CRISTIANA AGRELA FERREIRA
Guernsey,St Peter Port
Summary
Motivated banking professional with experience in mortgage support, customer service and financial administration within a regulated environment. Skilled in handling customer documentation, supporting mortgage applications, and ensuring processes are completed accurately and in line with internal procedures and regulatory standards. Organised, detail-oriented, and confident managing sensitive information while providing a high level of customer service.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Mortgage Administrator
HSBC
St Peter Port
04.2025 - Current
- Maintain accurate client records and documentation in line with internal procedures and regulatory requirements.
- Support mortgage application processes by revieweing financial documenation and assisting customers troughtour the application journey.
- Liaise with lenderes, solictiores, estate agents, and valuers to ensure smooth progression of mortgages cases.
- Handle sensitive customer information cofidentially and in accrodance with compliance and data protection standards.
Customer service advisor
HSBC
St Peter Port
03.2022 - 04.2025
- Managed high volume of customer queries across phone, email, and digital channels in a fast-paced banking environment.
- Provided customers with accurate information regarding banking products, services and account-related services.
- Resolved customer issues efficiently while maintaining high service standards and regulatory compliance.
- Consistently met and exceeded perfomance and customer service targets.
Store assistant/ Supervisor, supervisor
Co op Channel Islands
01.2020 - 03.2022
- Supervised daily store operations, including team coordination and customer service.
- Supported team perfomance by provididing guidance, training and day-to-day assistance.
- Handled custoemr complaints and resolved service issues professionally.
Store assistant
Upstyle, Lda
01.2017 - 01.2019
- Delivered customer service in a retail environment.
- Assisted customers with product queried and purchases.
- Managed opening and closing prodecures, including cash handling reponsibilities.
- Supported achievement of sales targets trough proactive customer engagement.
Education
Degree - Solicitor
Escola Superior de Tecnlogia e Gestao - Politecnico de Leiria
01-2018
A-Levels -
Liceu
01-2013
Escola Basica e Secundaria Calheta
01-2010
Escola Primaria do Lombo do Atouguia Primary School
01-2004
Skills
- Regulatory compliance
- Risk Awareness
- Financial Documentation
- Multitasking & Organisation
- KYC & Customer Due Diligence
- Document verification
- Customer Relationship Management
- Complaint Resolution
- Microsoft Office & Banking Systems
Certification
- Level 3 - LIBF - Retail and Digital Banking
Timeline
Mortgage Administrator
HSBC
04.2025 - Current
Customer service advisor
HSBC
03.2022 - 04.2025
Store assistant/ Supervisor, supervisor
Co op Channel Islands
01.2020 - 03.2022
Store assistant
Upstyle, Lda
01.2017 - 01.2019
Degree - Solicitor
Escola Superior de Tecnlogia e Gestao - Politecnico de Leiria
A-Levels -
Liceu
Escola Basica e Secundaria Calheta
Escola Primaria do Lombo do Atouguia Primary School