Birva Raval
Quakers Hill,Australia
Summary
Dynamic Direct Lending Advisor with a proven track record at National Australian Bank, showcasing exceptional customer service and problem-solving skills. Leveraged tech-savviness and excellent communication to exceed KPIs, resulting in three "Banker of the Month" awards. Achieved a 17% revenue growth at Boost Juice Bars, demonstrating outstanding management and organizational abilities.
Overview
3
3
years of professional experience
Work History
Direct Lending Advisor
National Australian Bank (NAB)
06.2022 - Current
- Assisting new customers with personal loan and credit card inquiries related to features, benefits, process, servicing, documentation, eligibility, application and outcome
- Lodging personal loan and credit card application over the phone as per the responsible lending criteria
- Opening new bank accounts over the phone in a compliant and friendly manner so customer has great experience
- Helping existing customer with changes to their personal loan, credit cards and home loans
- Applying problem solving techniques and liaising between different departments to resolve customer issues with utmost satisfaction
- Striving to exceed KPIs and promoting digital channel to customers for quicker future solutions
- Helping customer in verification process of their applications where needed approval of interest rates for home loans or credit card and personal loan applications
- Quality Assurance is met and checking customer expectations by following compliance and risk guidelines to adhere to NAB policies
- Commitment to maintain the highest professional standards and ethical conduct with a customer centric approach
- Awarded ‘Banker of the month’ in Feb-23, Feb-24 and Apr-24
- Motivating team with positive attitude and dedication of customer satisfaction results
- Helping colleagues to achieve their KPIs as well as helping them to solve their customer queries
- Due to my great communications skills, I am the communications co-ordinate of my team
Customer Care Representative
Australian Post Superannuation Scheme (via Link Group Pvt. Ltd.)
09.2021 - 04.2022
- Resolving queries of customer related to their superfund
- Delivering service in a world class way which would lead to a very positive customer experience
- Putting on a problem-solving hat to liaise between different departments and resolve customer issue
- Reinforce the benefits and feature of products to maximize product and brand engagement
- Answering calls with customer queries related to filling forms, accessing super, accessing online portal, replying emails, updating address, explaining super investment options, fees and charges
- Empowering and guiding customers with self-service online portal
- Highest login accuracy rate in team of 14 staff across Sydney and Brisbane
- (Login in/ Log out on time)
- Due to my accuracy and speed in replying member emails within 24 hrs I was given the dedicated task of handling card member queries
- (Avg reply time for the team was 48 hrs.)
Education
Master of Commerce -
Gujarat University
India01.2007
Bachelor of Commerce -
Gujarat University
India01.2005
Skills
- MS office
- Sound Decision Making
- Great Time Management skills
- Excellent Communication Skills
- Well Organized
- Tech savvy
- Great Typing Speed
- Excellent Customer Service
- Bubbly and Amicable
- Result Oriented
- Management skills
- Attention to detail
- Able to work under pressure
- Problem Solving
References
Available upon request.
Personal Information
Residency: Permanent Resident
Timeline
Direct Lending Advisor
National Australian Bank (NAB)
06.2022 - Current
Customer Care Representative
Australian Post Superannuation Scheme (via Link Group Pvt. Ltd.)
09.2021 - 04.2022
Master of Commerce -
Gujarat University
Bachelor of Commerce -
Gujarat University
Similar Profiles
Rachit KanwarRachit Kanwar
Analyst at National Australian Bank (NAB)Analyst at National Australian Bank (NAB)
Aish SoniAish Soni
Analyst at National Australian Bank (NAB)Analyst at National Australian Bank (NAB)
AMIT TANEJAAMIT TANEJA
Sr. Product Owner, Digital Enablement at National Australian Bank (NAB)Sr. Product Owner, Digital Enablement at National Australian Bank (NAB)