Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Interests
References
Timeline
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Natasha Wilson

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
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
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
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
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

Websites

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

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Natasha Wilson