Capra Bank’s Post

Excited to share my experience specializing in resolving packaged bank account issues as a Complaint Handler at Lloyds Banking Group. 🏦 In this role, I've: 🔍 Handled customer complaints with empathy and professionalism, ensuring thorough investigation and resolution. 📝 Ensured all resolutions comply with financial regulations and internal policies. 📁 Managed a high volume of cases efficiently, maintaining accuracy and attention to detail. 💬 Provided clear, concise responses to customers, explaining complex financial products clearly. 🔄 Identified recurring issues and collaborated with teams to enhance customer experience. What I've learned: 💡 Importance of listening to each customer's unique situation. 💪 Effective problem-solving under pressure. 🤝 Value of teamwork and communication for exceptional service. 📚 Staying updated on regulatory changes and ensuring compliance. My Achievements: ✅ Successfully resolved complaints, increasing customer satisfaction. 🏆 Received commendations for exceptional handling of complex cases. ⏱️ Played a key role in a project reducing resolution times. Working at Lloyds Banking Group has been rewarding, allowing me to grow professionally and positively impact our customers' banking experience. Passionate about delivering high-quality service, I look forward to continuing to make a difference in the financial services industry.🌟 Now I am open for more opportunities! #Banking #CustomerService #ComplaintHandling #LloydsBankingGroup #ProfessionalGrowth #CustomerExperience

Do you know that every bank account holder has an account officer?🤔 Yes, you... I mean you! Do you know you have an account officer. But the big question is, have you met or spoken to yours before? Knowing your bank relationship manager (a.k.a Account Officer) fosters a beneficial partnership that can lead to better financial management, quicker issue resolution, enhanced access to credit, and improved business operations and overall banking experience. Thought to share!😎

👋 Meet Louise! As one of our National Account Managers, every day for Louise is different. You might find her at an industry event, or building relationships with heads of our distribution partners. Louise ensures they’re up to date on all things criteria and strategy, whilst also discussing how we can work better together. “Due to my broker background within the specialist and private banking market, I’m heavily involved in working with many of our departments at the bank. We hold monthly meetings to feedback what we’re hearing on the ground to discuss solutions to these findings together.” Louise’s top tips for new applications in an ever-changing market: ☑ Don’t underestimate how important it is to provide as much detail as possible when submitting a case – it doesn’t go unnoticed and will save you time if the full story is provided upfront! ☑ In a market that is consistently changing, never become complacent and strive to learn daily. “I’ve certainly proven to myself I can spin a few more plates than I originally thought! I love learning and the job enables me to do this daily.” Like Louise, we’re right here for you. #BOI4I #MortgageIntermediaries #MeetTheTeam

opportunity

I’m looking to connect with people in the banking industry. To name a few ( financial advisors, personal bankers, branch managers etc) Tag anyone you know I could connect with in the comments section.

Marking my work one Anniversary Today marks one year since I joined the I&M Bank Family from my previous employer KCB Bank. My singular task was to set up the Public Sector Desk under the Corporate business segment. The opportunity presented to me a big chance to influence change in many ways. Key success factors to influence positive change. 1. Culture including customer / staff / vendor onboarding process, inter and cross departmental interactions, cross cultural interpersonal interactions, formality & "informality" of interpersonal engagements. Relationship, both vertical and horizontal staff / stakeholder relationships. 2. Systems - which would include how information was received, processed, stored, and moved horizontally / vertically within and outside the Bank, hardware and software, logistical support and to even access and availability of physical workspace to operate from. 3. View of stakeholders / staff / vendors /customers - a stakeholder is always the king...rather the common mantra in all institutions. How the customer was defined, basic general assumptions of "customer (stakeholder) centrism", KYC, and what corporates hardly say but matters most the total contribution to the bottom line from the relationship. Summarized as the institutional philosophy of who a customer (key stakeholder) is and should be. I'll limit myself to the three above so I can equate the three to driving a high speed, beautiful and expensive machine. The right & delicate balancing of the three will determine if the institution will be on the move, how fast, which direction and the maximum carrying weight (good - profitable relationships, and bad -unprofitable relationships...dead weight). A Bank solely exists to provide value to its stakeholders, preserve and return value to shareholders, value to depositors (liability customers & Equity owners), and right, just in time mix credit facilities to businesses. Innovation, invention, thus adaptable profitable relationships will DIE or DEAD where culture is not right, system is not optimally functional and or customers (stakeholders) are misaligned.

Standard Chartered bank "Disappointed with ur services and customer , hidden charges, and unexpected amount blockages have made my experience a nightmare. Accidental transfer, no prior notification, and conflicting customer care explanations have left me frustrated. Pending EMIs, financial uncertainty, and no clear resolution in sight. The lack of transparency in my account management is appalling. Month after month, I receive statements showing a zero balance, only to discover hidden charges and blockages. The latest incident has left me devastated. An accidental transfer led to my amount being blocked without warning. Your customer care representatives offered conflicting explanations, leaving me confused and distressed. How could any bank block amount without notifying customer.

Is the Role of the Banking Manager a Thing of the Past? One of my clients asked me to support an application to open a new bank account. 🏦 We started the application on 2nd May. Given the complex board and shareholding structure, it took a few months to gather all the information needed for the Know Your Customer (KYC) checks. 📝 After providing what we thought was everything, we were asked for even more details. We responded promptly… then nothing. Weeks of silence. I logged in to check the status a month ago, only to find our online profile had completely vanished. After chasing the account opening team multiple times and being ghosted, we eventually received a blunt rejection with no explanation. I understand they can't always provide reasons, but the lack of communication was staggering. 🤷♂️ To add context, this client already has investment from both a bank and the government on their CAP table, meaning they've been through rigorous due diligence. No red flags. 🚫 The real issue here isn’t the rejection—it’s the wait and the silence. If we weren’t the right fit, just tell us quickly, and we’ll move on. I was hoping to find a bank that actually cares about my client's business. It doesn’t seem like too much to ask! The current bankers assigned person has only responded to 4 out of 5 of my emails over the last year.🤔 In the past, I’ve worked with some truly fantastic banking relationship managers who made a real difference. I can’t help but wonder—are those days behind us? 💭 Has anyone else noticed a decline in the personal touch from banks? #BusinessBanking #CustomerService #RelationshipManagement #BankingIndustry #BusinessGrowth #EntrepreneurLife #FrustrationToSuccess

18 YEARS OF EXPERIENCE IN BANKING