AADITI PANDIT
Box Hill
Summary
Bachelor of Arts degree and Diploma in Personnel Management and Industrial Relations holder with over 10 years of experience in Banking and Finance across New Zealand and Australia. Expertise in customer lending solutions, hardship management, recruitment, collections, customer service, and telesales. Proven ability to work independently and adapt quickly to new challenges while maintaining a strong work ethic. Exceptional interpersonal skills contribute to team success and organizational goals.
Overview
14
14
years of professional experience
Work History
Home Lending Specialist- Hub
National Australia Bank(NAB)
Melbourne
03.2025 - Current
- Delivered nationwide expert advice and support for Home Lending customers.
- Engaged with customers virtually or by phone, providing flexible meeting options.
- Facilitated quality conversations around servicing and acquisition for existing and new home lending customers.
- Recommended appropriate solutions for home lending and banking needs to strengthen customer relationships.
- Analyzed loan applications for regulatory compliance and adherence to company policies.
- Educated clients on loan products and repayment options to enhance understanding.
- Reviewed financial documents to evaluate borrower creditworthiness and associated risk levels.
Associate -Customer Lending Solutions
National Australia Bank(NAB)
Melbourne
11.2024 - 03.2025
- Supporting business bankers with loan applications to ensure accuracy and compliance for various types of loans, including leasing, home loans, business loans, and securities.
- Reviewing financial statements, identifying discrepancies, amending, and saving records while working on multiple systems, i.e., Siebel, CRM, EBL, etc.
- Liaising with bankers, gathering information, and rectifying any issues that arise.
- Investigating errors in pre-existing and finalized lending applications.
- Ensuring all annually reviewed facilities have the necessary financial information and documentation.
- I'm contacting bankers to confirm the errors and explain the steps to resolve them.
Financial Solutions Analyst - Customer Care
Westpac New Zealand Bank
10.2022 - 11.2024
- Displaying strong telephone etiquette, and effectively handling difficult calls from customers from all walks of life.
- Supporting customers in financial hardship due to unforeseen life events.
- Continuously listen and assess until the customer can resume normal banking.
- Assisting customers with hardship applications referred through various banking channels.
- Educating customers about different options available including hardship.
- Discussing their journey during the hardship phase and understanding their plan of action after hardship ends.
- Providing correct information and impacts upon receiving hardship assistance to the customer to allow them to make an informed decision.
- Working towards the best outcome by analyzing, and assessing the customer's situation and accordingly, negotiating payment and hardship solutions.
- Making decisions on customer's hardship application after assessing and monitoring customer's account.
- Working with cross-functional teams to achieve the required outcome.
- Providing exceptional customer service using effective interpersonal skills and by identifying the needs of customers promptly and efficiently.
Banking Specialist - Lending
Westpac New Zealand Bank
10.2019 - 10.2022
- Worked as a CAL 2 lender into the lending team providing the best customer advice and quality outcomes for existing and new customers through Lending, Insurance, and transactional product.
- Listening to our customers, providing sound financial advice, and making sure we meet customers' needs and goals.
- Effectively managing applications and responding to the customer promptly.
- Performing lending function- secured and unsecured lending as well as discussing responsible lending by analyzing customer credit reports and financial statements to assess risk profile, understanding backup plans, having risk and kiwi-saver conversation.
- Also going through insurance quotes for life and general insurance.
- Processing applications for individuals and small businesses for home loans, credit cards, personal loans, overdrafts, etc.
- Working in a contact center environment, so going through applications over the phone and picking up applications from online channel.
- Evaluated requests for modifications or extensions of existing loan agreements.
- Reviewing and analyzing client information and application, identifying customers' spoken and unspoken needs.
- Understanding customer's financial needs and providing them with the best outcome.
- Maintaining and managing pipelines on time.
Credit Consultant - Collections
Heartland Bank
05.2018 - 10.2019
- Contact Clients by phone and/or written correspondence.
- Negotiate arrangements for repayment of arrears for personal and vehicle loans.
- Sound knowledge of handling ledger and offering solutions to clients by way of hardship, restructuring, refinance, etc., keeping in mind the criteria of responsible lending.
- Liaised with internal teams and external business support.
- Achieved all compliance requirements, processed refunds, waived fees, renewed and redeemed repossession warning notices, got approval on invoices for field visits.
- Coordinating with different departments to achieve process-oriented goals to meet the end goal of the collections and recoveries department.
