.2022 - 09.2022
  • Assisting in internal business operations by the preparation of client reporting including monthly and quarterly reporting
  • Assisting the team with administrative tasks and analytical tasks
  • Assisting in the preparation of the KPIs and the developmental activity for team members and manage their work schedules to ensure optimum coverage for stakeholders
  • Supporting colleagues to ensure a cost-effective service delivery proposition for the remit area, whilst maintaining Service Level Agreements
  • Assisting to achieve continuous improvements in efficiency of service provision and cost
  • 100% success rate in adherence to KPI’s by ensuring deadlines are met, SLD’s adhered to, and procedures followed
  • Prompt and accurate client reporting
  • Managing the team and delegating workload as well as reminders and support needed for their tasks
  • QA of reports and Fx overlay reports and regulations of fund breaches

Risk and Fraud Analyst and Support

Telus International
12.2021 - 03.2021
  • Customer support and Customer account analysis including KYC and AML analysis
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.

Senior Credit Analyst

Accenture
02.2019 - 12.2019
  • Managing complex cases through to resolution via deep analysis of the life cycle of the mortgage
  • Acting with due diligence in recommending strategies and implementing resolutions for prime mortgage loan recovery
  • AML and KYC administration
  • AML Background checks
  • Extensive case and credit analysis and follow through to Dispute resolution
  • Negotiating mutually beneficial compensation agreements
  • Presentation to Various Stake holders and Team leaders of the Case overview, conclusion and the Compensation recommended
  • Come to arrangement with borrowers within prescribed parameters
  • Arrears support and administration
  • Arrears calls with customer to come to a mutually beneficial agreement
  • Negotiate with customers to come to a mutually beneficial agreement to restructure their mortgage loan account
  • Keep to targets for number of calls taken a day and ensure quality is maintained
  • Work closely and constructively with colleagues within the team/business area and external stakeholders, sharing knowledge and best practices openly and willingly
  • Adhering to compliance and regulatory requirements at all times as well as risk management regulations
  • ASU knowledge and adherence to MARP, CPC, CCMA
  • Case pipeline management
  • Quality control of documents and financial analysis
  • Legal compliance and financial credit analysis within the mortgage and personal loans sector
  • Restitution analysis and compensation where appropriate
  • QA cases
  • Tracker mortgage analysis and legal compliance analysis
  • Customer complaints resolution with tracker mortgage review
  • Updating customers and liaising on a regular basis maintaining with customers to mutually beneficial agreements are reached and the customer is updated throughout the process

Mortgage Executive on Tracker Mortgage Review

KBC
06.2016 - 09.2016
  • Complete required amount of cases in line with checklist
  • Responsible for each agreement number worked on and ensure that it is fully completed
  • Keep track of any issues or queries on the shared issue log and raise with QA asap
  • Report on the number of cases completed per day and those %pass and those % pass for treatment
  • Arrears administration support
  • AML Background checks
  • Legal compliance-checking contract conditions and compliance
  • ASU-checking cases for relevant documents in order to ensure compliance with rates offered and compiling margin reports
  • QA cases
  • CCD

Quality Risk and Consumer Affairs Administrator

ST VINCENT’S UNIVERSITY HOSPITAL
01.2016 - 02.2016
  • Checking documents for legal compliance
  • Quality Control
  • General legal administration
  • Reporting to Quality Risk Co-ordinator
  • AML Client review

Customer Service and Risk Analyst

BETBRIGHT
05.2015 - 09.2015
  • Call and query handling including problem solving-handling chats, calls and support inbox emails
  • Obtain and evaluate all relevant information to handle enquiries and complaints
  • AML adherence checks and investigation
  • Respond promptly to customer enquiries and follow up on customer interactions
  • Manage administration - keep records of customer interactions and transactions
  • Record details of enquiries, comments and complaints including actions taken
  • Liaising with internal departments to resolve daily issues
  • Meeting targets as set by supervisor/manager
  • Complete K.Y.C requests daily
  • Check documents in adherence with UK Gambling Law
  • Risk assessment and fraud prevention

Infrastructure and Procurement Commercial Lead

CAPITA IRELAND
01.2015 - 01.2015
  • Legal Administration reporting to the procurement manager
  • Contract amendments –negotiating facility contracts between parties and agreeing the terms of the contract
  • Adhoc administration-Composing reports and briefs as requested by manager

Technical Support and Customer Service for The Irish Lottery

CAMELOT GLOBAL-CPL
12.2014 - 12.2014
  • Incoming calls on average 80-100 per day
  • Duties: Managing players accounts eg
  • Dealing with technical issues and troubleshooting problems to resolve such as players registration details
  • Advising players on account details, technical issues and various player accounts issues
  • Resolving customer email queries approximately 40/50 per day
  • Advising players on new account registration processes
  • Escalating relevant queries to the operations department for further investigation

