Responsible for identifying existing and new Westpac customer’s banking needs, including personal and home lending requirements. Listening and providing advice and solutions to the customer to meet these needs, ensuring all information is collected in accordance with regulations and policies.Proactively identifying new opportunities to provide further advice and solutions regarding their financial aspirations to retain our valuable customers.Creating a customer experience that is gold class every time by being empathetic, trusted and knowledgeable in all interactions.

As a Performance Coach at Cash Converters NZ, I play a vital role in developing and guiding our Loan Centre team of 25 individuals. I leverage my expertise to enhance their loan assessment skills and customer communication abilities.Key Responsibilities:Loan Assessment:Ensure excellent product knowledge for efficient and accurate loan processing.Coach team members in adhering to policies and completing verification accurately.Support follow-up with customers and understand their financial circumstances.Guide loan decisions and communicate outcomes professionally.Collaborate on loan acceptance, disbursement, and cross-selling opportunities.Customer Communication:Coach expert knowledge of communication channels.Promote prompt and professional customer responses.Foster collaboration and achieve productivity targets.Support team well-being, training, and issue resolution.As a Performance Coach, I excel in handling escalated complaints, time management, leadership, conflict resolution, motivation, training, and communication. I am dedicated to guiding and developing our team to deliver exceptional performance and customer service

Summary of the broad purpose of the position:- Ensure customer interactions reflect positively on the company- Ensure quick responses are provided to customer inquiries and questions- Have excellent overall Cash Converters product knowledge- Confident and accurate in the ability to explain what Cash Converters offers and how it is done- Work with and positively influence a wide range of people- Ensure efficient processing of loan applications and delivery of loan outcomes to customers- Ensure the provision of credit management services that aim to help customers get on with their lives- Ensure self and team adherence to policies, procedures, and compliance with regulatory requirements and best practices- Responsible for meeting productivity expectations and delivering on agreed KPIs

Lending Industry Professional with loan processing experience and comprehensive knowledge of loans.• Reviewing & verifying income, bank statements, employment history & Credit Reports.•Complete KYC verification for personal loan applications in line with policies and procedures.• Document Customers' complete finance history on the personal finance platform.• Interviewing the customers to analyse the finance.• Providing excellent customer service assisting their finance needs.• Proactively communicate with clients and their personnel, providing professional and timely liaison so that the Customers feel fully informed and engaged as to the status of their lending request• Outbound calling to Customers to inform the outcome of their applications & answering their queries effectively as per the business criteria.•Analyse customer banking habits through credit sense report, raised queries customer transactions, transfers record and report to AML officer on suspicious banking habits.•Investigating unusual activity alerts for suspicious activity and writing clear justifications for decision making.•Credit control reports, correspondence and updates for arrears are actioned within the required timeframes.• Work with the senior management team and Budget advisor in assessing hardship application• Providing Support to associated teams as per the business requirement.• Performing towards the company's KPIs.• Manage web initiatives through Zen desk Chat, WhatsApp & Facebook Platforms.

Banco do Brasil (www.bb.com.br) is the largest bank by assets in Brazil and all of Latin America. Present throughout the country, it is the oldest bank in Brazil, and one of the oldest banks in continuous operation in the world. Nevertheless, it has been one of the most innovative institutions in the industry.I have worked there since 2005, beginning as a Customer Service Consultant, and then as Assistant Manager, and finally as a Business Banking Relationship Manager, serving small and medium business.• Effectively acquired, manages, and grow a profitable portfolio of 250 plus businesses (portfolio from $0.5MM to $5MM) in a wide range of industries.• Develop strategies for maintaining and further penetrating existing accounts.• Execute the strategy with calls, regular visits, needs assessment, customer qualification and a meeting follow up to maintain, enhance, and expand customer relationships.• Develop, expand, and maintain referral sources.• Increased profitability portfolio closing $6 M in business credit products in 2014• Finance advising, creating portfolios for business investments. • Offering loans based on needs, such as asset finance loans, credit cards and overdrafts.• Credit management, selling and tracking loans through proposals.• Business and personal portfolio management, support businesses sustainable growth, I checked their performance daily, either by their account balances and investments or by regular visits.• Team management of a team of up to 1-13 staff.Achievements• I surpassed all the established goals for more than five consecutive years.• Chosen for two consecutive years as a mentor.

Key Responsibilities• Analysing loan proposals• Offering protection products• Contacting defaulting customers

Key Responsibilities• Helping customers in their day-to-day banking• Driving digital activation• Identifying any customer needs beyond the initial request

It helped me to learning hierarchy, discipline, and understand how tobehave in a work environment, participate in a team, and followingorders.