serena grewal

- Responsible for the compliance, maximising sales and service of a team of mortgage advisers in London for all new mortgages and existing mortgage applications. Also to ensure that the team objectives are met around life, home insurance and credit card sales.
- Managing the business to ensure that it follows the professional competence scheme and any changes to policies and procedures are communicated, understood through follow ups.
- Observations or customer care calls conducted to ensure that all internal procedures and external regulatory requirements are met.
- Taking ownership of complaints and deal with them within the Financial Conduct Authority obligations
- Ensure that all our customers receive an excellent level of customer service at all interactions and all customers are advocates of our business.
- Demonstrating that customers are treated fairly and ensuring that all documentation is clear with no jargon.
- Review mystery shop videos and highlight any risks identified, provide feedback to develop the channel.
- Analyse Management Information and identify trends and plan to improve any negative movements.
- Responsible for training a team of 20 mortgage and financial advisors to become CAS advisers within 6 months.
- Collaborate and develop business with BOI to agree specific products, criteria and appeal cases to ensure we treat customers fairly and achieve our objectives.
- Identify any high risk customers, understanding sanctions and reporting to the risk team any suspicious transactions.

- Managing a team to achieve mortgage application targets
- Review Applications to ensure that they meet FCA standards
- Developed an effective training initiative using online media
- Ambassador of Private Customers Sales evening
- Quality Assurance of documentation and processes
- Simplification of sales and communication processes

- Assisting valued customers with their mortgage needs
- In depth knowledge of the financial market
- Provide advisory services to ensure upsell of products in line with the FCA
- Highest sales performer within the London Area