Shantell Smith - Collections Agent - Omni
This is my second time working for Castle Trust Bank, having worked here several years ago in Customer Services and now working in Collections. I love helping people who may be struggling, and it gives me a real sense of achievement. There is always the encouragement and opportunity to grow and move in other directions within the Bank if you want to.
What did you do before joining CTB?
I worked in an admin role within the NHS booking in equipment needed to help people with end of life care at home.
What attracted you to working for CTB?
I love the culture here of everyone matters.
What roles have you had since joining CTB?
I worked here several years ago when Castle Trust first came to Basingstoke. My role then was Customer Service agent and Admin. Now since re joining I am working as a Collections Agent
What attracted you to the role that you are in today?
I had been looking for roles that I could apply for within the bank for some time before I was lucky enough to get my current role. It was not the role that attracted me but the bank itself. I had left Castle Trust after becoming seriously ill some years ago and took the decision to leave work entirely to focus on my recovery. When I was well enough my mission was to come back to the bank in any role that I could do, because there is always the encouragement and opportunity to grow and move in other directions within the bank if you want to.
What (and why) do you enjoy most about the role that you do?
I love helping people, It is so nice to be able to help people who may be struggling at the moment as so many of us are. It gives me a real sense of achievement to guide the customers through the application process and it is great when our customers are so happy they have managed to do it if they are not used to using a computer or doing things online.
What have you found challenging about your current role?
It is sometimes hard emotionally when your hear the difficulties that some people are facing – this may be critical illness or mental health problem, but it is balanced out with the fantastic approach that we have here and the help we are able to offer. We have amazing tools in place to help us with vulnerable customers. And there is always support. Our mental health first aiders are there to just offload to every now and again as well.
What training and development opportunities have you / are you receiving?
Training is second to none at Castle Trust. I am not currently having any training but in the past I have had the opportunity to sit with complaints, retail support, and underwriting so that I can understand what they do and how my role is connected. For me, everything makes more sense when I know how what I do affects other roles.
What are your future career aspirations?
I will be honest and say that now at my age I do not have any career aspirations. I am very happy here and want to do the best I can be in the role that I am doing. I may move to another team at some point to increase my knowledge of other arears but for now I am learning all the time and am happy here.
How would you describe the culture here at CTB?
We are all as important as each other and we all matter. Higher management are not distant, far from it our CEO actually knows us and is interested in us.
What makes CTB a unique place to work?
We may not have a choice in having to go to work but we do have a choice where we work. Castle Trust Bank is unique because the staff are as important as the customers. Everyone is treated equally and valued. It has a real family feel in the office and I could not wait to come back to work here. I can honestly say in my 45 years of working life I have never worked anywhere that is as welcoming as Castle Trust Bank.