Summary
Overview
Work History
Education
Skills
Demonstratedskills
References
Timeline
Generic

Belinda Sentance

Redbank Plains,Qld

Summary

I am a motivated worker with excellent customer service and sales experience. As a member of a team, I am able to work as part of a group as well as individually, with ease. I thrive on working within the banks policies and procedures and work well to deadlines, maintain composure under pressure and am also an advocate for providing our customers with the best experience possible. With my background in Banking and hairdressing, I continuously look for opportunities to increase my knowledge and to assist others with their own learning experiences.

Overview

18
18
years of professional experience

Work History

Home Loan Specialist

Bendigo and Adelaide Bank
05.2022 - Current
  • Enhanced company reputation by delivering exceptional service that resulted in numerous positive client reviews.
  • Assisted clients in selecting the best loan product to meet their financial needs and goals.
  • Minimized default risk by thoroughly assessing borrower''s ability to repay loans according to guidelines set forth by government agencies and lending institutions.
  • Managed multiple loans 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.
  • Adapted to evolving industry trends and regulations, ensuring compliance and continued success in the competitive home loan market.
  • Ensured compliance with industry regulations and company policies when processing loan applications.
  • Improved efficiency within the team by sharing best practices and contributing to ongoing training initiatives.
  • Consistently met or exceeded monthly sales targets through effective pipeline management and proactive client outreach.
  • Maintained excellent communication with clients throughout the loan process, addressing concerns and answering questions promptly.

Customer Relationship Specialist

Bank of Queensland
05.2014 - Current
  • Provide operational support for high-volume financial institution
  • Reviewed files, records and other documents to obtain information and respond to requests
  • Accessed computerised financial information to answer questions related to specific accounts
  • Assisted customers with Personal Lending and Credit Card needs
  • Assisted customers with Home loan enquiries as well as home lending maintenance
  • Assisted customer with their home and contents and motor vehicle insurance needs
  • Assisted with day-to-day compliance by adhering to BOQ policies and procedures
  • Assisted staff with additional individual training and running team training sessions on changes to policy and procedure as required
  • Strong influence and understanding of customer needs – Compliance is such an important part of my role at BOQ and I have had a strong influence in achieving a green audit
  • Through my role as a CRS I have gained the knowledge and skills to have a high quality conversation and understand what needs are important to my customers
  • Knowledge of BOQ’s general banking/ branch operations – displayed on a daily basis and knowledgeable in both ICON procedures as well as traditional banking operations
  • ICON trained – over 5 years experience in the branch as well as assisting other branches such as Springfield and Logan Central to improve their proactive out bound calling and gain more confidence to assist our customers over the phone
  • Excellent interpersonal skills – to complete daily work, it is important that I am able to create rapport with customers quickly
  • As a CRS, this is a daily used skill
  • Intermediate abilities with MS Word, Excel and Outlook – used on a daily basis as a part of my work as well as previously as a part of studies
  • High attention to detail – As a CRS, high quality insurance conversations to make sure my customers are adequately protected
  • Also taking lending applications and processing those requests requires a high attention to detail in order to remain within the Bank’s lending guidelines for serviceability
  • Cash Handling & Compliance – skills used on a daily basis as an integral part of my work.

Supervisor

Heritage Bank
11.2011 - 05.2014
  • Customer service which involved helping my customers with a range of enquiries including protection of insurance needs, account openings and enquiries, personal lending and business banking
  • Proactive outbound calls
  • Cash handling and running of branch
  • Staff training and running of team meetings
  • Administration duties as required by my position.

Retail Sales Manager

Hairhouse Warehouse Ipswich
01.2007 - 01.2011
  • Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
  • Trained new sales associates on company policies, selling techniques, and customer service best practices to maximize their potential.
  • Boosted sales performance by implementing effective visual merchandising and store layouts.
  • Maintained company's visual merchandise standards through general housekeeping and planograms.
  • Addressed customer complaints professionally and efficiently, resulting in satisfied customers who continued to patronize the store.
  • Maintained a clean and organized storefront at all times by enforcing strict housekeeping standards across the entire team.
  • Developed strong customer relationships through attentive service and expert product knowledge, resulting in repeat business.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Managed inventory effectively to minimize stock shortages and ensure optimal levels of merchandise for maximum sales.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Education

Certificate III in Hairdressing -

Bremer Tafe

Year 10 -

Bremer High school

Skills

  • Documentation Review
  • Credit analysis
  • Relationship Management
  • Real estate knowledge
  • Loan Origination
  • Loan Processing
  • Goal-Oriented
  • Residential mortgage lending regulations
  • Document Review
  • Refinancing options
  • Regulatory Compliance
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Customer service-focused
  • Organizational Skills
  • Active Listening
  • Effective Communication
  • Decision-Making
  • Relationship Building
  • Active Listening and Learning
  • Self Motivation
  • Professionalism

Demonstratedskills

  • Lending, 10.5, 10.5 years lending experience in unsecured and secured personal loans and credit cards with a very high quality in my lending files. Great conversation skills to understand the needs of my customers and deliver results in an efficient time frame. I have had experience in home lending maintenance including pricing requests and security releases as well as conversation skills required to assist my customers with their enquiries.
  • Learning and development, 10.5, 10.5 years banking experience with a passion for protecting my customers. I have recently completed an insurance upskilling program as i have a proven skillset in insurance. I have been an integral part of my branch in training others when needed and helping increase knowledge and best practice across many other branches. Increasing my own knowledge and skill is always at the forefront of my mind as I aim to be able to help my customers thoroughly with all their enquiries.
  • Customer Service, 20+, Excellent customer service skills with 20 plus years in the customer service industry. I have great rapport building and communication skills allowing me to get the best out of my customer and colleague interactions face to face or through inbound and outbound calls.

References

  • Vanessa Suwena/ BOQ former Branch Manager-0419679107
  • Danny Payne- Former boss at Bendigo and Adelaide Bank
  • Allisia Douglas, 0405806257- former colleague at Hairhouse Warehouse Ipswich
  • Loralie Evans/ Former Colleague, 0449859877

Timeline

Home Loan Specialist

Bendigo and Adelaide Bank
05.2022 - Current

Customer Relationship Specialist

Bank of Queensland
05.2014 - Current

Supervisor

Heritage Bank
11.2011 - 05.2014

Retail Sales Manager

Hairhouse Warehouse Ipswich
01.2007 - 01.2011

Certificate III in Hairdressing -

Bremer Tafe

Year 10 -

Bremer High school

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Belinda Sentance