Lana Burns

• Maintained strong relationships with clients, providing personalized service and financial advice to meet their needs.
• Collaborated with underwriters and credit analysts to ensure accurate risk assessment for loan approvals.
• Negotiated favorable terms for clients with various financial backgrounds by leveraging strong interpersonal skills.
• Addressed client concerns promptly and professionally, resolving issues efficiently to maintain high levels of customer satisfaction.
• Supported borrowers throughout the entire lending process, ensuring clear communication and transparency.
• Managed a diverse portfolio of loans while maintaining excellent attention to detail in record keeping and client relationship management.
• Analyzed clients'' financial health by thoroughly reviewing credit reports, income statements, and other relevant documentation before approving loans.
• Negotiated loan terms to provide favorable outcomes for both customers and lenders.
• Monitored pipelines to track and log status of loans.
• Facilitated new business by effectively managing inbound calls and walk-in inquiries.
• Proposed suitable options catering to clients' real estate goals.
• Enhanced business growth through strategic sales pipeline development and conducting client need analysis
• Conduct thorough evaluation of loan applications.
• Facilitate insurance issuance for secured loans following approval.
• Built and maintained internal and external referral sources.
• Implement corrective actions to resolve service interruptions and foster improvement.
• Adhering to established banking procedures and code of conduct consistently.

• Reviewing conditionally approved loans before formal approval is given by credit officer.
• Quality assurance for settlement tasks.
• Handling complex loan and settlement inquiries from brokers and lenders within the bank.
• Expert in loan structures, offset accounts, and the complex functions of how home loans operate.
• Scheduling fortnightly rosters for a team of nine staff.
• Assisting the business with the implementation of a new broker aggregator partnership pilot and NextGen procedures for the Settlements Team.
• Assisting the Sales Team to meet their monthly funding targets, i.e. Once-a-month meetings with a regional sales manager to ensure transparency on funding projections.
• Training staff in settlements tasks.
• Escalation management for urgent settlements.

• Settlement booking PEXA/Paper for every state of Australia.

Processing solicitors' certificates for banks.

• Close relationship with brokers and bank lenders on file queries.

• Preperation of settlement instructions and cheques.

• Reviewing mortgages and loan documentation to ensure compliance.

• Management of my own pipeline (eg. 25 settlements per day + 10 bookings + emails & phone calls to brokers and banks)

• Balancing and reconciling loan funds in PEXA against internal trust accounts.

• Settling files via PEXA for ME Bank, Pepper Finance, Bendigo & Adelaide Bank, Heritage Bank, Citibank & others..

• Reviewing extremely complex loan structures for Pty Ltd files.
• Reviewing extremely complex loan assessments for SMSF files that include the SMSF, SMSF Trust, SMSF Bare Trust, SMSF Beneficiaries etc as borrowers.
• Certifying loan documentation once it's returned from the client
• Ensuring all documentation is received and in line with in house credit policy as well as NCCP
• Settlement booking PEXA/Paper for every state of Australia
• Balancing PEXA workspaces against internal deposits as well as shortfall collection
• Processing Land Titles Office Requisitions
• Post settlement documentation and admin work.
• Close relationship with commercial brokers.
• Ensuring broker commissions are paid in a timely manner as commissions for commercial deals can be $30k+

• Ordering security packets from our title custodian
• Liaising with panel solicitors in organization of the lost title application processes
• Escalation management for urgent settlements
• Assessing partial discharge assessments according to internal credit policies
• Arranging equity releases during partial discharge assessments
• Calculating payout figures for discharging home loans
• Reconciling internal suspense accounts against discharged home loans
• Ordering title searches
• Ordering and assessing property valuations
• Including AVM, desktop, residential short and long form valuations
• Liaising with conveyancers, brokers and other financial institutions when organizing settlements and documents.

• Liaised daily with the internal home loan settlements team & panel solicitors to complete disbursement of all brand new home loans
• Checking solicitor certificates against internal loan information and contracts.
• Managed reconciliation of internal banking suspense accounts
• Performed MIP, funds traces and recall processes according to the Australian ePayments Code
• Managed and archived quality assurance documentation and participated in internal and external quality audits, including but not limited to process writing new Banking Code of Practice regulations.
• Managed direct entry processes daily.
• Expert in deposit accounts, debit card & eftpos enquiries, RTGS payment and transfers as well as cheque deposits.

• Originated, reviewed and assessed customer personal loan, car loan and insurance applications.
• Created strategies with other leaders in the business to develop and expand existing customer sales strategies, which resulted in 25% increase in annual sales.
• Performed payroll responsibilities by correcting any variances and scheduling conflicts
• Improved productivity of customer service team by leading training initiatives and revamping schedules
• Insured my team kept adherence to a strict schedule to utilize maximum time for sales each day. (split day, 4 hours WFH, 4 hours on site on the phones taking calls from our sales line)
• Regularly following up with clients to make sure their needs are met and the customer service that is delivered is impeccable.
• Quality assurance for a team of 14 lenders. I was responsible for listening to 1 loan sales call including application and 1 service call each week for each of my staff and provide feedback accordingly.
• Regular stakeholder meetings to ensure we are tracking well for business targets.
• Complied with regulatory requirements, including ASIC & APRA

• Answered phone calls for ANZ call centre and offered advice and assistance to customers, paying attention to special needs or wants.
• Strict adherence to phone schedule and breaks.
• Regularly exceeded daily sales and product add-on quotas for our partner's insurance product
• Regularly exceeded daily sales and product add-on quotas for our insurance partner.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns the first time.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.