Kian Pratten
Summary
I offer excellent analytical skills and a demonstrated commitment to providing exemplary customer service. Equipped with organisational abilities and strong problem-solving abilities, I am accustomed to dealing with a diverse candidate base. I consider myself a go-getter as I immerse myself into any role I am assigned to with a self-motivating attitude which allows me to gain valuable transferable experience.
Overview
5
5
years of professional experience
Work History
Mortgage Administrator
Mojo Mortgages
06.2024 - 10.2024
- Answered inbound calls from Mojo customers to provide comprehensive updates
- Liaised with estate agents and solicitors to signpost them to Case Managers
- Communicated with lenders and conveyancers to manage mortgage applications
- Managed the live chat and company inbox to drive profitability and service
- Co-operated with Case Managers and Mortgage Experts to book appointments
- Maintained up-to-date knowledge of various loan products and compliance regulations.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Case Manager
World Travel Protection
08.2023 - 03.2024
- Made outbound calls to general practitioners to request and chase medical records
- Worked alongside registered nurses and paramedics to assist with and manage travel and medical insurance claims
- Paid outstanding invoices relating to hospital expenses and patients’ medical reports
- Utilised Salesforce to collate information and input data to update cases
- Verified insurance policies
- Adhered to ethical principles and standards to protect clients' confidential information.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
Mortgage Representative
Nationwide Building Society
09.2021 - 03.2023
- Handled inbound calls and engaged in conversations with Nationwide members to determine which level of service they required
- Effectively authenticated members’ identification using Portrait and ICL whilst abiding by Data Protection protocols
- Discussed and explained the different mortgage rates and prices Nationwide had to offer
- Utilised multiple systems to access member accounts to review information related to their mortgage products
- Went through the Decision in Principle process to summarize income, outgoings and debt details to put members forward for mortgage applications
- Attended regular performance reviews and liaised with my Team Manager to stay up to date with policy changes maximising company profits
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Claims Advisor
Department for Work and Pensions
02.2021 - 09.2021
- Answered inbound calls from benefit claimants, handling queries regarding their claims whilst maintaining full confidentiality
- Signposted claimants to relevant debt management, financial advice and charity organizations
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Identified potential fraud within submitted claims documents using established protocols.
- Booking and rescheduling appointments for claimants as necessary, within their local Job Centre Plus branches
- Checked documentation for accuracy and validity on updated systems, maintaining confidentiality whilst doing so
- Developed and maintained courteous and effective working relationships
- Actively listened to claimants, handled concerns proficiently and escalated major issues to the Case Manager
- Provided above and beyond service to claimants that required changes in their personal details, such as Bank Details to ensure their payments arrived securely at the correct account
- Proved successful working within tight deadlines and a fast-paced atmosphere
Job Search Advisor
Serco UK
10.2019 - 02.2021
- Counseled clients one-on-one regarding current situation, desires, aptitudes, education and employment history
- Worked with job seekers to determine job targets based on skills and personality
- Instructed individuals in career development, job search and application strategies, resume writing and interview skills
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations
- Provided substance and alcohol use prevention programs to vulnerable participants and signposted to relevant services
- Utilized various software and tools to streamline processes and optimize performance.
- Updated and maintained databases with current information.
- Recognized by management for providing exceptional customer service.
Skills
- Relationship Building
- GDPR Knowledge
- Customer Engagement
- Conflict Resolution
- Time Management
Timeline
Mortgage Administrator
Mojo Mortgages
06.2024 - 10.2024
Case Manager
World Travel Protection
08.2023 - 03.2024
Mortgage Representative
Nationwide Building Society
09.2021 - 03.2023
Claims Advisor
Department for Work and Pensions
02.2021 - 09.2021
Job Search Advisor
Serco UK
10.2019 - 02.2021