Miss Chloe CraigAddress: 5 Glenvilla Place, Glenburn, Paisley PA2 8TP

Tel: 07850333610Email: chloealexandriacraig@live.co.uk

https://uk.linkedin.com/in/chloealexandriacraigPROFILE:I am an excellent communicator both verbally and written. I have a diverse skill set and I will always go the extra mile to ensure that I deliver my work on time. I can work on my own initiative as well as in a team environment and from my academic experience I am creative and dynamic and have gained work experience within the financial services sector where I have progressed naturally from one business unit to the other providing a customer focused service. From my academic experience combined with my work experience I now have the skills to deal with members of the public from various ages, provide excellent customer service whither this be face-to-face, via the telephone or written. I have participated in organising events and charitable work, which has given me the scope to work on projects from creation to completion. I am confident this coupled with my personality, drive; enthusiasm and desire to be successful will aid me in securing a job that will maximise on all my current skills and experience as well as enhance my career to the next step and level given the opportunity.

SKILLS:* Excellent Communications Skill and the ability to deal with a diverse range of people * Performance Driven and can work to and consistently achieve targets and deadlines* Excellent Organisations skills and the ability to manage time effectively. * Ability to take ownership * Excellent attention to detail * Strong problem solving skills and experience * Customer focused and driven

EMPLOYMENT:

Mortgage Services Administrator, Clydebank, West DunbartonJuly 2016 – Present The banks automated underwriting systems take the mortgage application data into a computer program, which assess the risks based on formula and give an approval or denial. These programs require strict adherence to guidelines and will not entertain any gray areas. All straight system approvals require my look over all verifications and documents, to make sure that all the data matches the information inputted into the automated system that generated the approval. If the information does not match, there for I am required to send the file back to the processor with conditions that must be fulfilled prior to final approval. This usually involves getting additional information or verifications.

Proficient in use of the internal monitoring spreadsheets, credit scoring system and databases ensuring current status of mortgage pipeline accurately reflected.

Completion of necessary forms and checklists ensuring compliance with relevant procedures.

Income and expenditure verified ensuring affordability, use of salary slips and bank statements to verify, where relevant seek additional information in order to prove affordability.

Use of internal system records to complete validation checks against and highlighting inconsistencies to prevent fraud/incorrect lending decisions.

Approving facilities within credit approval system using relevant codes.

Calculation of income and expenditure ensuring declarations made in credit application are accurate

Where corrections or amendments are required to applications liaise effectively with the broker ensuring same day completion.

General administration duties to support our Underwriters. Assessing background information on the client A strong attention to detail. Analytical. Ability to work on own initiative and knows when to refer to seek guidance.

CYBG PLCAdministrator Customer Experience Team (All Business Segments) Customer Services UKSeptember 2014 – June 2016 Glasgow, United Kingdom

To provide support to Complaint Handlers who investigate customer complaints. Within the end-to-end process, my role is to gather information from various sources including telephoning customers, 3rd parties and other areas of the bank to ensure I can investigate timely the complaint to reach a fair outcome. These cases can be complex in nature. This role covers activities within Administration, Data Gathering and the Payments Team and the role has the skills and experience to operate in any of these areas.

Analysing information received to ensure accurate and timely input o our systems to log genuine complaints

Undertake validation and verifications checks on signatures, address, and letters of authorities, which can vary in complexity based on the nature of the case. 

Collate the required information in accordance with procedures to support the investigation.

Accurate processing and checking of payments to ensure the right outcome for the customer achieved when processing and or checking payment instructions including reconciliation duties.

Call handling skills required as telephone contact with the internal and external customers may be required to gather additional information. The calls are challenging. 

Proof read every individual complaint to identify which complaint segment it falls under i.e. services, communication, mis-sale or mis-sold package bank account and log the compliant correctly to avoid missing multiple complaints points.

Check customer complaint history to avoid - duplicate customer complaints as this can then lead to a financial loss to the bank.

15 customer complaints to be actioned daily as a minimum KPI, Zero Error KPIS on data input and customer complaint handling.

Clydesdale Bank / National Australia Group (NAG)Administrator (PPI) Payment Protection Insurance UK TeamMarch 2012 - October 2014

Same duties as the above - The only difference was the business segment and the KPIs I was working toward on a daily, weekly and monthly basis:

25 complaint cases were to be handled daily as a minimum KPI target. Zero errors KPI was also to be met to on each case handled and data entry for each customer complaint.

Responsible for the training of all new hires in to the team and monitoring the progress from training to go live on the job.

Delegate the workload and complaints for new hires to action for the day and perform quality assurance checks on each case for each employee to ensure all cases were complaint and obtained zero errors.

Although my roles look very similar due to key responsibilities and duties. The business segment knowledge and understanding as well as the due diligence required on both roles are very different.

EDUCATIONAugust 2015 – June 2016 – HND Events Management – City of Glasgow College August 2014 - June 2015 - HNC Events Management. City of Glasgow College August 2013 – June 2014 - Certificate in NQ Events Management

SKILLS FROM HND EVENTS MANAGEMENTThis course expanded my knowledge for a career in the event industry. The course included a wide variety of events and business related subjects ensuring skills and knowledge cover all the main areas of successful event organization. Topics within the course included Service of food & drink, Working Safely, IT for Administrators, Numeracy, Hospitality Events, Event Organization, Food Hygiene, Local Hospitality Provision, Events Costing, Events Industry an Overview, Contribute to an Event, Service of Food & Drink, Integrated Project, Marketing

5TH YEAR SQA EXAM RESULTS* Intermediate 2 - Travel & tourism – A PC- Passport - SQA Certificate level 4 awarded - Employability skills - SQA Certificate level 4 awarded - City & Guilds Beauty course - SQA Certificate distinction awarded - Intermediate 2 – Personal Finance - SQA Certificate level 4 awardedSTANDARD GRADE SQA EXAM RESULTS * Intermediate 2 - Biology – A, Hospitality - B * Standard Grade - Art & Design - 3 English – 3 Geography – 3 Math – 4 French – 4 Graphic Communication- 4

EVENTS & CHARITIBLE WORK – Pictures/Videos/Reviews/Testimonials can be provided on request2010 /2011 - Employability skills class involved opening a nail bar & offering free beauty treatments in the Paisley town hall & Curves ladies gym for the public & members but asking for a donation which was split granted to the Nightingale nursing home & Breast cancer awareness. Working within a Service Environment - Once a week would visit the Nightingale nursing home & join in & raise the spirits of the elders during their group activities.

2013 - Through the help of my college & classmates have voluntarily helped raise over £600 for SiMBA charity & Erskine charity in my NQ Events class.

2014 - I contributed in fundraising for the HIT POETS Lunch at the Radisson BLU Hotel, Glasgow. I also joined the social committee for the National Australia Group. In committing to joining the social committee I have planned events for the Clydesdale Bank, Queen Street, Guild Hall such as 12 Days of Christmas, which is a month long of activities raising money for the chosen charity.

2015 - As part of my Events course with no budget I organised and hosted a Cocktail evening raising £1130 for BACCAs (Bowel and Colon awareness charity), which does not get a lot of recognition. Included in ticket purchased was an arrival drink, canapés and entertainment Paolo Martini.

2016 – I fundraised £830 for St Vincent’s Hospice with no budget by organising a themed evening with a 3-course meal including a free goodie bag, raffle, arrival drink and entertainment.

ADDITIONAL INFORMATIONI hold a provisional driver’s license and I am undergoing driving lessons, I also achieved a hygiene certificate and attended a health & safety course through my current employment at National Australia Group

REFERENCESuitable reference can be provided on request