Bachelor of Arts - Banking & Finance And Economics
University of The South Pacific
Fiji
Ashika Devi
Banking Professional with Credit & Customer Service Expertise
Busby,NSW
Summary
A highly motivated and results-oriented Banking professional with over 15 years of experience in the dynamic Banking & Customer Service industry. Possessing a proven track record of success across diverse roles, I have honed my expertise in Credit Assessment/Underwriting (4 years), Team Leadership (4 years), Quality Assurance (4 years), and Customer Service (6 years). My strong analytical skills, meticulous attention to detail, and deep understanding of lending and underwriting principles ensure responsible lending practices.
I thrive in fast-paced environments where I can leverage my passion for delivering exceptional customer service. This passion translates into fostering trust and building strong, positive client relationships through clear communication, active listening, and effectively resolving inquiries and concerns.
A continuous learner, I am energized by a results-oriented environment and eager to contribute my diverse skillset to a team dedicated to exceeding customer expectations.
Education
Work History
Customer Service Consultant/Bank Teller
ANZ Fiji
- Delivered exceptional customer service, assisting clients with various banking needs, including account inquiries, transactions (deposits, withdrawals, transfers), and product information (cards, internet banking).
- Streamlined account management by efficiently processing cash, cheques, and fast deposits, while ensuring accurate records and adherence to anti-money laundering regulations.
- Empowered customers for independent banking by educating them on self-service options (online banking, ATMs) and resolving inquiries with empathy and understanding.
- Proactively identified opportunities to enhance the customer experience by offering solutions, suggesting relevant products (loans, savings accounts), and referring clients to specialists for complex needs.
- Maintained a professional demeanor while resolving customer complaints in a timely manner, exceeding performance targets, and consistently meeting customer service expectations.
- Provided pre-sale assistance and supported sales staff by recommending products based on customer needs.
Credit/Loan Assessor/Underwriter
ANZ Pacific Operations
- Analyzed and assessed consumer and home loan applications (up to AUD $500,000) across 9 Pacific countries, ensuring adherence to regulations, policies, and responsible lending practices.
- Leveraged underwriting expertise to minimize credit losses by applying a robust loan approval framework, verifying and analyzing application information for accuracy, and collaborating with stakeholders for consistent lending outcomes
- Drafted clear and concise offer letters for approved loans, communicating credit decisions with explanations.
- Maintained accurate loan application records, negotiated terms within policy standards, and collaborated with other departments for a smooth loan process.
- Developed risk mitigation strategies, analyzed financials and credit reports to assess borrower creditworthiness, and determined appropriate risk ratings.
- Evaluated potential collateral and provided loan approval/denial recommendations based on established guidelines and policies.
- Assessed compliance with Anti-Money Laundering regulations and conducted background investigations to mitigate risk.
Team Leader Retail Assessment Team
ANZ Pacific Operations
- Led a team of 10 credit assessors, ensuring accurate and timely evaluation of retail loan applications (consumer & home loan lending) while adhering to internal lending policy guidelines.
- Performed comprehensive evaluations and independently approved complex loan applications (up to AUD $500,000), fostered a strong risk management culture within the team, and ensured timely resolution of compliance issues.
- Empowered and motivated team members to achieve high customer satisfaction and retention, while providing training, coaching, and performance feedback to promote professional development.
- Streamlined team operations by delegating tasks, monitored workflows for adherence to procedures, and collaborated with other departments for seamless cross-functional efforts.
- Recruited and mentored new team members, established clear performance expectations, and conducted regular reviews to ensure continuous improvement.
Quality Assurance & Coaching
ANZ Pacific Operations
- Conducted internal audits to measure adherence to established QA standards.
- Developed corrective and preventive action plans to resolve non-compliance issues.
- Conduct post-approval loan reviews to identify potential discrepancies or breaches in the credit approval process.
- Prepared and analyzed quality reports for management staff review and communicated regularly to discuss quality trends.
- Disseminate results to relevant stakeholders, fostering continuous improvement.
- Recommended improvements to systems and procedures for increased productivity.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
Customer Service Representative
Hunts Travel Agent & Quest Serviced Apartment
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided exceptional service to travelers across all touchpoints (phone, email, chat) ensuring a seamless travel experience, from booking hotels and flights to resolving inquiries.
- Cultivated positive guest relationships by offering personalized travel and hotel assistance, resolving inquiries promptly, and exceeding expectations.
- Leveraged effective communication skills to understand traveler needs (accommodation preferences, flight details), answer travel and hotel-related questions accurately, and maintain a professional demeanor in all interactions.
- Enhanced the guest experience by efficiently handling hotel booking inquiries, processing transactions (flights & accommodation), and providing accurate information on travel products and services (hotels, tours, activities).
- Supported the sales team by offering excellent customer service, contributing to increased guest satisfaction, and driving sales opportunities.
Skills
Financial Analysis & Planning:
- Financial Statement Analysis
- Strategic Planning
Communication & Interpersonal Skills:
- Good Interpersonal Skills
- Active Listening
- Customer Education
Sales & Service:
- Retail Banking/Sales & Cross-Selling
- Customer service skills
- Product Sales
- Complaint Handling
Operational Skills:
- Time Management & Multitasking
- Data Entry
- Computer Literacy (Microsoft PowerPoint & Excel)
- Quality Control
Professionalism & Leadership:
- Ethical Conduct
- Leadership skills
- Initiative-taking
- Problem Solving Skills
Additional Skills:
- Credit Risk Management
- Attention to Detail
- Flexibility/adaptability
- Strong Credit Knowledge
- Networking
Seek Profile
https://www.seek.com.au/profile/me
Hobbies and Interests
- Traveling
- Cooking
- Music & Movies
- Helping & Volunteer Work
Disclaimer
I hereby declare that the above information provided is correct till to-date.
References
References available upon request.
Timeline
Customer Service Consultant/Bank Teller
ANZ Fiji
Credit/Loan Assessor/Underwriter
ANZ Pacific Operations
Team Leader Retail Assessment Team
ANZ Pacific Operations
Quality Assurance & Coaching
ANZ Pacific Operations
Customer Service Representative
Hunts Travel Agent & Quest Serviced Apartment
Bachelor of Arts - Banking & Finance And Economics
University of The South Pacific
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