Aidan Jones
Morayfield,QLD
Summary
Throughout my journey so far in the leadership team, I have achieved significant performance improvements and operational efficiencies within my current team at Commonwealth Bank by leveraging expert problem-solving and people management skills. I have excelled in roles from Home Loan Service Specialist to Team Leader, enhancing team productivity and customer satisfaction through innovative coaching and meticulous attention to detail. Developed strategies, provides training, sets goals and obtains team feedback, through creation of team building packs and team meetings. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Detail-oriented team player with strong organizational skills giving me the ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
Work History
Team Manager Complex Customer Support
Commonwealth Bank
02.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
Senior Home Loan Specialist
Commonwealth Bank
11.2022 - 02.2024
- Guiding customers through the application processes for an interest only loan type.
- Verifying and extracting customer financial documents to get accurate representations of financial situations.
- Providing in depth analyses of customer application outcomes and handling objections.
- Worked closely with customers and clients to ensure all necessary documentation was obtained for successful closings.
- Managed multiple loan applications simultaneously while maintaining high levels of organization and attention to detail.
- Conducted thorough reviews of loan files, identifying potential issues early in the process to avoid delays.
- Maintained excellent communication with clients throughout the loan process, addressing concerns and answering questions promptly.
- Enhanced company reputation by delivering exceptional service that resulted in numerous positive client reviews.
- Increased customer satisfaction by providing expert guidance on home loan products and processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Home Loan Service Specialist
Commonwealth Bank
04.2022 - 11.2022
- Improved efficiency within the team by sharing best practices and contributing to ongoing training initiatives.
- Assisted clients in selecting the best loan product to meet their financial needs and goals.
- Enhanced company reputation by delivering exceptional service that resulted in numerous positive client reviews.
- Increased customer satisfaction by providing expert guidance on home loan products and processes.
- Adapted to evolving industry trends and regulations, ensuring compliance and continued success in the competitive home loan market.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Team Supervision
- People Management
- Staff Training
- Work Planning and Prioritization
- Coaching and Mentoring
- Documentation And Reporting
- Performance Improvement
- Analytical Thinking
- Goal Setting
Timeline
Team Manager Complex Customer Support
Commonwealth Bank
02.2024 - Current
Senior Home Loan Specialist
Commonwealth Bank
11.2022 - 02.2024
Home Loan Service Specialist
Commonwealth Bank
04.2022 - 11.2022
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