Leah Graham August 2016

Leah Graham

7 Hampton Court, Clontarf, Dublin 3

083 4631559

leah.graham@hotmail.com

Education

2016- I am working towards the QFA – I have passed Loans QFA exam and will sit regulations in

2017.

2003/2004- Killester College in which I received a Certificate in Business Studies & Computer

Applications.

1998/2003- Holy Faith Secondary School which I received 4 Honors & 3 Passes in my leaving

certificate.

Career History

Willis Management Dublin Limited (25th May 2015-Present)

Captive Insurance Administrator

Main Point of contact for all treasury queries

PA for the Senior Managers & Managing Director

Travel & Accommodation for board meetings

Meeting & Greeting visitors

Collating Board Packs- printing, binding & sending by courier

Post Allocation

Filing bank statements and payments documentation

Retrieving all bank account information for month end

supporting account managers with anything they need to prepare accounts.

Standard Life (13th January - 6th February 2015)

Customer Sevice Representitive

Inputting data from statements onto Standard Life's system.

Project work for asset management which included correcting transactions and posting the

correct transaction on 200 accounts.

Certus, (June 2013 - June 2014)

Collections Administrator, IBRC (Outsourced through Certus)

Administration support for the telephony team.

Supporting team members by providing them with relevant documentation for customers-

Contact letters, Standard Financial Statements, etc.

Updating Microsoft access with customer's Standard Financial Statement information so the

technical arrears support unit can assess the cases.

Processing daily emails from the collection’s team.

Arranging starters pack for new employees.

Reviewing all cases to ensure all relevant documentation has been received and if not a follow up

letter must be sent in order for the Mortgage Arrears Support Unit to assess the case fully along

with the Standard Financial Statement.

Issue Forbearance offer letters and Term Extension Offer letters.

Processed Monthly Moratorium Expiry report

I was the point of contact for junior members of staff and I provided all training.

Certus, (March 2013-June 2013)

Field Team Agent Administrator

Back office support for external Certus & AIB representives - updating accounts with detailed

notes of how the reps visits went with customers.

Ensuring daily and monthly reports were reconciled.

Updating accounts on the tracker system from Representatives.

Keeping up to date contact with the reps on the road to ensure their journey is going smoothly.

Updating occupancy checks.

Permanenttsb , 56-59 St Stephens Green, Dublin 2

(September 2004 - December 2012)

Endowment Project Manager

Background work into the endowment mortgage accounts, ie: Contacting life companies

for valuations on endowment policies.

Contacting customers to advise of potential shortfall on their endowment mortgage

account and to talk through their financial situation.

Calculating new mortgage repayments over remaining term once endowment cheque has

been lodged off outstanding mortgage balance.

If customers could not repay a sufficient mortgage repayment they would be required to

contact their local branch to complete an SFS form.

Life Assurance

Daily emails from Branches or our call centre Open24 in relation to life queries, ie: Lapse

letters, Alternative policies, premiums etc.

Issuing lapse letters as life companies have notified us that the life policy has lapsed.

Updating new alternative life policies and making sure this is sufficient to cover the

balance and term on the mortgage account.

Advanced queries from management as customers have complained about certain aspect

of their life policy or premium.

Mortgage Account Maintenance

Due date changes to facilitate customers when their circumstances have changed, ie:

New job or salary mandate at a different date.

Flexible options: Underpayment if the customer had a credit balance on their mortgage

account or Overpayments if customer wanted to over pay their mortgage.

Term Extensions: Applying a new term as per customers request so they are able to

repay their mortgage account at an earlier date.

Advanced queries from management which involved thorough investigations into

mortgage accounts where the customer has made a complaint. Background information

could include manual Statements, Calculating new repayments or Interest adjustments.

Account Closures

Closing mortgage accounts & term loans on maturity or on early closure.

Refund reports which we retrieved from our IT department on a weekly and monthly

basis.

Daily emails from branches or open24 (call centre)

Helpdesk Management ( 8 week stints throughout the year)

Daily calls in relation to all areas within the mortgage department. These calls would

mainly be from branches and our call centre Open 24 as we acted as branch support.

Daily calls also from Solicitors, Broker & customers in relation to new business.

Home Insurance

Issuing Lapse letters to customers when the insurance companies inform us the home

insurance policy has lapsed.

Daily emails from branches and our call centre Open 24.

Updating new home insurance policies.

Monthly Reconciliation

This involved receiving monthly figures from Irish Life, Allianz, Phoenix Ireland &

Genworth Financial.

These figures must match the figures in which we retrieved from our IT system.

Background work was very important in making sure the information I retrieved was

correct.

Once correct figures were retrieved then I had to balance the monthly accounts.

ABA Stationery LTD, 67A Vernon Avenue, Dublin 3

Summer work each year when school finished.

This was a family run business in which I have been involved in since my school days.

There was two sides to this business which was the Shop mainly customer service and

helping people in what they needed to buy and the other side was taking stationery

orders from companies that required stationery orders and office supplies.

AIB, Adelaide Road, Dublin 2

Summer work, May - August 2001

This role was a summer job in 2001 .

The role was based in the training department in which I assisted trainers to design,

deliver & implement several training programs.

The attention to detail was critical in which I was very much aware and involved in.

Skills

Customer Service- As an administrator on the mortgage team I always ensured that I

delivered superior customer service. I received several letters of compliment from our

customers over the years.

Leaderships Skills- My team members were very evident of this when I lead the

Endowment project system for permanenttsb.

People Management- Because of my experience in which I have gained, I have been

selected on a numerous of occasions to train new staff members on various tasks. My

coaching style has enabled these officials to be fully competent in their roles in a very

short amount of time. I have been complimented on a number of times by senior staff on

a ability to train, mentor & coach.

Other

I hold a clean driver’s license

I am very involved in the McGuire Programe. This Programe helps people to control their

stammer.

I am a member of Westwood Gym in Clontarf.

I like to spend my free time with family and friends.

References

Available on request.