Open to opportunities

Siraaj Mohammad

@siraajmohammad

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Financial care team coach specialising in mortgages, unsecured loans, and colleague development.

United Kingdom

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What I'm looking for

I seek a role where I can coach and mentor teams, drive compliance and quality improvements, reduce customer detriment, and deliver measurable customer experience gains within a collaborative, customer-focused culture.

I am a Financial Care Team Coach with hands-on experience in mortgages, unsecured personal loans, and current accounts, delivering coaching, escalation support, and performance management to front-line colleagues. I drive process improvements, analyse demand and performance trends, and act as a subject-matter expert to reduce risk and improve customer outcomes.

My coaching has produced measurable results: raised customer satisfaction, improved quality and compliance to 100% pass rates, increased coaching frequency and colleague pass rates, reduced customer detriment and complaints, and improved operational efficiency. I mentor peers, lead projects, and champion wellbeing to ensure colleagues deliver excellent customer service.

Experience

Work history, roles, and key accomplishments

Current

Financial Care Team Coach

Current

Santander

Sep 2023 - Present (2 years)

Coach and subject-matter expert for mortgages, unsecured personal loans and current accounts; led coaching programs that raised team NPS by 16 percentage points and improved quality control to a 100% pass rate. Acted as first escalation in absence of manager, drove process improvements, and reduced customer detriment and complaints through targeted remediation.

Coaching Quality Assurance Performance Analysis Customer Experience Debt Management Regulatory Compliance

Financial Care Specialist

Santander

Provided telephony support to customers in financial difficulty across secured and unsecured products, performed fact-finding, affordability assessments and repayment arrangements, and collaborated with internal/external stakeholders to protect vulnerable customers. Contributed to multiple projects and mentored peers to improve team capability.

Customer Support Affordability Assessment Mentoring Collaboration

Education

Degrees, certifications, and relevant coursework

Dixons Trinity Academy

GCSEs, General Secondary Education

Activities and societies: Duke of Edinburgh: Bronze Award

Completed secondary education with GCSEs across English Language, English Literature, Mathematics, Combined Science, Spanish, Geography, Physical Education, IT, and Religious Education; awarded Bronze Duke of Edinburgh.

Dixons Sixth Form Academy

A-Level and Pearson National Diplomas, Applied Science / Physical Education

Activities and societies: Duke of Edinburgh: Bronze Award

Completed tertiary studies including A-Level Physical Education and Pearson Diplomas in Applied Science, achieving Distinction* grades in vocational qualifications.