Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
References
Timeline
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Gill Ross

Gill Ross

San Francisco

Summary

Im a dynamic and strategic thinking individual with a passion for working well within a team. Im also proactive and highly motivated with excellent communication, planning and organizational skills. I tend to build strong lasting relationships with key stakeholders, while adhering to all policies, processes and procedures meticulously.

Overview

6
6
years of professional experience

Work History

Senior Legal Case Manager

Thomas Bradley & Co.
02.2023 - 02.2024
  • Drafting extensive legal documentation such as Wills, Power of Attorney’s and Family Protection Trusts.
  • Working alongside Partner Solicitors to arrange Schedule 1 Capacity Call’s for Power of Attorney’s and submit Discharges and Dispositions to the Registers of Scotland.
  • Liaising with our Financial Advisors for Home and Building Insurance and clients in need of Financial advice.
  • Head of Family Protection Trust department, delegated tasks and responsibilities to case managers within the department.
  • Disposing properties and assets into Family Protection and Testamentary Trust Plans for our wealth clients.
  • Arranged and scheduled weekly meetings and appointments with clients for yearly reviews of their Trust documentation to ascertain their financial needs and welfare.

Legal Administrator

Moore Macdonald Solicitors
08.2022 - 02.2023
  • Reviewing and drafting extensive legal documentation and tasks for the court.
  • Supporting and working with paralegals and solicitors within the organization.
  • Liaising and meeting with clients regularly.
  • Assisting the conveyancing department with a range of matters relating to Sales, Purchases, First Registrations and Discharge of Standard Securities.
  • Answering inbound and outbound telephone calls daily whilst managing schedules and ensuring the efficient and effective administration of the office.

Financial Support Manager

HSBC Commercial Financial Support
02.2022 - 07.2022
  • Managed and provided exceptional customer service and support to a portfolio of business clients going through difficulty.
  • Handled inbound and outbound telephone calls confidently. This helped me to become a good listener with strong understanding of issues that businesses can face daily, especially during an economic downturn.
  • Ensured consistent application of group policy and adhered to regulatory, financial and legal standards to minimize business and reputational risks.
  • Applied knowledge to provide advice and assistance to customers when identifying the appropriate customer-orientated solutions to help resolve the business financial difficulties.

Mortgage Underwriter

Underwriting Services
11.2021 - 02.2022
  • Input quality assessment of documents submitted by the broker for Mortgage applications in the Intermediaries channel.
  • Indexing correct tasks to be assigned to the credit officer or auctioning irrelevant tasks for Mortgage applications in the Intermediaries channel.
  • Assessed mortgage applications based on merit and financial risk to the bank regulator's.

Financial Support Representative

HSBC Financial Support Team
12.2020 - 11.2021
  • Provided exceptional customer service and support to all customers going through difficulty.
  • Adapted and adhered to ever changing policies and procedures under the challenging financial circumstances at the time in the UK.
  • Built positive and lasting relationships with a wide range of customers, stakeholders and colleagues.
  • Technically minded and able to adapt and use a variety of different systems.
  • Actively helped and supported colleagues who are new to the business understand our collections process and the day to day running of BAU.

Customer Service Representative

HSBC Apprenticeship Programme
- 12.2020
  • Provided exceptional customer service and support to all customers and new apprentices by arranging and organizing presentations around our digital focus and understanding our complaints process.
  • Proactively promoted HSBC digital channels.
  • Taking a digital first approach and supporting our customers to be digitally active.
  • Supported Team Manger with a range of duties, such as scheduling monthly coaching slots and 121’s to ensure her schedule runs smoothly.
  • Organized and co-ordinated monthly activities and events and raised over £4000 for charities.
  • Grew and developed relationships with key stakeholders, customers, local resource and micro-com.

Sales associate

Marks and Spencer’s Retail Store
12.2017 - 08.2018
  • Part time customer service representative with Marks and Spencer’s.
  • Trained in two specific areas of the company to provide the best customer service.
  • Obtained great time management and organization skills within this role, due to rotating to different departments throughout the day.

Education

High School Diploma -

Larkhall Academy
Glasgow, UK
06-2018

Skills

  • Leadership Award SCQF Level 5
  • Duke Of Edinburgh Silver Award
  • SVQ in Financial Services (SCQF L6)
  • Certificate in Retail and Digital Banking (CertRBD with London Institute of Banking and Finance
  • Passionate about strong lasting relationships with customers through good questioning and rapport building
  • Ability to work well with performing tasks and activities within a group environment with my outgoing and friendly personality
  • Excellent planning and organizational skills

Accomplishments

  • Taking part in highly successful Apprenticeship programme within HSBC in providing financial services
  • SVQ in providing financial services SCQF Level 6 using excellent technical skills on a range of Microsoft program's.
  • Worked towards completing LIBF Level 3 certificate in Retail Banking Conduct of Business (CertRBCB)
  • Excellent NPS scores based around my customer service demonstrating my strong verbal communication and attention to detail
  • Experienced Apprentice allowing me to help and support new apprentices and new agents to the business in their role
  • Embedded customer journey change as part of customer advocate role on site

Affiliations

  • Health & Fitness
  • Exploring Outdoors
  • Reading

References

References available upon request.

Timeline

Senior Legal Case Manager

Thomas Bradley & Co.
02.2023 - 02.2024

Legal Administrator

Moore Macdonald Solicitors
08.2022 - 02.2023

Financial Support Manager

HSBC Commercial Financial Support
02.2022 - 07.2022

Mortgage Underwriter

Underwriting Services
11.2021 - 02.2022

Financial Support Representative

HSBC Financial Support Team
12.2020 - 11.2021

Sales associate

Marks and Spencer’s Retail Store
12.2017 - 08.2018

Customer Service Representative

HSBC Apprenticeship Programme
- 12.2020

High School Diploma -

Larkhall Academy

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