Rufus Johnson

Senior Business Support Assistant @Lloyds Banking Group

Lloyds Banking Group is a leading UK-based financial services group. We provide a wide range of banking and financial services, focused primarily on retail and commercial customers. I became a temporary member of the team in January and since then have enjoyed working with the business banking financial administration team by: • Using my attention to detail to understand the financial situations of business customers by reviewing interactions from years of unsecured loan transactions and other records. • Applying internal procedures to handle a range of complex customer situations and circumstances. I use judgement, experience, and depth of specialist knowledge across financial products to make the best decisions for customers. • Drafting correspondence to business customers regarding outstanding accounts, identifying vulnerable customers, escalating their cases to support teams and categorising non-compliant customers to progress in the customer age-out journey. • I have been recognized as a top performer within my team of 15 individuals, having been selected as one of only three individuals entrusted with the responsibility of training a newly formed team. I use my expertise, leadership, and strong communication skills as I guide the team through comprehensive training sessions to facilitate onboarding. • Pro-actively support and deliver the Group’s Values and Behaviours and Codes of Responsibility. I continuously identify and suggest improvements to working practices as appropriate and take personal responsibility for implementation.