Elisia O'Callaghan
Embleton,WA
Summary
Dedicated, hardworking and company loyal individual with proven Mortgage Lending experience within the P&N Bank Broker and Business Development team. Willing to take on added tasks and responsibilities to achieve corporate KPI for the team. Experience in building and maintaining relationships with Mortgage Brokers, promoting products, services and the P&N Bank brand proposition. Over 14 years of banking industry experience and over 6 years current experience in the P&N Bank Broker and Business Development team.
Overview
15
15
years of professional experience
Work History
Broker Relationship Consultant
P&N Bank
Perth, WA
11.2016 - Current
- Uses critical thinking to evaluate challenges and make decisions for resolution.
- Collaborate with internal departments to achieve member positive outcomes for broker introduced customers.
- Assist members in a variety with lending based enquiries via phone and email post application settlement.
- Workshop lending scenario applications with brokers and internal processing teams/credit.
- Retention pricing, loan product switches, post settlement enquiries and request for information
- Take ownership of member complaints for the broker portfolio and ensure resolution is achieved swiftly whilst communicating progress updates to both broker and member.
- Onboard and welcome new members introduced via the broker channel to P&N Bank.
- Uses analytical thinking to problem solve ad-hoc challenges for members and brokers alike.
- Strong risk awareness - identifying, managing and mitigating risk possibilities.
Mobile Lending Manager - 5 Month Secondment
P&N Bank
Perth, WA
10.2019 - 03.2020
- Business Development Activities and attend events to generate lending leads.
- Visit existing members and potential new members homes for home lending application interview, document retrieval and sign up appointments.
- Worked within tight finance approval deadlines and managing members expectations and addressing any concerns or challenges.
- Collaborate with internal departments to achieve smooth processing of loan applications to meet and exceed members expectations.
- Manage new home loan enquiries and existing pipeline applications.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Maintained self-verification accreditation.
Home Lending Consultant
P&N Bank
Perth, WA
08.2011 - 11.2015
- Working within the Contact Centre Member Solutions and Retention team taking high volume phone based lending enquiries.
- Understanding member needs and objectives and providing tailored solutions.
- Building and maintaining rapport with members during the entire end to end lending process.
- Take ownership of the member relationship, ensuring a smooth process from application to funding and driving strong member advocacy.
- Accredited self-verification consultant.
Member Relations Specialist
P&N Bank
Perth, WA
01.2012 - 01.2013
- Assisting members with Personal Lending enquiries and applications at branch.
- Actioning member transaction banking needs at branch level.
- Completing cash withdrawals and deposits, card activation, cheque deposits and all brach based transactional enquiries.
Personal Lending Consultant
P&N Bank
Perth, WA
01.2010 - 01.2012
- Working within the Contact Centre to answer Personal Lending related enquiries over the telephone.
- Convert Personal Loan enquiries to application.
- Process Personal Loan application and liaise with members to provide updates during the application timeline.
- Manage pipeline of applications as well as taking on new enquiries via telephone and email/online.
Contact Center Consultant
P&N Bank
Perth, WA
08.2007 - 01.2010
- Answering high volume of direct customer enquiries via phone, email and WebChat.
- Assist customers with activation of services such as online and telephone banking, ordering Visa Debit/Visa Credit and ATM cards.
- Identifying opportunities to meet customer needs across a range of financial products and services.
- Resolved customers and complaints by listening to customer concerns and demonstrating empathy and understanding.
- Assisted with training and coaching new team members.
Education
Diploma of Beauty And Cosmetic Therapies -
Australian College of Beauty Therapy
Perth, WA12.2005
High School Diploma -
Santa Maria College
Attadale, WA12.2004
Skills
- Outstanding verbal and written communication
- Attention to detail minded
- Broker and member complaint resolution
- Relationship cultivation and retention
- Proficient with all P&N Bank lending operating procedures and policies
- Interdepartmental Collaboration
- Exceptional time management
- Identify networking opportunities and attend broker industry events and functions
Timeline
Mobile Lending Manager - 5 Month Secondment
P&N Bank
10.2019 - 03.2020
Broker Relationship Consultant
P&N Bank
11.2016 - Current
Member Relations Specialist
P&N Bank
01.2012 - 01.2013
Home Lending Consultant
P&N Bank
08.2011 - 11.2015
Personal Lending Consultant
P&N Bank
01.2010 - 01.2012
Contact Center Consultant
P&N Bank
08.2007 - 01.2010
Diploma of Beauty And Cosmetic Therapies -
Australian College of Beauty Therapy
High School Diploma -
Santa Maria College
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