mike cemap

In this role I worked alongside the Team Manager to ensure the department completed administrative tasks in a productive and accurate manner. I managed productivity using a work force management framework and report trends in productivity to the Team Manager. I was also responsible for identifying potential risks, breaches and near-misses by completing Quality Assurance checks on work completed by agents and reporting trends into a operation based risk team. Other duties include capacity planning, forecasting received and completed work, performance management, call-coaching and facilitation of team meetings.

In this role I was responsible for the “Mortgage Franchise” within a flagship branch. Duties include meeting new clients with remortgage or purchasing needs and recommending a suitable product within the product range by establishing customer’s priorities and needs. Self-generation of appointments by deepening working relationships with other advisors within the branch and greeting potential eligible clients in the Banking Hall. Other responsibilities include managing pipeline business, ensuring market knowledge is current and Continuous Professional Development is completed to standard. I left this role due to an Organisational Design and a change in my family circumstances.

In this role, my responsibilities include ownership of Banking, Savings, Lending & Insurance Business areas as well as management of my own back-book & lead generators. Day-to-day duties include meeting with new and existing customers and completing Customer Relationship Reviews in order to identify customers’ needs, and matching products to those needs. I also manage “front of house” to ensure that clients are greeted and their initial needs are identified upfront to ensure they are directed to the relevant colleague. I am also responsible for self-generation of appointments via email/letter/telephone using cold and warm leads, and attending community based events to promote the brand and strengthen customer advocacy.

My responsibilities in this role included: managing customer accounts whilst delivering the highest level of customer service, diagnosing faulty equipment through questioning and problem solving, utilising a good standard of mathematics to solve bill enquiries and increasing customer value by promoting products which suited the customer’s individual Data/SMS/Voice needs. I was promoted to iPhone Specialist – the most senior position available to role, and was a Premier Agent, dealing with high net worth clients. I was also Head CSR, as chosen by my supervisor from a team of 15 to manage in his absence. I decided to leave this position in order to pursue a career in Banking.

My responsibilities included managing an outbound sales team to achieve their sales targets and controlling their conversion ratio through coaching, development and training. I was also responsible for HR related tasks including return to work interviews, recruitment, dismissals & payroll. However, I decided to leave due to shortage of contracted hours.

We are Capita Asset Services, a division of Capita plc, a FTSE 100 company and the UK's leading provider of business process management and integrated professional support solutions. We support clients involved in the creation, facilitation and utilisation of capital market flows. We assist with asset and company administration, sourcing investment, distribution, origination, governance, finance and accounting and data analytics. We firmly believe that one size does not fit all. Our solutions are specifically designed around our clients' needs. Our vast capabilities mean we can provide an integrated, end-to-end service, from corporate and fund structuring, through to registrar services and transfer agency. We are an international business with over 7,000 professional staff, strong and growing operational capability in Europe, and client reach in North America, Asia and the Middle East.