1. Majid Hussain
309 Albert Road, Aston
Birmingham, B6 5LX
Email: majhusuk2001@yahoo.co.uk
Tel: 0786 802 0786
Personal Profile
A hard-working, conscientious, passionate, trustworthy, enthusiastic individual who constantly strives to achieve high standards
of work in whatever task is undertaken. Personal strengths include having a determination to succeed in any role and to
continually improve and develop existing skills gained to date. A self-starter and highly motivated always placing an emphasis on
accuracy and customer service and adopt a mature and flexible approach to work colleagues. I am a client focused individual
who listens carefully to requirements and is able to adapt to new environments and welcome new challenges and
responsibilities. I have 13 years experience in the Mortgage Reconciliation & Technical Support with NatWest/RBS Group.
As a customer service driven individual who continuously looks to improve processes, professionalism is essential when liaising
with both internal and external clients requiring a high standard of various communication skills. Throughout my career I have
managed multiple priorities, exceeding targets and striving for excellence with an emphasis on client requirement,
acknowledging and eradicating any difficulties or challenges that lay ahead.
Key Skills
 IT Literate with the ability to analyse and fix problems
 Ability to build applications in Excel/Access & Visual Basic using Visual Basic
 System tester (create, execute and validate scenario’s)
 Excellent attention to detail by placing a high emphasis on accuracy
 Able to manage multiple high profile projects at the same time
 Highly organized with excellent time-management skills and working to targets
 Highly self-motivated & dependable individual
 Knowledge of mortgage reconciliations & processes, using Accurate system and manual reconciliation
 Have strong customer focus skills
 Excellent communication and inter personal skills
 Bi-lingual
 Currently studying AAT Accounting Course (Level 2-In my own time)
Education & Training
Sept 2000 – July 2001 HND - Computing
University Of The HND involved real workshop computer related tasks that had to be solved by managing &
Wolverhampton communicating with other. This included building your own PC’s, solving problems relating to PC’s,
designing PC’s to a given company’s needs and writing small software programs, using Visual Basic,
VBA, Microsoft Access and Excel.
Sept 1998 – July 2000 Advanced Nation Diploma
Sutton Coldfield The Advanced National Diploma in Computing enabled me to experience the different types of
College computing we have, from ‘hands on’ experience at building small systems to function to writing small
programs to perform certain tasks.
I also achieved Level 1 in Computerized Accounts using Sage & Microsoft Access.
Sept 1997 – July 1998 Electronic & Electrical Engineering
Sutton Coldfield This Electronic & Electrical Engineering course involved is to take a given problem; then design and
College make small electronic circuit boards that would work alongside larger volumes of electrical items.
This included using AutoCAD to design and CNC machines to manufacture different types of electrical
items.
Sept 1992 – July 1997 GCSE’s
Aston Manor School English Lit & Lang. C: C, Mathematics C
Employment History
Birmingham City Council 01/09/15 to Present
Job: Council Tax Billing/Credit Control and Benefit Consultant
Duties: Including my previous duties I am now also a trained Benefit Consultant. This is a challenging and complex role liaising
with customers, landlords and housing associations to meet customer expectation. This role becomes even more challenging
because benefit is a life line for some customers for survival on a day to day basis. There is no room for error as this has a

2. significant impact on customer’s life. Making sure you listen carefully to customers is crucial in providing the best possible
service, in some cases providing a service they didn’t think they were eligible for. People on benefit are normal people who have
fallen on hard times whose circumstances have changed beyond their control. By having an eye for detail and treating each
customer individually you try to exceed in customer expectations especially as some customers shy away from asking for help
but as a last resort come to us. You have to also have a eye for fraud and misuse of public funds and whilst balancing those who
really need the funds against those who are trying to claim fraudulently. You try your best to help customers manage their
money effectively.
