Joshua Morris-Adams

A rounded operational role, varying from answering inbound calls relating to general banking enquiries to the processing of new account applications ensuring KYB and KYC is completed thoroughly and accurately.

Answering customer enquiries relating to their superannuation, investment and pension accounts during the financial year end period. Taking over 80 calls daily, responding to complex enquiries relating to year end taxation and performance issues. Compliance with several legal acts and operating within APRA, ASIC and ATO guidelines. Investigating complex accounts where customers felt they had been adversely affected by actions taken by the bank, liaising with internal departments to provide an adequate solution. Key Achievements: Consistently exceeded all KPI’s including AHT, customer experience surveys and QM feedback, receiving 2 recognition awards within 12 weeks, nominated by both my peers and management. Receiving a contract extension to six months, being placed within a special projects team providing support to the admin team.

Inbound contact centre answering politically sensitive questions relating to government assessed land values for council rating and land tax purposes. Ensuring all relevant information is provided on initial contact to VG office to decrease repeat call backs. Meeting KPI’s for call volume and call duration.

Part of the internal sales team, managing PPE sales into Wales and the South-West. Account Management: Build on existing business relationships to increase revenue growth for sales area. Manage outstanding delivery and invoice queries through liaising with other internal departments to resolve disputes. Completing tenders for large contracts and providing recommendations of product suitability. Business Development: Contacting potential customers and providing an introduction to the business and any current offers. Arranging face-to-face meetings for the external sales representative to showcase products. Processing account applications and ensuring all relevant information is available for the accounts team. Key Achievements: Increasing revenues by 20% within my region, consistently meeting both turnover and margin targets.

Working within a team responsible for ensuring the transfer of cash ISA's both into and out of Lloyds Banking group. Key duties included abiding by FSA requirements on information and time frame relating to ISA transfers, liasing with donor and recipient financial institutions and ensuring customer funds where consistently present and accounted for.