Arlene Joseph
@arlenejoseph
I improve customer onboarding, retention, and resolution in regulated financial services.
United KingdomWhat I'm looking for
At NatWest, I own end-to-end onboarding for 175+ business customers weekly, helping them navigate account setup, documentation, and identity verification while balancing customer experience with regulatory requirements.
I've also resolved 30+ complex cases weekly, improved NPS by 10%, and used root-cause analysis and customer feedback to drive process improvements. I'm focused on building trusted customer relationships, removing friction, and improving outcomes across high-volume service journeys.
Experience
Work history, roles, and key accomplishments
Onboarding Analyst
NatWest
Nov 2021 - Present (4 years 10 months)
Owned end-to-end onboarding for 175+ business customers weekly, applying risk frameworks and resolving verification issues. Delivered webchat support and identified process improvements that increased customer satisfaction by 5%.
Complaints Handler
NatWest
Jul 2020 - Nov 2021 (1 year 4 months)
Managed 30+ complex customer cases weekly, conducting evidence-based investigations and root-cause analysis. Improved NPS by 10% through empathetic communication and decisive resolution.
Webchat & Social Media Advisor
NatWest
Jan 2020 - Jul 2020 (6 months)
Managed customer relationships on social media, maintaining SLA response times under 1 hour. Monitored sentiment and increased qualified referrals by 7% through accurate guidance.
Education
Degrees, certifications, and relevant coursework
University College Birmingham
BA (Hons), International Tourism Business Management
Grade: First Class Honours
Earned a BA (Hons) in International Tourism Business Management with First Class Honours.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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