Matthew P.

Experience

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  RBS

  Dec 2007 - Mar 2009

  Customer Adviser
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  Barclays

  Nov 2009 - Jun 2010

  Premier Adviser
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  The Co-operative Bank plc

  Aug 2010 - Aug 2015

  Mortgage & Protection Adviser / Branch Manager

  • People management for branch staff including one to ones, objective setting, and evaluations, with training and coaching responsibilities. • Advised customers on regulated mortgage and insurance products.

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  Reeds Rains

  Sept 2015 - Aug 2016

  Mortgage & Insurance Broker

  • Trained and mentored new mortgage professionals so they could achieve CAS (competent adviser status), which included conducting compliance observations and delivering training and development.• Advised customers on regulated mortgage and insurance products.

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  Together - loans, mortgages & finance

  Aug 2016 - Oct 2018

  Mortgage Manager

  • Contributed to cross-departmental multi-project management, including IT on tech developments, marketing on sales analysis, broker relations for external intermediary partners, underwriting for on-going case management and escalation, and compliance.• Advisory liaison to the Customer Experience Group, an intracompany advisory group discussing all regulatory customer touchpoints, including Financial Ombudsman decision outcomes. Developed group recommendations which resulted in company-wide changes to policies and procedures. • Established departmental data guidelines and production of MI used across the business from board- to adviser- level. Liaised with the business data function to ensure compatibility, and my analysis resulted in a full sales policy review.• Used MI analysis to work with compliance on a full review of departmental sales policy, requiring the re-writing of the policy. • Understood training needs for team members and skill mapping for development using Quality Assurance. Worked with QA to establish frameworks to ensure consistency and transparency by rewriting the teams’ QA scoring system. Ensured this worked to foster the right culture and behaviours.• People management responsibility for three teams across the department, including regulated advisers, mortgage administrators, and customer coordinators. • Advised customers on regulated mortgage and insurance products. Show less

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  Community Mortgage Services Ltd

  Aug 2018 - now

  Managing Director / Founder

  • Control and responsibility for all BAU activities of the company.• Embedding all regulatory policies into the company, highlighted by 100% scores in audit checks completed, recently including Consumer Duty.• Developing and implementing all new company policies and procedures.• Maintaining FCA controlled function (CF1): FCA Register: MXP07121.• Responsibility for people management, including recruitment, HR, objective setting, reviews, and evaluation. Maintaining continuous professional development and ensuring the development of my team.• Led business development from concept to foundation, with periodic reviews, including using MI and data analysis to inform and formulate plans. Development resulted in mortgage customer growth every year since foundation. • Creating and establishing my own network of professionals in various fields from accountancy and legal professions to property surveyors, resulting in my ability to influence larger organisations.• Consulting with accountants to establish and review company financial plans and budgets.• Understanding financial regulations regarding marketing and competition in financial services to establish coherent marketing plans.• Ensuring the right work culture exists within the company.• Focusing on customer relations and project management; handling 50+ cases at any one time, resulting in a NPS score of 100%.• Knowledge and understanding of 80+ mortgage lenders’ policies and cultures, allowing me to challenge when needed lenders’ standard policy views on cases. This has resulted in multiple occasions of helping customers beyond a lenders’ standard policy.• Advising customers on regulated mortgage and insurance products. Show less