Birmingham City Council 01/05/15 to 31/08/15
Job: Council Tax Billing Consultant
Duties: My duties increased since becoming permanent with Birmingham City Council. I believe the hard work and dedication
paid off and my outstanding work was reflected in the feedback I had received from customers who were supportive of me been
an excellent customer service advisor. I have received a number of verbal compliments from customer who have praised the
attention to detail and service received when they have called. This involved looking at customer’s financial situation and
working with the customer’s to come up with a suitable payment arrangements and providing support for the elderly and
vulnerable.
Birmingham City Council (First Personnel) 19/01/15 to 30/04/15
Job: Council Tax Billing Consultant
Duties: Main duties to provide a great customer service to the Birmingham City Residents when they ring the Council for
support and advice. The Birmingham City Council (BCC) call centre was looking for a change of image after breaking away from
Capita who previously managed their Tax affairs. The aim of BCC now was to provide a ‘One Point’ contact through the BCC
website and telephony where the call centre was to provide a ‘First Time Every Time’ resolution. This has been an excellent
opportunity for me to share the vast experience I had gained from my previous employments with the BCC call centre staff. I
brought along the ‘One And Done’ philosophy from RBS where the aim was to solve the customers problem on the first call
without handing the customer off to another team or asking the customer to call back later. This meant listening to the
customers passionately, and treating each customer individually and paying special attention to the small detail. My personal
statement is that ‘you put yourself in the customers shoes, each customer should be treated the same was you wish your
mother to be treated if she had to ring the council’. The end result is that a happy customer at the end of the call would lead to a
change in attitude of how everyone thinks about the council. Customers don’t have a choice to ring us, they are forced to ring us
and in most cases scared of a situation out of their control. There are difficult scenarios and difficult decisions to take but as long
as you are helping the customer from every walk of life and serving the best you can.
BSKYB Call Centre (Unipart Technology Logistics) 26/09/14 to 16/01/15
Job: Call Centre Operative
Duties: Main duties are supporting the BSkyB field engineers when they have any queries or technical problems when
installing/configuring or upgrading SKY connections. We take inbound calls from these experienced field engineers and try to
liaise between multiple parties as much as we can whilst they are live on a call. This is a very demanding and challenging role
where attention to detail is necessary and where you juggle ever changing priorities. We support sky engineers
activating/deactivating sky connections and re-sink sky boxes to get customers up and running again. This could be challenging
as you have to liaise with multiple parties at the same time to make it happen for the customer.
Royal Bank of Scotland Group 01/09/13 to 30/06/14
Job: Reconciliation & Investigations Officer (Centre’s Subject Matter Expert)
Duties: Whilst still managing the duties below, I was engaged in the migration of work from our Greenock to the Birmingham
Mortgage Centre. This involved going up to the Greenock Mortgage Centre to understand there processes and systems. I was
given the responsibility to make sure that the processes flowed and were up-to-date and make the relevant changes before
training the new staff we had taken on. This project successfully completed in November 2013 with no customer impact. With
no Subject Matter Experts coming down to Birmingham from Greenock Mortgage Centre I had to train 5 staff to ensure that
their work was completely reviewed to make sure there was not room for error.
Other key tasks I have continued to perform since 2004 are:
 Bulk data/report downloading/analysing and then emailing to relevant parts of the business worldwide, using CA-Doc-View
software
 Performing Mortgage Month End reporting for all the brands. This involves reconciling Billions of pounds to the penny.
 Referral point for Shared Services Finance and Group Treasury if there are discrepancies in Month End
 Reconciling 3 different systems against each other Accurate Reconciliation System, Suspense Accounts and the mortgage
book sitting on Walker Balance to balance at month end.
 Extract Large volumes of data from data houses created by the mortgage system in access databases, csv files format.
 Deal with incidents as they occur throughout the day. These are held through conference calls or face to face.
 Referral point for technology to advise and correct data feeds that fail to load into Accurate Reconciliation systems to fix.
 Referral point for all audits by Deloitte & Internal. Providing Auditors a point of contact for all their needs.
