sarah kerner

senior customer service manager

About

Adaptable hardworking professional with 26 years’ experience gained in the changing and fast paced Customer services industry. Adept at monitoring and quality assurance . A strong focus on customer outcomes with adherence to internal policy and process. Strengths include coordinating and prioritising workloads, whilst coaching and mentoring, driving for performance of individuals and the team. Maintain a strong understanding of risk and controls framework for risk, rigour and closure of audit actions.

Country

united kingdom

City

west yorkshire

Industry

financial services

Skill

quality assurance, leadership, team management, change management, continuous controls monitoring, stakeholder management, microsoft office, financial services, team leadership, retail banking, financial risk, banking, risk management, loans, customer service, credit risk, relationship management, mortgage lending, credit, management

Experience

team leader

barclays uk

2008-3 - 2015-1 · 6 yrs 11 mos

* Quality Assurance * Training & Development * Team Management * Stakeholder Management * Change Management * Controls Management

mortgage specialist

barclays uk

1999-1 - 2004-5 · 5 yrs 5 mos

senior mortgage underwriter

barclays uk

2004-5 - 2008-3 · 3 yrs 11 mos

* Advanced mandate holder - Underwrite loans up to £500,000 loans within lending policy * Positive Lending – discretion where outside lending policy. * Direct liaison with mortgage sellers, independent mortgage advisors, solicitors and valuers. * Customer contact for mortgage progression * Coaching and feedback given to new members of staff on the academy