What makes Handelsbanken different from other banks?
It has a decentralised model which is encapsulated by our motto the 'branch is the bank' to our customers, thus the branch has greater control over the decisions it makes.
In a branch-based role you have closer interactions with customers and they know you by name. They can also be confident that all the branch staff know them too.
Describe you career journey at the Bank
My first role in the Bank was that of Account Manager Support, dealing with administrative processes for a wide range of transactions for both Corporate and Individual Banking customers.
After two years, I undertook a six month secondment to our Compliance team, following which I became a Compliance Officer. It's my ideal role and I’m a four year veteran.
I am also a Mental Health First Aider; member of the Diversity & Inclusion Forum and have also delivered Conduct Rules training to staff in our region. My Manager is very supportive in giving me time away from the day job to partake in these activities.
What does a typical working day look like for you?
The Compliance team has a broad range of regulatory monitoring activities to undertake, which include: monitoring adherence to the complaints handling process, branch visits to test the regulatory knowledge of employees; file checks and reviewing conflicts of interest. So, there’s no such thing as a typical working day!
What do you look forwards to most each day?
Interacting with my colleagues – I especially enjoy the camaraderie within my team!
In your role, how do you help make customers feel satisfied?
My current role doesn’t have direct customer contact, however I do influence customer satisfaction by providing support and guidance to my colleagues. By always thinking about the customer impact and trying to put ourselves in the position of the customer we can achieve fair customer outcomes. This in turn leads to satisfied customers.