Ben Johnson
Adelaide,Australia
Summary
Professional in home finance management with proven ability to drive results and deliver impactful financial solutions. Skilled in mortgage lending, risk assessment, and customer relationship management. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, problem-solving abilities, and strategic thinking.
Overview
13
13
years of professional experience
Work History
Mobile Home Finance Manager
Westpac
10.2020 - Current
- Built rapport with clients through excellent communication skills, resulting in increased referrals and repeated business opportunities.
- Collaborated with stakeholders to ensure timely and accurate loan decision-making while managing risk exposure.
- Coordinated with real estate agents and conveyancers to streamline settlement procedures and enhance overall customer experience.
- Streamlined mortgage application processes for faster turnaround times, resulting in higher customer satisfaction.
Home Lending Specialist
Commonwealth Bank
09.2019 - 10.2020
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Collaborated with underwriting team to ensure adherence to lending guidelines while maintaining client confidentiality throughout the process.
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
Customer Service Specialist
Commonwealth Bank of Australia
05.2017 - 09.2019
- As a Customer Service Specialist I help customers realise their financial goals by conducting financial health checks. By identifying particular needs and understanding our customer’s future plans I am able to explain the benefits of a comprehensive and diverse range of products and services. Often I see a need to refer the customer on to one of our specialist teams such as business banking or financial planning to ensure that I have provided them with the best possible care and experience.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Business Retention Specialist (Customer First Champion)
Telstra Corporation Adelaide
03.2016 - 05.2017
- Working within Telstra's Global Contact Centres, my role is to assist Telstra's Small Business customers to continue their relationship with Telstra. This is done through providing a World Class customer service experience along with World Class products and services. Sales is a vital part of the role and high expectations are set to Save and then sell to each customer. I have gained a large range of knowledge in this role including:
- - Use of Siebel CRM and legacy based systems. Customer conversation model. Management of individual KPI’s and goals. Advocacy results through NPS (Net Promoter Score)
Sales & Retention Team Leader
Telstra Corporation Adelaide
07.2015 - 12.2015
- During my tenure as Acting Team Leader of a Consumer Retention team, I experienced a further growth in my coaching and leadership skills. I was able to use the GROW model to successfully coach agents to improve their customer service outcomes and the customers advocacy for Telstra. NPS (Net Promoter Score) was a key indicator of performance in this role, whilst also monitoring operational and behavioral results.
Consumer Retention Specialist
Telstra Corporation Adelaide
11.2014 - 07.2015
- Working within Telstra's Global Contact Centres, my role is to assist Telstra's Consumer customers to continue their relationship with Telstra. This is done through providing a World Class customer service experience along with World Class products and services. Sales is a vital part of the role and high expectations are set to Save and then sell to each customer. I have gained a large range of knowledge in this role.
Contact Centre Team Leader
Puratap Water Filters
04.2013 - 10.2014
- During my tenure as Team Leader of both the Inbound and Outbound departments, I experienced a large growth in my coaching and leadership skills. I am able to confidently lead a team to achieve its goals and achieve set business targets.
- In Inbound, I would lead a team of between 6-10 call centre representatives both in the customer sales and service areas. Coaching was a key aspect of the role, ensuring that the team was working to a high level of efficiency and ensuring all Inbound calls are answered within 30 seconds.
- In Outbound, I would lead a team of between 15-25 call centre representatives each shift making direct outbound contacts with our existing customer base. I was able to lead this team in a very fast paced environment, to achieve high booking averages and KPI's.
Contact Centre Officer
Puratap Water Filters
07.2012 - 10.2013
Education
Commonwealth Bank
01.2018
Certificate III - Financial Services
Commonwealth Bank
01.2018
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Cardijn College
01.2011
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Coorara Primary School
01.2006
Skills
- MANAGEMENT
- TIME MANAGEMENT
- CUSTOMER SERVICE
- SALES
- NET PROMOTER SCORE
- COMMUNICATION
- PROBLEM SOLVING
Accomplishments
- Core team member for 'Get a Home Loan' customer journey in 2025
Timeline
Mobile Home Finance Manager
Westpac
10.2020 - Current
Home Lending Specialist
Commonwealth Bank
09.2019 - 10.2020
Customer Service Specialist
Commonwealth Bank of Australia
05.2017 - 09.2019
Business Retention Specialist (Customer First Champion)
Telstra Corporation Adelaide
03.2016 - 05.2017
Sales & Retention Team Leader
Telstra Corporation Adelaide
07.2015 - 12.2015
Consumer Retention Specialist
Telstra Corporation Adelaide
11.2014 - 07.2015
Contact Centre Team Leader
Puratap Water Filters
04.2013 - 10.2014
Contact Centre Officer
Puratap Water Filters
07.2012 - 10.2013
Certificate III - Financial Services
Commonwealth Bank
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Cardijn College
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Coorara Primary School
Commonwealth Bank
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