CV - PAUL SWAIN

I am a customer service-oriented individual with experience in physical retail, telephony and email operations. I have been developing a keen interest in the financial world in the UK, with a particular emphasis on investment and retirement options.

An important motivator for me is the use of statistics and metrics that help me quantify my current progress and efficiencies. I believe this stems from my interest in computers and technology, which has become an integral part of my day-to-day workload and my own personal hobbies.

I am looking for opportunities to combine my interests in the financial world, data analysis and technology to further my own skills and development in a professional and personal capacity. I am not afraid to give and receive constructive feedback in the name of progress.

A Levels

Maths - IT - Welsh Baccalaureate

GCSE

Maths - English - IT - Welsh

Legal and General – Retail Annuities Intermediary Support Specialist

March 2024 - Present

Role Purpose: To facilitate the generation of annuity and other retirement product quotes for financial advisers that are working on behalf of their clients. Offering further guidance on any features of the products available.

Role Objective: To reduce contact wait times via the phone lines and dedicated mailbox to a reasonable level. Discovering potential leads and referring them to the relevant business development managers to convert into business placed.

Key Achievements:

• Successfully reduced phone wait times from 2+ hours to 30 seconds, and email replies from 12 weeks to within 48 working hours.
• Developed an in-house Microsoft Power App to increase the quality and consistency of any lead referrals, with over 95% of quotes being referred.
• Full knowledge and skills to complete quotes for every relevant annuity and retirement product, including some underwriting capabilities.
• Part of a project team that redeveloped the adviser facing website to offer a more streamlined way to access product information.