- Balanced different aspects of quality and quantity within the process to achieve business goals.
Customer Service Officer (Child Support Collections)
Inland Revenue
01.2018 - 05.2018
- Proactively engage with all customers and professional advisors to enable recovery of outstanding debt.
- Work with the customers across a range of activities to influence future compliance, assisting them with estimations for future liabilities.
- Required to analyze cases to apply process knowledge to understand reasons for non-compliance and to enforce collection activity through a different range of actions based on case to case, which may include legal interventions, setting up payment methods for collection which were enforced via employers, banks, etc.
- Perform system checks on customers, and trace via internal systems to locate customers.
- Based on analysis of the case, allowed to write off penalties.
- Required to take decisions on time under ambiguous situations, able to negotiate skillfully in tough circumstances, and settle differences with minimum noise by providing effective solutions.
Customer Support Representative (Collections)
Flexicards Ltd (Fisher & Paykel Finance Ltd.)
05.2016 - 12.2017
- Making outbound calls and taking inbound calls to recover payments for In-house Finance Cards for NZ customers.
- Created payment plans based on account holder's financial status and repayment ability which is mutually beneficial to the company and the customer.
- Using different tools to locate customers and verify their status to set up successful payment arrangements.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Solutions offered are customer-centric to ensure smooth and uninterrupted recovery of debt.
- Assisted in the training of new employees.
Debt Collector
Dun And Bradstreet
Auckland
03.2014 - 07.2015
- Maintain and monitor accounts of Trans-Tasman clients to ensure efficient recovery of debt.
- Action all Personal collectible calls promptly for getting a payment commitment, payment plan or dispute resolution.
- Plan debt recovery action about targets, commission rates, and renewals.
- Skip-traced with professional sites and search engines to find contact information for borrowers.
- Identified opportunities for process improvement through analysis of existing systems and procedures.
- Advised customers on methods of avoiding future delinquencies through budgeting techniques.
- Also, did refunds and reversals as required.
- Trained newbies with process and system.
- Company Overview: Auckland, New Zealand
Tele sales Representative
Quest Acquisitions Ltd.
Auckland
11.2011 - 06.2012
- Making Sales in an outbound process for a NZ electricity provider.
- Worked under pressure and met daily deadlines efficiently with a commitment to set a good example and work ethic.
- Made appointments with interested customers according to schedule availability.
- Identified potential customers through lead generation campaigns such as cold calling and emailing prospects.
- Conducted outbound sales calls to potential customers, introducing them to products and services.
- Company Overview: Auckland, New Zealand
Education
Bachelor of Arts - Political Science and Sociology
Mumbai University
Mumbai, India03.2003
Diploma in Personnel Management and Industrial Relations - Management
Institute of Management and Professional Studies
Mumbai, India03.2001
Skills
- Commitment to success
- Attention to detail
- Multitasking efficiency
- Customer service excellence
- Interpersonal skills
- Decision-making ability
- Effective networking
- Ongoing workplace learning
- Positive attitude
- Problem-solving expertise
Accomplishments
Received a few rewards and recognitions from customers, colleagues, and managers.
Hobbies and Interests
- Dancing and participation in stage shows (Theatre)
- Participated in inter-collegiate competitions for dancing and stage shows.
- Very much involved in Community events (Volunteering)
- Initiated and participated in ethnic community events.
References
Available on request.
Timeline
Home Lending Specialist- Hub
National Australia Bank(NAB)
03.2025 - Current
Associate -Customer Lending Solutions
National Australia Bank(NAB)
11.2024 - 03.2025
Financial Solutions Analyst - Customer Care
Westpac New Zealand Bank
10.2022 - 11.2024
Banking Specialist - Lending
Westpac New Zealand Bank
10.2019 - 10.2022
Credit Consultant - Collections
Heartland Bank
05.2018 - 10.2019
Customer Service Officer (Child Support Collections)
Inland Revenue
01.2018 - 05.2018
Customer Support Representative (Collections)
Flexicards Ltd (Fisher & Paykel Finance Ltd.)
05.2016 - 12.2017
Debt Collector
Dun And Bradstreet
03.2014 - 07.2015
Tele sales Representative
Quest Acquisitions Ltd.
11.2011 - 06.2012
Bachelor of Arts - Political Science and Sociology
Mumbai University
Diploma in Personnel Management and Industrial Relations - Management
Institute of Management and Professional Studies