Anna

Managed end-to-end complaints resolution in line with regulatory frameworks and internal SLAs. Recommended improvements to complaint and appeals processes to improve client outcomes. Conducted monthly deep-dive analyses of customer feedback and journey insights. Collaborated with cross-functional teams to ensure proposed solutions were in the customer’s best interests. Maintained central inboxes and trackers, ensuring timely and compliant follow-ups.

Advised customers on personal banking products and services, supporting cross-selling and upselling where appropriate. Assisted with mortgages, loans, account openings, and general financial queries. Ensured compliance with AML, GDPR, and internal guidelines. Helped customers navigate online banking tools and services. Managed in-branch transactions, including daily lodgements and end-of-day balancing.

Provided personalised banking advice and opened accounts tailored to customer needs. Delivered high-quality service in a fast-paced retail banking environment. Upsold financial products including savings accounts, credit products, and insurance. Completed and participated in AIB’s internal Mentor Program (2023), demonstrating leadership potential and a growth mindset.