Business Support Administrator

£20000 / year

About Candidate

Education/Qualification

  • Level 3 NVQ Diploma in Business and Administration
  • Level 2 Adult Numeracy / Literacy / AW2 in ICT
  • GCSEs achieved at grade A – C including Maths and English

Systems used

  • Microsoft Word and Excel

Career Summary

Most Recent Employer – Provider

Position – Business Support Administrator

Dates – July 2021 – October 2022

  • Handled the applications inbox liaising with clients for various reasons
  • Emails could vary from bank manual bank statements needing processed, to evidence of income, to proof of ID
  • Other emails could be clients requesting updates on their application to much more
  • Processed the bank statements provided by Open Banking and linking them to the correct client/application
  • Ensured credit checks are carried out for applications and appropriately updated to the relevant stage
  • This may mean running a credit check on the system, however, should issues arise and a credit check is not returned via this method, further steps then need to be taken
  • The further steps could entail from confirming required details from the client, to running a manual credit check on Equip and therefore needing to complete a manual checklist for the credit report
  • Review applications checking over the bank statements and the credit check, not forgetting the income and expenditure, and then appropriately declining or approving the loan and updating the systems accordingly based on the decision made
  • Arranged telephone appointments or in branch appointments for clients needing further assistance and ensuring the booking is input and updated across different systems and the relevant loan advisor notified
  • Called to update our existing clients that we are not able to offer a further loan to On the call they are advised of the decision made and are given clarification on the exact reasons why we are unable to proceed
  • Possible solutions in order for us to continue with an application are also discussed in order to assist then further and give insight

Previous Employer – Retail

Position – Collections Advisor

Dates – February 2021 – June 2021

  • Liaised with customers was the primary job
  • Created a strong relationship between herself and the customer was very vital in the role
  • The focus of the job was to question missed payments ultimately retrieve payments from them
  • Important factors of the job revolving around customer interaction
  • Find the correct route cause for a customer missing a payment/s, questioning the customer effectively and cross checking against our system
  • Check affordability of the payments required with the customer, and on occasions completing an income and expenditure report with them
  • Apply the right forbearance which could vary from a breathing space to a verbal agreement, short term plan, or long-term plan and more
  • Educated the customer as to how the account works
  • Resolved complaints where possible and/or raising them on a system called Salesforce
  • Identify customers with financial/mental health/psychical health vulnerabilities and flagging them appropriately and raising on a system called Respond, all whilst gaining the explicit consent of the customer
  • Handled accounts with suspected fraudulent activity, and raising on Salesforce to be investigated
  • Take card payments over the phone securely
  • Keep to KPI’s was something very much valued and monitored – This varies from time spent on the phones, to hold times, and even after call work
  • Calls themselves are regularly checked and marked The calls are marked in numerous categories varying from the call outcome to the administration

Previous Employer – Solicitors

Position – Office Junior

Dates – May 2018 – December 2020

  • Interacted with a vast variety of people was a big part of the job which entailed:
  • Take all incoming calls and assisting them where possible on queries/updates/new instructions, or passing the call through to the appropriate colleague, taking messages, and making calls out to the relevant person
  • Dealt with the clients face to face that came into the office for appointments, general enquiries or assistance when dropping off paperwork and/or documents requested
  • Send emails, faxes and letters when asked or dictated
  • The type of people dealt with on a daily basis varied from clients, mortgage lenders, solicitors, estate agents and even mortgage brokers
  • When was not completing receptionist duties assisted the boss together with two colleagues
  • The tasks for the boss varied from drafting and engrossing a Will, an LPA, a Grant of Probate, invoice and completion statement, to completing dictations and much more
  • Tasks for colleague who is a licensed conveyancer could be anything from: producing client care paperwork, invoices and completion statements, submitting ID checks, submitting local/coal/drainage searches, drafting Transfers, paying estate agents, taking out indemnity policies, giving notice to a ground rent collector and much more
  • Other general tasks was entrusted with was checking and sorting deeds when returned from the Land Registry and arranging for them to be either posted to the client or collected from the office
  • For clients, archiving files as well as sorting the post at the end of the day
  • Entrusted with going to the bank depositing both cash and cheques into the client account

Previous Employer – Insurance Company

Position – Servicing Support Advisor/Client Support Advisor

Dates – January 2013 – November 2017