Ashruf Patel

Operations Executive @Moneybox

London, GB

Delivered active support via online telecommunication, email, and chat protocols offering support across a wide range of products.• Helped users adapt to a ground-up UI/UX overhaul of the Moneybox app regularly providing feature request feedback to internal engineering teams.• Assisted users through end-to-end transfers of existing ISAs, including digital/paper based and in-specie requests covering all major UK banks.• Researched ISA products in line with HMRC policy in order to deliver tailored support for Cash ISA, Stocks & Shares ISA, LISA and JISA accounts.• Supplied expertise regarding non-ISA accounts and provided legacy support for discontinued products.• Liaised directly with solicitors nationwide to facilitate LISA withdrawals for first-home buyers.• Promoted discussion to revitalize product awareness and push marketing efforts for LISA retirement usage.• Offered bespoke service following guided training for vulnerable customers alleviating any fund management concerns.• Actively engaged in extracurricular support for other departments in regards to Mortgages/Pensions as and when needed.• Expanded personal understanding of Stocks & Shares investments, timings and trade execution processes in order to guide users in taking independent control of their investments, customize allocations, and buy/sell or otherwise trade via the Moneybox app.• Broadened personal knowledge of FCA compliance and FSCS protection for all products.• Proposed changes to internal communication systems including redevelopment and restructuring of phone tree routes.• Upkept internal quality and satisfaction metrics and obtained numerous personally addressed 5-star Trustpilot reviews.• Actively participated in several Diversity & Inclusion / Disability focused seminars promoting the ever broadening discussion of these affairs and the associated work ethics surrounding them.• Attended regular tech meetings to deepen my understanding of the product.