 Adjust between colleagues and peers by providing advice and opinion to Managers/Senior Managers when situations occur.
 Managed the process for paying panel Solicitors and Valuer million’s in fees every month. Referral point for panel managers.

3.  Referral point for technical support teams who needed advice and guidance when problems occur with
mortgages/processes.
 Referral point for all internal customers at all levels when major or minor incidents occur.
Royal Bank of Scotland Group 01/06/12 to 31/08/13
Job: Reconciliation & Control Officer (Teams Subject Matter Expert)
Duties: After the June 2012 RBS meltdown, I was at the fore front working with various project leads trying to get our systems
back up. Reporting and advising senior and centre managers with progress of recovery within our centre and those in other
centres in other countries. I played a key part in designing a basic excel based system that the key financial teams used to
process Mortgage Completion Funds by linking to multiple payment systems, this meant that the NatWest/RBS brand never
missed any mortgage completions. After been recognized by various levels of management, I started to support and then lead all
the key projects happening on the team. These included:
Rainbow –Supporting the creation of Williams & Glyn's brand. My role was to support the movement of £19.7 Billion loans from
RBS to Williams & Glyn's Bank. Create the key Reconciliation infrastructure in Williams & Glyn and then deliver the training
to the new staff that would be take the Williams & Glyn Reconciliation forward, mirroring what we have at RBS.
Payment Solutions – The Payment Solutions was an idea I came up with to improve the customer experience. After talking
through my idea with my senior & centre manager I designed and created a system that would save the centre £0.5Million a
year. This idea when presented to director level at RBS and the feedback and recognition was great. This system would link
the Birmingham, Greenock, Dublin and GMOI (based in India) mortgage centres together by having one payment system.
This meant when work is shifted between centres everybody can chip in and support one another. This was a secure system
that validated beneficiary account details as they were entered reducing errors at a later stage. This was a multi brand and
multi platform system.
NWHL to NWB asset transfer – NatWest Bank’s mortgage business traded as a limited company until Nov 2012. With the
government only supporting PLC companies a project was setup to transfer £65 Billion of mortgage assets from Limited to
PLC. This meant completely changing the way we process payments, in the back ground we had to make sure that we had
enough funds in our accounts on day 1 of being a PLC to smooth processing of completion funds with no impact to the
customer. This also meant a major rebranding exercise changing the brand name on suspense accounts, system we use,
letters & opening up new suspense accounts as the funding process changed.
PONTIAC – This involved the migration of reconciliation work to India. I created the processes and the spreadsheets that the
India counter parts would use to process payments on our behalf. I provided the training material and the training to
ensuring that the process was robust enough to avoid and pitfalls. This involved log audios to ensure we had the correct
expertise geared with the correct knowledge.
Technical Support – Supporting the Technical Support teams based in Edinburgh and India for Accurate Reconciliation and the
Scotland & India for the Groups mortgage system. I advised support teams how to fix problems when they arise to get
systems back online when things go wrong. This is challenging at times as you could get a problem any day and you have to
deal with it before returning back to your usual work.
Royal Bank of Scotland Group 01/12/04 to 31/05/12
Job: Reconciliation & Control Officer for brands (NatWest, First Active and Direct Line)
Duties: I work in a team where you reconcile movement in funds worth Billions of pounds a day for the Birmingham Mortgage
Centre. Working alongside Lean I have created a number of programs using Excel & Access that have improved the centre’s way
of working saving £100k per year. Some of the programs have been mirrored and now used in other centres in Greenock
Mortgage Centre (Scotland). I support colleagues in other centres based around the world by helping fix mortgage accounts that
have not been correctly keyed or where there is a bug in the system. These have all been by using systems like
BankLine/WorldPay, Mortgage System Support, Investigating Customer Mortgages. Whilst supporting the Reconciliation of
manual and system accounts I undertook a number of projects, these are :
Valuer’s/Solicitors Database – This involved the creation of a Microsoft Access driven database to handle thousands of new
mortgage customers every month. Worked with multiple teams in different centres to create a database that would reduce
the time it takes to check valuation requests before payments are made to Panel Valuer’s & Solicitors.