Accounting Administration and Assistant

CUALA DALKEY- SOUTHSIDE PARTNERSHIP
01.2013 - 06.2014

Consular Assistant

SOUTH AFRICAN EMBASSY
05.2008 - 04.2009

Receptionist/Administrator

ENTERPRISE IRELAND
11.2007 - 04.2008

Temporary Assignments

LA CRÈME RECRUITMENT
08.2007 - 10.2007

Reception

GILLIGAN BLACK RECRUITMENT
04.2007 - 07.2007

Customer Service Advisor-International Alterations-Life Servicing Team

SCOTTISH PROVIDENT
08.2006 - 03.2007
  • Processing policy alternations requests including changes of address, ensuring the highest level of accuracy is maintained at all times;
  • Maintenance of Income Requests ;Issuing Annual plan statements and assignment/ reassignments
  • Liaising with brokers and clients
  • Report on workload when requested and in relation to progress against targets
  • Highlight potential Service issues in advance to the team Comprehensive and CSM
  • To communicate effectively both verbally and in writing, with all professional contacts to provide relevant and accurate information in a professional and image conscious manner;
  • Working proactively with the other members of the Life Servicing team to improve the overall service level within the team, and in doing so add value to the Operations Division as a whole and participate in projects and or initiatives as required

Senior Mortgage Sales Analyst/ Underwriter

FIRST AMERICAN TITLE
09.2005 - 07.2006
  • Underwriting a high volume of mortgage cases for designated agents;
  • Pipeline Management;
  • Follow-up on cases through to check issue
  • Ensure that turnaround times from Lender is met (Service Level Agreements)
  • Quality control of documentation received;
  • Handle a large volume of agents queries phone/email;
  • Resolve customer queries;
  • Dealing with Land Registry queries;
  • Dealing with Borrowers/Solicitors queries phone/email;
  • Responsible for compliance documentation and procedure for Life Cover & House
  • Update electronic files with actions taken;
  • Generate standard letters to clients
  • Update the KYC monitoring database and review the CDD and AML compliance
  • Arrears support and financial analysis

Customer Service Operator

VODAFONE IRELAND
09.2004 - 08.2005

Customer Services Operator

EIRCOM
01.2004 - 09.2004
  • Billing queries
  • Dealing with customer complaints

PA & Receptionist

EUGENE SPILLANE ARCHITECTS & CO
04.2002 - 12.2003

Education

APA - loans and Regulations

LIA
11.2024

Accounting Technician -

Senior College Dun laoghaire
01.2012

Manual & Computerized Payroll /Accounts -

07.2010

LLB -

Nottingham Trent University
Bristol
01.1999

A level - Chemistry

MPW Bristol
01.1995

A-levels - English and Biology

Filton College, Bristol, UK
01.1994

GCSE’S -

Redland High School, Bristol, UK
01.1992

Skills

  • Word 2010
  • Excel 2010
  • Outlook 2010
  • Sage 50 Micropay
  • Tasbooks
  • Salesforce
  • AML
  • KYC
  • CDD
  • Interpersonal skills
  • Operations management
  • Executive support
  • Customer-oriented
  • Customer relations
  • Team leadership
  • Administrative skills
  • Quality management
  • Problem resolution

References

References will be available upon request.

Timeline

Trustee Executive

HSBC
02.2022 - 09.2022

Risk and Fraud Analyst and Support

Telus International
12.2021 - 03.2021

Senior Credit Analyst

Accenture
02.2019 - 12.2019

Mortgage Executive on Tracker Mortgage Review

KBC
06.2016 - 09.2016

Quality Risk and Consumer Affairs Administrator

ST VINCENT’S UNIVERSITY HOSPITAL
01.2016 - 02.2016

Customer Service and Risk Analyst

BETBRIGHT
05.2015 - 09.2015

Infrastructure and Procurement Commercial Lead

CAPITA IRELAND
01.2015 - 01.2015

Technical Support and Customer Service for The Irish Lottery

CAMELOT GLOBAL-CPL
12.2014 - 12.2014

Accounting Administration and Assistant

CUALA DALKEY- SOUTHSIDE PARTNERSHIP
01.2013 - 06.2014

Consular Assistant

SOUTH AFRICAN EMBASSY
05.2008 - 04.2009

Receptionist/Administrator

ENTERPRISE IRELAND
11.2007 - 04.2008

Temporary Assignments

LA CRÈME RECRUITMENT
08.2007 - 10.2007

Reception

GILLIGAN BLACK RECRUITMENT
04.2007 - 07.2007

Customer Service Advisor-International Alterations-Life Servicing Team

SCOTTISH PROVIDENT
08.2006 - 03.2007

Senior Mortgage Sales Analyst/ Underwriter

FIRST AMERICAN TITLE
09.2005 - 07.2006

Customer Service Operator

VODAFONE IRELAND
09.2004 - 08.2005

Customer Services Operator

EIRCOM
01.2004 - 09.2004

PA & Receptionist

EUGENE SPILLANE ARCHITECTS & CO
04.2002 - 12.2003

Accounting Technician -

Senior College Dun laoghaire

Manual & Computerized Payroll /Accounts -

A level - Chemistry

MPW Bristol

A-levels - English and Biology

Filton College, Bristol, UK

GCSE’S -

Redland High School, Bristol, UK

APA - loans and Regulations

LIA

LLB -

Nottingham Trent University
VICTORIA POWELL