Hassan Hussain

Senior Consultant @Nationwide Building Society

GB

As a Senior Consultant in the Home New Business department I am responsible for supporting members, mortgage brokers and solicitors when they telephone the Nationwide’s mortgage team. A varied role which differs from call to call. Key responsibilities which also include - Being accountable for members queries and needs, ensuring a positive outcome. Manage multiple responsibilities and liaising with mortgage brokers and solicitors this can include making complex changes such as loan amounts and providing details of new products they can be eligible for their clients and driving a first time resolved outcome- Maintain members discretion whilst keeping their data secure- Adapting communication style to meet individual members needs- Deescalate difficult conversations, providing members, brokers and solicitors with reassurance and guiding them to further support if required - Adapt between IT systems, depending on the call need- Ensuring a positive outcome by addressing members\' queries and needs with accountability, handling tasks like providing valuation, green cash back and porting property details and criteria, relaying product information correctly, and achieving first-time issue resolution- Safeguarding members\' confidentiality and data security- Thoroughly investigate and troubleshoot issues, such as payment failures and system disruptions caused by external providers- Strictly adhere to Nationwide\'s established processes, including performing fraud checks and meticulously logging essential member data-Performing various administrative responsibilities as required to support organizational functions-Systematically assess instances of policy rule failures. This includes but is not limited to- Identifying discrepancies in property tenure- Analyzing variances in estimated values presented in property valuation reports.

Aston Villa Football Club

Level 3

James Watt College

Diploma of Education