Ket Mistry

Experience

• 

  Alliance & Leicester

  Nov 2005 - Aug 2009

  • Dealing with various types of cash transactions and complex account enquires on the counter• Generating referrals and leads for Banking/Mortgage/Financial Advisors respectively• Targeted to achieve 100% in individual product areas as well as overall 100% performance o Dealing with various types of cash transactions and complex account enquires on the countero Generating referrals and leads for Banking/Mortgage/Financial Advisors respectivelyo Targeted to achieve 100% in individual product areas as well as overall 100% performance

  • Personal Banker / Banking & Mortgage Consultant

    Nov 2007 - Aug 2009

  • Customer Service Advisor

    Nov 2005 - Nov 2007
• 

  Coventry Building Society

  Aug 2009 - Oct 2009

  Viewpoint Advisor
• 

  Santander UK

  Oct 2009 - Jun 2019

  • Leading and motivating a team of 10, which includes a Customer Service Manager; Customer Service Assistants and Personal Bankers. Line Managing them on various aspects of their role including Training and Competence, performance, service and risk• Identifying, assessing and managing risks in the branch. I received the highest pass score for Leicester Region for Q3 2017 at 91.84%. • Supporting my team and developing them in their role to achieve their PEPs and to be the best under the Santander way which includes the Santander 9 behaviours• Driving excellent customer service, loyalty and digital advocacy and making a real difference to our people, customers, shareholders and communities. By doing this will drive the commercial success of the branch Show less • Leading and motivating a team of 2 Personal Bankers and supervising them on various aspects of their role including Training and Competence• Identifying, assessing and managing risks in the branch. I received the highest pass score in the North West & Yorkshire Region for 2016 at 93.84%. I have also managed to achieve and maintain zero AML errors since I started which includes the busy ‘fresher’s’ period• Supporting my team and developing them in their role to achieve their PEPs and to be the best under the Santander way which includes the Santander 9 behaviours• Developing and maintaining strong relationships with the University Contacts which includes getting involved with University events, attending key senior working group meetings and supporting charitable projects/events• Since starting at the branch, I have managed to move the branch from ‘Silver’ to ‘Gold’ and the branch is ranked 4th in the University region on the Financial Reward Scheme which I am really proud of • Driving excellent customer service, loyalty and digital advocacy and making a real difference to our people, customers, shareholders and communities. By doing this will drive the commercial success of the branch Show less • Managing a team of 11 Select Managers/Advisors and ensuring they are achieving their consistency/PEP/job expectations which includes displaying the right behaviours on a day to day basis• Training & Competence Supervisor – Listening to several calls to ensure the advisors are competent and putting plans in place to help develop/support colleagues in their roles• Attending and participating in Management meetings and relaying key messages to my team• Dealing with various ad-hoc tasks which includes: Sickness and Absence, Hearings, Recruitment and speaking to difficult customers Show less • Providing an exemplary telephone service experience for affluent (Select) customers and satisfying any other financial needs our customers have.• Driving overall customer loyalty and segment value through inbound reactive servicing and outbound opportunity contact at key product/life events.• Deepening customer relationships by providing a simple, seamless and efficient service whilst ensuring commercial opportunities are identified and capitalised upon.• Taking ownership of, and resolve, complex or time consuming queries whilst providing support to the Select Relationship and Branch Managers to ensure our Select customers receive a truly multichannel and holistic experience. Show less • Manage Branch Service: Achieve over 75% overall Customer Satisfaction (complete observations on staff; complaint handling; engage with customers; and performance manage where necessary)• Manage Branch Sales: Manage my team of 8 Customer Service Advisors to achieve model week 'contract live' and referral targets consistently (ensure observations for Sales and Service, coaching - 1:1's, Personal development plans are adhered to)• Manage Branch Risk: Responsible for ensuring the branch operates in accordance with process for risk and control (audits above 70%; application errors less than 3%; regulatory tests completed in timescales; maintain up-to-date knowledge on procedures and process; all complaints resolved and closed within 48 hours)• Manage Branch Vault: Being responsible for the money/stock/keys in the branch (training and coaching others to compete vault tasks; dealing with G4S money in/out; ATM management which includes weekly balancing and replenishment and daily deposit housekeeping; ensure branch balances every day and ensuring the branch has enough money to operate. Show less • Opening new current/savings accounts as well as loans; new business accounts; advised standalone home insurance policies and providing mortgage “decisions in principle"• Standing in the banking hall/DATM/queue walking and speaking to all of the customers and generating sales as well as providing a quick and efficient service• Converting enquires to appointments/sales in branch and over the telephone • Submitting at a minimum 3 sales per interview • Staying after work for telesales/file reviews and successfully generating leads for my F.A. • Nominated “bond champion” at both branches respectively. This involved contacting all customers whom had bonds maturing at the end of the month and finding out what plans they had for their monies and arranging an appointment for them with the relevant advisor Show less

  • Branch Manager

    Jul 2017 - Jun 2019

  • University Relationship Branch Manager

    Mar 2016 - Jul 2017

  • Select Team Manager

    Oct 2015 - Feb 2016

  • Subject Matter Expert

    Jan 2015 - Sept 2015

  • Select Manager

    Mar 2014 - Dec 2014

  • Service/Risk & Control Manager (Deputy Branch Manager)

    Oct 2010 - Feb 2014

  • Personal Banking Advisor

    Oct 2009 - Oct 2010
• 

  HSBC

  Jul 2019 - Mar 2020

  KYC Analyst

  • Using KYC knowledge, financial crime detection and mitigation skills in each handled case • Review of low, medium and high risk case information provided by KYC Operations Teams. This will include discussions with other departments, transactional analysis and detailed review of the nature of business before an approval is made. • Ensure timely completion of Know Your Customer (KYC) review(s) ensuring we retain quality customers and exit those outside of our risk appetite.• Utilise a risk aware approach and prudent judgment to assess financial crime risks presented by the customers under review; select appropriate actions and make evidence-based decisions to exit or approve the files Show less

• 

  Financial Ombudsman Service

  Mar 2020 - now

  • Quality Assurance Adviser

    Apr 2023 - now

  • Investigator - Level 2

    Mar 2020 - Apr 2023