ANGELA Hill

Achieved high-quality outcomes that strengthened lender performance and protected business margins.

Collaborated with Lenders, Managers, Executives, and General Managers across Business, Private and Premier Banking teams to access client needs efficiently. Enhanced frontline operational effectiveness by evaluating complex home loan pricing requests.

Facilitated rapid decision-making aligned with strategic business objectives.

Developed and delivered comprehensive training programs to up skill peers in home loan pricing.

Established expertise in home loan pricing enhancing team capability and customer outcomes. Handled complex complaint queries investigating and applying critical thinking and problem-solving skills to resolve home buying complaints. Maintained positive relationships with internal and external stakeholders, fostering collaboration. Demonstrated professionalism and accountability in delivering high-quality outcomes.

As part of the Direct Lending consumer lending team, I would help customers who have inquiries regarding personal loans, credit cards, and deposit products. The role entailed building rapport with my clients and gaining their trust, preparing their personal loan or car loan application, evaluating the financial status of each applicant, ensuring the data integrity of applications submitted, compiling the correct loan documents, and reviewing and arranging the documents according to CBA Bank group’s policies and procedures, following up with each client to recommend loan approvals and denials based on customer loan application reviews.

• Facilitated loan processing through internal systems and documentation management.
• Guided clients in understanding loan products and terms effectively.
• Evaluated consumer loan applications for creditworthiness and risk assessment.
• Collaborated with team members to streamline lending procedures and improve efficiency.
• Conducted regular follow-ups with clients to ensure satisfaction and address concerns.
• Maintained compliance with banking regulations and company policies consistently.
• Trained new employees on lending processes and customer service best practices.
• Assisted in resolving complex customer inquiries related to loans and repayments.
• Collaborated with other departments within the organization to ensure accurate processing of consumer loans.
• Assisted customers with completing loan paperwork accurately and efficiently.
• Maintained current knowledge of banking regulations related to consumer lending practices.
• Created detailed reports on loan activity and customer profiles.
• Ensured compliance with all applicable laws, regulations, policies, procedures, ethical standards and code of conduct.
• Identified opportunities for improvement in existing processes related to consumer lending operations.
• Cultivated relationships with customers throughout the entire loan process from application to closing.
• Analysed financial data such as income, assets, debts and credit ratings of potential borrowers.
• Advised customers on the various types of loans available and their benefits.
• Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.