A Day in the Life of – Sharlene Risden

In my role, I process and manage customers’ mortgage applications, working within a team to proactively and efficiently manage applications from submission to completion. This includes verifying and uploading documents and information to lenders, managing various updates from lenders, conveyancers and surveyors and relaying the information back to the client in a simple way. Throughout the process, I’m the main point of contact for the customer, answering a wide range of queries, solving problems, managing expectations and supporting them. I work alongside and support mortgage experts to provide the best outcomes and service to customers.

What does your morning routine look like?

I wake up between 6 and 7 a.m. and listen to some mindset content to prepare me for the day. I start work from home at 9.00 and will check for any urgent messages from the team, wider company and customers. My first task is to work through my list of customer cases and contact lenders for updates, then request and relay updates and check and send mortgage offers to customers. 

What does a typical afternoon look like?

I respond to messages from customers and mortgage experts, offering support where I can. This can include uploading documents, supplying information to lenders, requesting rate changes and generally providing support to progress mortgage applications and amend or change mortgage offers. It is fast-paced working in mortgages, and you have to be able to adapt whilst staying positive and focused. 

We convene regularly as a company, which is an opportunity to share ideas, improve processes and ask the senior management team any questions. There is transparency from the senior management team which is important and makes you feel heard and involved. There is also a diverse range of workshops and meetings, including staff benefits, mental health, fitness, wellbeing, women’s groups, LGBTQ and Black Monzo. 

What do you find to be your most productive time of the day?

In the morning, when I log on and see the customer cases I need to support; this really motivates me. Behind every customer is their story, with circumstances and a reason why they contacted Habito by Monzo. I’m keen to support them as much as I can through what is often one of the biggest financial decisions they’ll make in their life.

How do you manage your time to ensure you have a good work / life / home balance?

During the day I will plan and prioritise my work. I try to make sure I finish work on time, which is important for wellbeing. It can be tempting to work extra or check emails out of hours when you work from home. I make a conscious effort to move my work desk to the side of the room when I’ve finished work, and put my laptop away so visually my work has now stopped until the next day. This mental break from work helps me to be more productive during working hours.

Habito by Monzo puts a big emphasis on wellbeing, and if I need any additional support I can contact my manager, wider company or join one of the many meetings/activities which they offer. I have never worked for such a diverse and inclusive company before; it has something for everyone

What is your favourite part of your working day in your role?

When I solve a problem for a customer. You can tell from the way they speak to you that they appreciate your help and feel reassured. Some customers don’t necessarily understand the mortgage process and mortgage lending criteria when they get started, and even if they do, processes can always change. Customers come to me for guidance, support and reassurance. 

At Habito by Monzo, we are trained to communicate clearly and effectively with customers. There’s a big focus on tone of voice. Words can change how our customers feel when we communicate with them. You gain more confidence when you deal with difficult cases and solve problems. I also used to be an underwriter, so I understand the reasoning about lender criteria which means I can communicate this is in a simple way to customers. 

What does a typical dinner time look like in your household?

Brit-Jam food which is a mixture of British and Jamaican food. Sunday dinner with family would be a roast dinner or curried goat with rice and peas and vegetables, including plantain. 

What do you do to unwind?

It usually involves socialising and/or networking. When I was younger, I did a lot of promotional work including working at car shows and sports events. I’m also an admin for a women’s friendship group because, due to circumstances throughout life, women’s friendship groups get smaller and it’s good that women can meet new friends and have an active social life. I enjoy attending networking events and meeting new people, attending music day parties in London, Ascot etc, attending the races and getting dressed up. I love traveling to hot countries and my most recent holidays have been in Abu Dhabi and Cyprus. I also like watching sport, including supporting Arsenal, the England football team and Formula 1. 

If you could give one piece of career advice what would it be?

Network and be visible on social media. If you are working, or looking for work, people like to see who you are, your personality, what skills and experience you have and then they can support you, offer opportunities or recommend you.

How important has your support network been in helping you through your role?

The support has been essential. I’ve recently started my new job at Habito by Monzo, and from day one in my induction everyone, from the mortgage experts, trainers, people in my team, manager and the CEO have made me feel very welcome, supported and included. If I needed any support I know that I could reach out and I would be listened to, and action would be taken. 

Does your job require a degree?

I left school with some GCSE’s and went straight into work, where I completed my NVQ’s in admin and retail. I’ve worked in mortgages since 2014 and I completed my CEMAP in 2020.