FiRST – This is a complex project as multiple systems have to upgraded at the same time for the FiRST project to be a success. I
provided advice to internal and external FiRST experts to help then introduce a group wide General Ledger system that
would streamline the Financial Account process for Group Treasury. Currently the bank has variety of platforms which
provide various amounts of data that has to be manually extracted. The bank also has multiple mortgage platforms and
providing Accounting figures is a long and slow process.
FMS – The Fees Management Project involved making fundamental changes to the mortgage system that allowed payments to
be automatically taken from customer at the correct time with the correct amount. The FMS system had to link into the
Card Payments system WorldPay and also the mortgage systems. I provided the guidance and the expertise to make sure we
reconciled on time and correctly when we go live, whilst reducing manual intervention.
NatWest Mortgage Services (NWMS) 13/09/04 to 30/11/04 (Part of Royal Bank of Scotland)
Job: Liaison Officer
Duties: Given the task to act as a Liaison officer for the business (NatWest Mortgage Centre), looking after their
move/relocation to new premises thus working alongside people from different walks of life to achieve the same success. I
collated data for each individual within Customer Services (1500 + staff) based at NatWest Mortgage Centre for the I.T move

4. managers. Liaised with Centre Managers, RBSG I.T. moves managers, Siemens I.T, Specialist Move Company “Move Plan”, Team
Managers and internal I.T. I proved that I could succeed, not by only completing my goal, but also receiving praises from Centre
Managers for taking personal responsibility & identifying issues. I received bank shares from varies team and centre managers
that could later be cashed for taking personal responsibility when situation had risen unexpectedly.
NatWest Mortgage Services (NWMS) 06/06/04 to 10/09/04 (Part of Royal Bank of Scotland)
Job: Systems Tester
Duties: Solving I.T related problems whilst working for the RBS Group. With the knowledge that I have about different systems
and IT associated issues I was given the opportunity as a tester to test the banks new mortgage system whilst it was in its test
phase. This new system has now being introduced throughout the group including some of the leading brand names like
NatWest, Coutts & Co, Ulster Bank, First Active Virgin One Account and DirectLine. This opportunity was valuable as I was
working along side professional programmers/testers. This experience has made me gain vast amount of knowledge &
techniques/approaches used by professionals to solve issues as & when they arise.
This I believe will help me in the future as it builds upon previous projects that I have helped out on. These including testing and
helping set-up a NatWest chaps system ‘BankLine’ on RBS servers, migration work that again involved testing systems that were
later used by NatWest Bank.
NatWest Mortgage Services (NWMS) 30/07/01 to 05/06/04
Job: Payments Officer
Duties: Dealing with all incoming funds into Birmingham Mortgage Centre. Resolving query's regarding payments received &
sent liaising with solicitors, Retail Network + other banks, Keying completion funds to be sent to customers via in houses systems
BankLine & Mortgage Manager, Taking credit card payments via streamline machine. Keying and printing cheques ordered
either manually or via an in house system. Checking and authorizing outgoing Bacs payments. Using my qualifications I have
helped my colleagues solve a range of IT issues and correct programs on the team that would normally be referred to the
Company’s Service Center. An example of this is when I created a spreadsheet with macro’s that enabled users to log and
validate payments against source system thereby improving accuracy.
Hobbies & Interests
I am a family orientated person who likes to be around family and friends, other interests are problem solving so that I can learn
more and develop myself and I like learning to build applications in Excel, Access and Visual Basic.
References
Ben Gilbey, GI Group UK
31 Trinty Street, Coventry, Warwickshire, CV1 1FJ
Tel 07500 112542
BEN.GILBEY@GIGROUP.COM
Mark Bryan, First Personnel
New Street, Birmingham City Centre
Tel 07512 683082
M.BRYAN@JOBSATFIRST.COM