Stephen Walsh Chartered Banker EFA™️QFA LIB

Experience

• 

  AIB

  Jun 2006 - now

  Providing Operational Support for project Tasman, the Transfer of Ulster Bank Tracker Loan book to AIB.Tasks Include, but not limited to: - Following up on Outstanding queries with other Tasman Operational Teams and Mars. -Data Remediation and validation. - Providing Support to other team members where required. - Liaising with External 3rd parties and other Stakeholders. Tasman is a high profile and high priority project for AIB & I have been seconded to provide operational support and expertise where necessary in relation to securities. Show less Deputy Team Lead Duties including:- Reporting of KPIs - workflow Management and distribution- Mentoring and Training - Complaint and Error Handling. - UAT testing of new COLLATE system as part of the Systems Changeover project. HAVEN/EBS/AIB -Alpha Project. Extracting, Transforming and Recording of old securities and recording them on system in accordance with agreed procedures. Customer Engagement Professional. Full Network support for the AIB EBS & Haven Brands, end to end customer handling from call origination to close out. Complaint Handling responsibilities as part of my daily role. Training and support of team members and Management Compiling of Metrics for Reporting. I-Connect champion, leading the teams engagement journey in ensuring our values align broadly with the department and with the organisation.PI Champion for Customer Engagement Team. Managing and rolling out of process improvements initiatives within the department, such as improving our communications and process refinement to ensure we provide exceptional customer outcomes. Show less - Provide Email and telephone support and advice to customers of AIB, EBS and HAVEN brands - Complaint Handling and resolution. - Handing and resolving complex customer queries within agreed timelines. - Process Customer SUBJECT ACCESS REQUESTS (SARS) in accordance with procedures and regulatory guidelines. - I help to Promote engagement through leading our teams IConnect plan so that we can improve our score. - My excellent customer service delivery has been recognised by peers and management- Mentor and support to new Staff members. Show less • Perform reviews to ensure accuracy of inputs and before transmission to the end user in compliance with regulations;• Evaluate complaints and incidents to ensure appropriate priority assignment;• Interpret policies, procedures, rules, regulations and standards to individuals;• Communicate on a complex level with others to provide, exchange or verify information; • Answer inquiries, address issues or resolve problems; • Provide instructions, guidance and training to staff;• Refer cases to other areas as necessary;• Receive, process and distribute intakes and incident reports within SLA;• Serve as SME liaison for assigned tasks on complex issues with staff and outside entities;• Maintain current knowledge in assigned area by reviewing literature, completing online training, attending meetings/seminars or communicating with other professionals; Show less • Create new loan files by preparing documentation for scanning, entry into system and proper storage;• Complete quality checks of loan packets, document deficiencies, and resolves exceptions with Loan Officers;• When necessary, assists with reports and audits in the evaluation of loan operations performance; • Ensure loans and processes meet compliance standards;• Carry out responsibilities with professionalism and respect for others in accordance with the Bank’s policies and applicable laws;• Compile and distribute subject access requests as required and within agreed time lines;• Other duties as assigned; Show less • Logging and distribution of incoming post to relevant teams in a timely manner;• Providing support to other operational teams;• Solid understanding of all regulatory and legal guidelines pertaining to job duties;• The storing retrieving and archiving of documents;• Escalate questionable transactions and reoccurring issues to management in a clear and timely manner;• Liaising with offsite storage provider on a daily basis; • Trouble shooting of issues;• Accurate distribution of EBS/Haven workflows; • Observe all security, privacy and compliance requirements;• Perform other duties as assigned; Show less

  • Deputy Team Lead - Customer Engagement Team

    Oct 2022 - now

  • Senior Customer Operations Specialist

    Oct 2021 - now

  • Project Tasman Secondment

    Sept 2023 - Oct 2023

  • Deputy Team Lead

    Jan 2023 - Sept 2023

  • Internal Auditor

    May 2007 - Feb 2023

  • Customer Service and Operations Specialist.

    Jan 2019 - Oct 2021

  • Customer Engagement & Support Professional

    Nov 2017 - Jun 2018

  • Quality Assurance (Triage) Team

    Jul 2015 - Nov 2017

  • Lending Services Administrator – Home Mortgage Operations

    Dec 2014 - Jul 2015

  • Document Management Specialist

    May 2008 - Dec 2010

  • Team Coordinator - Document Management Team

    Jun 2006 - Dec 2008
• 

  Capita Life & Pensions

  Jul 2018 - Dec 2018

  Senior Administrator

  Life and Pensions. - Data Input and Validation -AML Compliance -All other duties as assigned.Work on the SJP NEW BUSINESS Book, Data Entry and validation, AML compliance.

• 

  Zepfitness.com

  Oct 2020 - Jul 2021

  Freelance

  Sports and Fitness Online Retailer. Experience in WordPress website design and SEO. Experience in Digital and Social Media Marketing Administration experience