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Recruiting in Manchester, Stockport, Trafford Park, Bury, Warrington and the Greater Manchester area


Credit Control/Debt Management CV


Jan 2010 to date

Financial Services

Customer Advisor

  • Started at the building as a Part Time Customer Advisor
  • Roles included handling transaction on the counter
  • Conducting financial reviews with new and existing customers, conducting telesales with existing customers and providing leads for the Financial Advisor
  • The company had an extensive range of products and services and it was the job of a Customer Service Advisor to establish that ‘need’ with the customer in order to refer them to the relevant qualified member of staff
  • The arrears that were discussing were: Mortgages, Life and over 50’s Insurance, Household Insurance, Funeral Planning, Will Writing Services and alternative investments
  • Gained more experience with the products, attended several courses through the building society to enable to be a qualified ‘seller’ of the following products:
  • Structured Investments (deposit accounts linked to the FTSE 100)
  • Will writing and funeral planning
  • Household insurance
  • Nominated Marketing and Structured Products Champion for the branch
  • Duties as Marketing Champion:
    • Ensure that all current products and services leaflets packs were kept up to date and fully compliant
    • Conduct training sessions to introduce the current campaigns
    • Ensure that all internal and external posters in the branch were correct and up to date
    • Organising customer open days to promote new products
    • Organising a ‘Branch Event’ at Timperley Fair
    • Supplying telesales lists to members of staff for the areas needed to focus on
  • Duties as Structured Products Champion:
    • Conducting training sessions for all structured products on offer to the authorised sellers
    • Providing lists of existing customers that have opened a structured product in the past in order to conduct telesales
    • Ensuring that all structured product literature is for the current issues
    • Ensuring that any structured product sales conducted has all the relevant paperwork completed and checked

Reason for leaving: Better position

May 2007 – Dec 2009

Financial Services

Secured Lending Advisor/Supervisor

  • Contacted clients that had recently failed a remortgage
  • Established a need for a secured load whether for consolidation or raising capital for home improvements
  • Conducted fact find with the client and collected all necessary information e.g. value of property, mortgage balance and household income etc
  • Passed the information to the underwriting team for a decision on the loan in question
  • Once received either the loan details or reason for being declined, contact the client to instruct of outcome
  • Were the client has been offered a loan, would be required to inform of all the details i.e. loan amount, interest rates and what would need to be consolidated where required
  • Making arrangements with the client for one of the Financial Advisors to come out to discuss the loan and potentially sign up the deal
  • Managing two Telesales and Call Filterers
  • Improving the productivity of the department by producing a training manual and early morning training sessions with new starters
  • Having daily meetings with management to discuss targets and ways of improving the department
  • Working and exceeding high targets as a team and an individual

Reason for leaving: Redundant

May 2005 – May 2007

Financial Services  

Financial Management Consultant

  • Role was similar to previous role, however took on more responsibility within the company assuming more of a Supervisor/Managers role
  • Assisting in training of new staff within the business
  • Identifying solutions to how to increase productivity throughout the business and discussing these with senior management
  • Maintaining a high level of customer service not just with own clients but also assisting with colleagues clients and handling complicated customer complaints efficiently and successfully
  • Working to high targets of £10,000 of first payments taken and increasing to £15,000 where possible

Reason for leaving: Company bought out and moved, wanted to work more locally

Feb 2004 – May 2005

Financial Services

Financial Management Consultant/Debt Management

  • Taking calls from in house telesales team for debt consolidation enquiries
  • Speaking to the potential client and obtaining in depth information with regards to their current financial situation
  • This includes outstanding loans, credit cards, store cards and any other outstanding credit
  • Running through an in-depth financial statement with the client, discussing their income and expenditure
  • After this stage, the information will enable to make a decision as to what is the best advice for the client with regards to their finances
  • If the client appears to be struggling with their current credit commitment and their debts meet the appropriate criteria, would recommend the clients to go into a Debt Management Programme
  • Explaining the advantages and disadvantages to the programme and overcoming and objections
  • Send a pack out to the client to gather information required to continue and set payment dates
  • Chase all clients that have not yet returned packs or made their first instalment to the programme
  • Taking card payments over the phone and have a proven track on hitting and exceeding £10,000 per month target in first payments
  • Managing own client base of around 50-70 new clients every month and ensuring they are happy with service and are fully aware of the next course of action

Reason for leaving: Head Hunted to above

Aug 2003 – Feb 2004

Financial Services

Reviews Advisor

  • Reviewing debt management files that are due there annual review
  • Contact all clients’ creditors for updated balances and interest status
  • Request for all interest and charges to be frozen where applicable
  • Contact clients and update on how the programme is progressing, inform of all up to date balances and interest status
  • Go through client’s full income and expenditure
  • Analyse information to see if debt management is still the best option or if a secured loan or remortgage would be beneficial for them

Reason for leaving: Closed Department

Jan 2003 – Aug 2003

Insurance Industry

Claims Coordinator/Team Leader

  • Contacting clients that have recently suffered an accident, complete an incident form to ascertain the severity of the injury
  • Run through the accident step by step with the client taking all details such as witness statements, incident reports and vehicle/company details
  • Advise the client of the full legal procedure when claiming compensation and any effect it may have on their employment
  • After completing a full claim form, sending a copy to the client to sign and return and a copy of a Solicitor to review how successful the claim may be
  • Promoted to Team Manager
  • Managing a team of eight Claims Co-ordinators handling attendance, performance and training issues

Reason for leaving: Closed Company

Jul 2002 – Jan 2003

Business Research

Telesales Agent

  • Cold calling to residential to advise of the benefits to switching their gas and electric to TXU Energi
  • Working to high targets
  • Being part of a ‘pilot team’ for genie mobile which won the marketing contract for the company
  • Training and assisting new starters

Reason for leaving: Better position

Mar 2001 – Jul 2002

Vehicle Industry

Accident Management Consultant

  • Managing the maintenance and damage of vehicle for several MOD bases around the UK
  • Arranging garages to undertake repairs on vehicles and ensuring courtesy cars are available
  • Obtaining regular updates on vehicles and relaying this to drivers
  • Authorising repair work to be completed on vehicles or replacement vehicles to be ordered
  • Visiting MOD bases to ensure a high level of service

Reason for leaving: To move out of vehicle industry

Sept 1998 – Mar 2002

Vehicle Industry

Service Reception Manager

  • Managing the day to day running of the reception
  • In charge of all marketing for the service department
  • Logging all invoices and ensuring payment
  • Booking appointments for repairs, services and MOT’s
  • Informing clients of any additional repairs on their vehicles and quoting necessary prices

Reason for leaving: Company closed


I am so happy to have met with you, and I will keep in touch, “thank you” just doesn’t seem anywhere near enough for what you all at Alexander Hancock, and you especially Natalie, have given me, it just so special, a great new life for me and not just a job, thank you so so much