Richard Marsh has over 10 years of experience in financial services roles including sales quality review in general insurance, mortgages, and bancassurance. He currently performs outcome testing on branch mortgage and general insurance sales. Previously he has worked as a customer quality and experience assistant auditing home insurance calls and as an insurance sales consultant. He holds qualifications including a BA in Business Studies and certificates in financial advising and mortgage advice.

1. Richard Marsh
7 Watt Avenue, Allerton Bywater, Castleford, WF10 2FE. 07760 669338.
Personal Statement
I have been working for Lloyds Banking Group since 2010. I have performed sales quality
review roles in General Insurance, Mortgages and Bancassurance.
I am a natural planner and a good organiser. I am able to manage my own workload
effectively. I work well as part of a team but am equally capable of working alone.
Education
CeFA Certificate for Financial Advisers
CeMAP Certificate in Mortgage Advice and Practice
BA (Honours) Business Studies
3 A-Levels
7 GCSE’s
Work Experience
2010 – September 2016
File Reviewer / Advised Verifier
My current role involves performing outcome testing contacts for Branch Mortgage and
Branch General Insurance Sales. Prior to the closure of the Bancassurance business in
2014 I was a File Reviewer checking protection sales made by Financial Consultants in
the Branch network.
 Simplified and automated processes to increase department efficiency.
 Exceeding demanding productivity and quality targets.
 Working as part of a team of Verifiers, but responsible for delivering my own
workload.
 Planning, prioritising and organising my own workload.
 Checking that sales processes have been adhered to.
 Ensuring the customer has received a fair outcome.
 Using verification guides and personal judgement to grade cases.
 Using Plan.IT, Compass, MDR and Sharepoint software along with MS Word and
Excel.
Customer Quality and Experience Assistant
As part of the CQE team, my role was to audit Home Insurance sales calls within the
General Insurance Contact Centre. I commenced this role auditing calls for compliance
and subsequently moved in to a Risk Based Monitoring role.

2.  Identified the need for consultant workshops to increase call quality. Influenced
senior management to gain agreement to organise the workshops.
 Designed and delivered the workshops resulting in a 20% increase in call quality for
attendees.
 Use of MI to identify trends and potential risks.
 Performance of additional monitoring in response to referrals.
 Planning and delivering investigations.
 Remote monitoring of sales calls to ensure that they are performed compliantly.
 Preparation and delivery of feedback to consultants.
 Weekly / monthly report checks.
Insurance Sales Consultant
Working in the contact centre my role was to sell Home Insurance over the
telephone.
 Interviewing clients in a structured way to establish their insurance needs and
recommend suitable insurance cover.
 Establishing trust and rapport with a diverse range of clients.
 Working in a pressured and fast paced environment to achieve individual and team
targets.
2009 – 2010 NFU Mutual
Account Executive
Canvassing and gaining new commercial insurance business.
 Initiating and developing relationships with business owners.
 Meeting with customers at their premises to discuss their insurance needs.
 Completing complex fact finds and submitting proposals to underwriters for a quote.
 Liaising between underwriters and customers to agree terms and premium.
 Managing the relationship between the business and the customer.
2007 – 2009 Co-operative Financial Services
Financial Adviser
A field based role meeting with customers to discuss their financial needs.
 Advising customers on the full range of products available from protection, savings,
investments, mortgages and general insurance.
 Processing new business applications for all types of Financial Products e.g.
Pensions, Mortgages, Life Cover & Investments.
 Working with other advisers sharing best practice and motivating each other with
ideas to generate new business.
 Management of own diary.
 Ensuring customer interviews completed compliantly and that all documentation
accurately produced.
 Production of compliant suitability letters using bespoke software.