Ishman Kaur
Melbourne,VIC
Summary
Accomplished in enhancing customer satisfaction and retention at Great Southern Bank, I leveraged advanced customer service skills and a keen attention to detail to surpass sales targets and reduce errors. Demonstrating exceptional leadership and problem-solving abilities, I effectively managed client relationships and navigated high-pressure environments, contributing to significant team achievements.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Specialist/Retail Personal Banker
Great Southern Bank
01.2023 - Current
- Developed extensive knowledge of retail banking products and services
- High pressure work environment.
- Manage sales journey for clients from start to finish - including, but not limited to calculating their suitability, financial serviceability and finalizing the funding/settlement process in a timely manner.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Regularly leading team sales meetings and acknowledging what business measures are required to meet and exceed sales targets.
- Resolve complex queries regarding a clients existing banking needs, including completing non-credit critical changes such as margin variations and interest only/principal and interest switches for home loan clients.
- Manage and achieve weekly/quarterly/yearly KPI targets.
- Increased client retention rate with exceptional attention to detail and professional demeanor.
- Demonstrated adaptability in handling multiple responsibilities concurrently while maintaining a high quality standard.
- Implemented quality control measures within the team which resulted in a decrease of errors in handling customer requests or complaints.
Mortgage Operation Consultant
Westpac Banking Corporation
07.2022 - 01.2023
- Evaluated client needs and expectations to establish and deliver solutions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Streamlined communication between brokers, Business Development Managers, and internal credit teams.
- Managed client relationships through regular check-ins and updates on project progress.
- Managed sensitive client data with discretion, adhering strictly to privacy policies and regulatory guidelines at all times.
- Utilized advanced problem-solving skills to resolve challenging customer concerns quickly and effectively.
- Manage home loan applications from submission to approval, and complete file management/follow ups until settlement.
- Strict adherence to the Banking Code of Practice
- Excel in reaching KPI targets.
Customer Service Team Member/Supervisor
Woolworths Group
02.2022 - 06.2022
- Enhanced customer satisfaction by resolving product and service issues promptly and efficiently.
- Mentored new hires by sharing best practices and experiences which resulted in faster onboarding and increased confidence in handling customer interactions.
- Achieved consistent positive feedback from customers due to exceptional listening skills that led to successful problem resolution.
- Supported team members during busy periods, ensuring smooth operations throughout the store.
- Contributed to overall teamwork atmosphere through open communication with coworkers regarding tasks needing completion or assistance.
Education
Bachelor in Computer Applications -
Education Acquired
Skills
- Excellent written and oral communication
- Advanced customer service skills
- Accountable, with a proven track record of performing in a target driven environment
- Strong attention to detail
- Exceptional leadership traits
- Strong problem solving and analytical skills
- Advanced level of computer literacy with an emphasis on database programs
- Able to work well within a diverse team environment, or unsupervised when required
Certification
FNSASIC314 - Provide Tier 2 general advice in General Insurance and Deposit Products
CONSUMER LENDING ACADEMY ACCREDITATION - Consumer and Home lending
Additional Information
References available upon request
Timeline
Customer Service Specialist/Retail Personal Banker
Great Southern Bank
01.2023 - Current
Mortgage Operation Consultant
Westpac Banking Corporation
07.2022 - 01.2023
Customer Service Team Member/Supervisor
Woolworths Group
02.2022 - 06.2022
FNSASIC314 - Provide Tier 2 general advice in General Insurance and Deposit Products
CONSUMER LENDING ACADEMY ACCREDITATION - Consumer and Home lending
Bachelor in Computer Applications -
Education Acquired
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