Holly Keast – Collections Agent – Omni
Before joining Castle Trust Bank, I was working in the care industry and also volunteering with Hampshire Constabulary. With no previous experience in the financial sector, I was pleasantly surprised with the training provided. Since joining I have had multiple opportunities to shadow other departments and I aspire to undertake an apprenticeship to further grow and develop.
What did you do before joining CTB?
Before joining Castle Trust Bank, I had completed a Uniformed Public Service Qualification. Shortly after this, I spent some time working within the care industry. This was particularly challenging during the pandemic and provided me with an insight into the hard work and dedication of our key workers. I also volunteered within the Hampshire Constabulary, supporting victims of crime through a community court process. I was privileged to enjoy an extended travel period, before joining Omni as a collection’s agent.
What attracted you to working for CTB?
Despite not having previous experience within the financial sector, I was pleasantly surprised by the in-depth onboarding process and additional training opportunities provided to me. I was also intrigued by the benefits that are offered, including the learning and development opportunities offered to employees.
What roles have you had since joining CTB?
Since joining the bank, I have always worked within the Omni Collections team. I have also had multiple opportunities to shadow other departments in Castle Trust and Omni.
What attracted you to the role that you are in today?
When joining Castle Trust, I knew that finding a good work-life balance was a priority for me. The job role offered structured working hours that suited my lifestyle, which has enabled me to maintain optimal productivity during my working hours and enjoy my own free time.
What (and why) do you enjoy most about the role that you do?
I enjoy being in the company of a very supportive team. We always support each other with any queries. I also enjoy learning about other roles within the business and have been able to shadow other roles within Omni. My managers are always willing to take on my feedback and suggestions to improve our customer journeys. They also provide me with helpful feedback and support for me to progress within my role.
What have you found challenging about your current role?
In my role as a collections agent, there have been a lot of manual processes to learn, which my colleagues have always supported me with. I am continuing to learn new things within my role.
What training and development opportunities have you / are you receiving?
During my probation period, I was involved in a 2-week onboarding and training programme, where Ashley trained me in the basic processes and helped me to settle into my new role. I was provided with the opportunity to shadow and learn from my colleagues for my first weeks on the floor, which was hugely beneficial for me.
What are your future career aspirations?
Although I do not have any specific career aspirations, I plan to remain in my current role to gain more experience before exploring the possibility of moving across to another role within Omni, such as Underwriting.
How would you describe the culture here at CTB?
Within my team, I feel supported by my colleagues and manager. We hold regular team meetings and manager one-to-ones, which allows me to develop and maintain positive working relationships and continue to support our team to ‘achieve together’. Wellbeing is also prioritised at Castle Trust and we have access to different supportive platforms, such as Telus Health and Equipsme.
What makes CTB a unique place to work?
At Castle Trust, there is huge emphasis on personal growth and development. I am always encouraged and supported to partake in additional training and learning opportunities. We also have a fun committee, who regularly plan activities for colleagues to enjoy. These events have also allowed us to build relationships with other departments and learn more about the business as a whole.