Dave Cole Email and Phone Number

Responsibilities:* Business lending - portfolio growth - comprising Cash Flow, property, Invoice Debtor Financing and other specific sector lending (clubs, accountants, solicitor etc)* New Acquisitions - Match financial solution to a customer need (other Bank or New Borrower)* Wealth products and High Net Worth customers (provide advise/solutions to wealth creation and wealth preservation solutions)*Transaction solutions - electronic banking, merchant solutions

Assisting the Business Banking Manager in the management of their commercial portfolios. This involves accurate, timely preparation of credit submissions and administration of loan files whilst developing and maintaining positive and proactive internal and external relationships.Key Responsibilities> Financial analysis/completion of lending proposals and adherence to policy and procedures for all lending approvals> Conduct needs analysis identification to support cross selling opportunities> Ensure scheduled reviews are completed within agreed time limits> Support the Business Banking Manager to drive portfolio growth by supporting them to meet all revenue targets> Accurately maintain customer files, data and information.

As an Assistant Relationship Manager (ARM), I operate in a strategic partnership role with Senior Relationship Managers (SRM) and Relationship Managers (RM) in growing and delivering on a portfolio of high value, complex and specialised customers; both existing and new. The role is responsible for supporting SRMs and RMs in establishing and driving acquisition plan for new customers, and retention strategy for existing high value customers with intricate business needs and requirements. This role also focuses on conducting and providing detailed research and intelligence to help both SRMs/RMs and customers stay abreast and informed of key market trends and risks for consideration when making important financial recommendations and decisions. In this strategic partnership role, I work closely with SRMs and RMs to drive high quality deal originations and implement a tactical relationship management approach across portfolio and customer segments, including: 1. Conducting joint customer visits; both new and existing; 2. Understanding and identifying customer needs and making appropriate recommendations on solutions and cross selling opportunities; 3. Completing quality credit analysis and proposal submissions; and 4. Developing and maintaining effective and sustainable relationships with internal and external business stakeholders.

This role works in partnership with the banker/s to successfully manage and grow a portfolio of customers. This is done via the building and deepening of relationships with customer through developing an understanding of their business, providing professional advice and financial solutions to help customers prosper, and educating customers on products, services and self-service functionality, along with taking ownership for seamless service delivery. Responsibilities- Identify sales opportunities to new and existing customers, and to support the analysis and assessment of credit lending submissions- Having the ability to understand and provide tailored services to customers based on their needs to help build their portfolio and business;- Preparing customer documentation the right way the first time to allow faster processing and working with specialist areas to ensure this outcome is achieved and delivered; researching new customer opportunities and asking promoters for referral opportunities.- Managing the transactional side of the portfolio, proactively contacting customer to target deposits both new and existing (renewals).Specific Accountabilities:- Deal Originations- Credit Submissions- Periodic Risk Review- Risk Management- Sales and Customer Service- Transactional Banking Management- Portfolio Management

Responsibilities- Provide support to the Customer Care Sales team to service customer needs. This includes providing advice and support across the following areas: business product and process knowledge, completion of forms and referrals, status updates and lending & merchant checks.- Building a customer’s application so that it may be submitted for credit and merchant risk assessment. Question the information where appropriate. This will involve the gathering of all verification documents for the application to proceed. - Ensure that we have captured all the documentation from the customer and will also use cross referencing tools to ensure Credit has all the necessary information. Customer contact to be made if missing information.- Provide coaching, feedback and providing information across a range of Cash Flow and Lending products to employees with varying levels of skills and knowledge gaps- Follow the applications from start to finish. o Merchants – from application stage through risk assessment and to delivery of the terminal o Lending – from application stage, to state credit, documentation preparation, through to settlement.- This role also includes an advisory role to the Local Business Bankers in our branch network. Providing advice and guidance on the best course of action.

Responsibilities- Focussed on providing appropriate service and solutions and educating the customer on products and services. Identifies opportunities to maximise share of wallet and deepen relationships with existing customers and refers to the appropriate contact.- Manage each call through to completion of any actions or transaction and if required, ensure follow up is completed with customers to ensure their needs are met.- Understands the business market, providing advice based on business and commercial knowledge. (Understand their customer base, business drivers, trends etc. Builds business acumen and provide advice based on individual customer needs identified and met.- Skilled in conducting needs based conversations across a range of banking needs for mass market business customers, including transactional accounts, merchant and e-merchant facilities.- Handles, escalates and follows up customer complaints and concerns to improve the customer experience and determine appropriate resolutions for issues. Uses judgement to resolve customer concerns on the spot.- Participates in coaching and provides feedback on ways to improve the product and service delivery. Identifies trends and shares customer feedback with a view to provide insight to enable process, product and people capability improvements

Responsibilities- Fulfilment: Fulfil customer sales and service needs and enquiries by providing an unmatched service, addressing them professionally and personally and asking specific questions to truly understand their business needs.- Proactive Customer Contact: Proactively engage customers to identify any business banking needs and discuss possible options and solutions.- In keeping with our Ask Once approach, effectively handle, escalate and follow-up customer issues and complaints, using judgment to resolve customer concerns on the spot.Teaming: Build great relationship with team members within the immediate team, and across other teams in Westpac. Coach other team members and share thoughts, ideas and feedback with all team members, celebrate successes together and work closely and constructively to meet all challenges in delivering a great customer experience. Compliance: Maximize Westpac’s reputation for corporate responsibility by ensuring all dealings are ethical and compliant.

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