Natasha Wilson
London, UK
Summary
Highly adaptable Commercial Banking Associate, well-established in fast-paced and challenging environments. Eager to learn with an aptitude for applying new knowledge with skill and efficiency. Proactive communicator who delivers outstanding customer outcomes.
Currently hold a Youth Mobility Visa, with Irish Passport in progress.
Overview
9
9
years of professional experience
Work History
Commercial Banking Associate
ASB Bank Limited
Christchurch, Canterbury
06.2021 - Current
- Built and maintained effective working relations with 299 groups of Middle-Market clients (turnover £960k+, business lending £480k) for 2+ years.
- Exceeded proactive outbound calling targets- top in the South Island for FY22.
- Served as primary point of contact for two active portfolios, and during Covid-19 actioned between 75-120 client requests per day.
- Identified and developed new business opportunities, managed the transition of prospective clients and their banking needs to ASB.
- Addressed daily enquiries and resolved complaints, escalating where necessary.
- Represented ASB at industry, networking and charitable events.
- Conducted in-depth client visits on-site, as well as periodic business reviews to assess clients' business position and needs.
- Consistently monitored loan repayment performance. Engaging debt-collection and credit solutions teams where required.
- Utilised effective risk management by upholding stringent banking standards to protect the Banks' position and that of its' clients.
- Kept accurate operations records for thorough data auditing.
- Supported compliance with strict adherence to Anti Money Laundering (AML) and FMCA regulations.
- Coached new staff members who had been onboarded into ASB.
- Coordinated team meetings to ensure regular feedback. Summaries of minutes and feedback escalated to the RM subsequently influencing change throughout the South Island.
Business Relationship Manager
ASB Bank Limited
Christchurch, Canterbury
01.2021 - 06.2021
- Managed existing client base and daily lending enquiries for clients with a turnover of >£120k.
- Maintained detailed knowledge of company offerings, and conducted customer needs analysis to recommend appropriate products to clients.
- Processed basic small business lending deals including new fixed-term loans, overdrafts, credit cards and existing loan restructures.
- Managed long-term customer relationships to increase revenue.
- Served as primary point of contact for the portfolio of various clients.
- Formulated customer satisfaction surveys to gather feedback for improvement.
- Developed pipeline of prospective clients.
- Generated new leads through online research and cold calling.
- Identified at-risk clients, taking necessary action to maximise retention.
- Referred and escalated clients' needs to internal teams to maximise value added.
- Regularly updated reporting to reflect work in the pipeline.
Banking Assistant (Small Business)
ASB Bank Limited
Christchurch, Canterbury
09.2020 - 01.2021
- Maintained accurate records and documentation, in order to mitigate risk.
- Facilitated customer follow-up, using in-house software to update account details and adhere to record-keeping requirements.
- Handled large volumes of calls, emails and face-to-face enquiries daily.
- Assisted with integration of new practices, ensuring minimal impact on daily operations.
- Used banking products and services knowledge to resolve customer queries.
- Assisted customers with compromised debit cards and issued new credentials.
- Opened new accounts and explained featured benefits and monthly fees.
- Maintained discretion and security in handling sensitive personal and financial data.
Senior Customer Service Officer
ASB Bank Limited
Christchurch, Canterbury
06.2015 - 01.2020
- Used conversational selling techniques to promote financial products and services to add value .
- Assisted with cover for eight retail branches, alleviating staffing shortages.
- Oversaw all transactional services, including bank deposits, monetary withdrawals, financial transfers, FX and general cash flow for the branch including ATMs and cash orders, handling an average of £30,000 daily.
- Employed diplomatic communication skills when dealing with dissatisfied customers, earning “excellent” in post-call customer evaluations, and strengthening customer relationships.
- Maximised customer satisfaction, educating customers on options for managing financial transactions by leveraging technology, tools and resources.
- Reconciled cash drawer and resolved discrepancies.
- Consistently met service quality targets by maintaining in-depth knowledge of bank products, services and best practices.
- Upheld data accuracy, and adhered to record-keeping requirements and Anti-Money Laundering (AML) legislation and policies.
- Participated in weekly meetings to discuss goals and sales targets.
Education
Bachelor of Fine Arts - Fine Arts, Photography
University of Canterbury
Christchurch, New Zealand 01/2016 - 10.2020
Skills
- Customer Relationship Management
- Interpersonal skills
- Workflow distribution and support
- Communication
- Time management
- Problem solving
- Attention to Detail
Accomplishments
- Graduated from a 6-month Commercial Account Manager course focused on enhancing skills in credit lending, cashflow, risk mitigation, analytics, financial accounts and gaining a deeper understanding of relationship management. Course culminated in a presentation at Auckland headquarters, to an audience including a board of Regional Managers from across New Zealand, and the Commercial GM of ASB Bank Limited.
- Hosted a company-wide event interviewing the CEO of ASB Bank Limited and her Executive team. Attendance of circa 350 in-person staff (with further attending via live stream).
Interests
In my spare time I can be found hiking in the mountains with my film camera, and have recently completed multiple "Great Walks" in New Zealand. I look forward to exploring what the UK has to offer.
References
- Brad Macdonald- Commercial Manager, ASB Bank Limited (current boss)
- Andrew Thomson- South Island Regional Manager, ASB Bank Limited (current RM)
- Lisa Douglas- Commercial Manager, ASB Bank Limited (current colleague)
- Jess Wieblitz- Business Centre Manager, Small Business, ASB Bank Limited (former colleague)
Timeline
Commercial Banking Associate
ASB Bank Limited
06.2021 - Current
Business Relationship Manager
ASB Bank Limited
01.2021 - 06.2021
Banking Assistant (Small Business)
ASB Bank Limited
09.2020 - 01.2021
Senior Customer Service Officer
ASB Bank Limited
06.2015 - 01.2020
Bachelor of Fine Arts - Fine Arts, Photography
University of Canterbury
01/2016 - 10.2020