Disha Singh
Tarneit,Australia
Summary
Dedicated and highly knowledgeable Home Lending Specialist/Residential mortgage Credit analyst, with 3 years of experience in evaluating loan applications and approving home mortgage requests. Proven track record of providing exceptional customer service, ensuring compliance with lending regulations, and fostering strong relationships with lenders, brokers and clients. Adept at analyzing financial data and guiding one through the mortgage process to achieve their homeownership goals.
Overview
8
8
years of professional experience
Work History
Broker Credit assessor
Westpac Banking corporation
06.2021 - Current
- Evaluate and approve mortgage applications, ensuring compliance with company policies and federal regulations
- Conduct thorough financial analysis, including credit assessments and income verification, to determine borrower eligibility
- Worked closely with cross-functional teams such as brokers and lenders to streamline application processes, resulting in a 20% reduction in processing time
- Gained expertise in utilizing advanced credit assessment software to evaluate and analyze financial data, enhancing decision-making processes
- Conducted thorough risk assessments by interpreting complex financial statements and credit reports, leading to improved approval rates and reduced default risk
- Ensured adherence to relevant regulations and policies while utilizing complex applications, contributing to a 100% compliance rate in audits
- Due to my thorough knowledge of credit policies and being the highest performer had worked into many launchpads/projects like some of them listed below but not limited to:-
- Quality analyst
- SME
- Facilitator
- Secondperson to the team
- Credit policy and team champion
Sales Consultant
Origin Energy
02.2021 - 06.2021
- As a sales consultant, receive inbound calls, and resolve the customer issues regarding their electricity, Gas and hot water account with us, also set them up for the new services like nbn broadband with origin
- Perform outbound calls in situations where customers’ requests a call back
- Meeting and exceeding KPIs and targets e.g., Solar sales, Broadband sales, AHT, after call work and much more
- Consistently providing excellent customer service and go above and beyond
- Provide guidance and assistance to customers across a range of Origin products and services
Customer Service Agent
KMART Online Campaign
08.2020 - 02.2021
- As a customer service agent, receive inbound as well as outbound calls regarding order tracking, damaged products refund enquiries and newly introduced contactless click and collect orders
- Replying of emails sent by the customers regarding their order related queries or enquiries, Emailing them tax invoices or refund receipt for their orders, Emailing courier companies internally regarding any order issues and being in touch with them for order related queries like picking up of the order from the shipping center, re-scheduling the pick-up, sending back the cartoons from the depot to Kmart shipping Center, recalling the parcels, creating enquiries with them for parcel lost in transit and so on
- Solving Technical issues for the customers whose Kmart account gets blocked, deactivated, card declines while checkout, card blocked in the Kmart system or gets system error while placing an order
- Processing the refund by adding the refund into refund tracker for the customers also assisting them on the website to check stock availability of the products in the nearby Kmart stores to their postcodes
Direct Consumer Servicing
National Australia Bank
03.2020 - 07.2020
- As the first point of contact for customers, receive inbound calls regarding general, everyday banking queries
- Perform outbound calls in situations where customers requested a call back
- Meeting and exceeding KPIs and targets e.g
- Voice ids, AHT, after call work and much more
- Consistently providing excellent customer service and go above and beyond
- Provide guidance and assistance to customers across a range of banking products and services
- Services regarding NAB internet banking apps and website as well as the NAB personal loan
- Learn multiple internal systems and software to use simultaneously
Customer service officer
secure parking
10.2019 - 06.2020
- Look after entire car parking and the Pay Stations
- Working with ZEAG and SKIDATA application
- Resolving the customer queries or inquiries regarding parking ticket issue, daily or hourly based charges, validation tickets, barcodes not working, online pin number validity, lost tickets and much more
- Handle face to face queries with customers in certain situations
- Resolve technical issues such as ticket jams, note jams; coin jams into the vault of the machine and knows to fix the machine if any error occurs
Technical author
Cades Studec Technologies India pt. ltd.
07.2017 - 06.2019
- Responsible for providing an electrical wiring manual to all the customer or owners of Airbus 320 as an administration documentation and liaise with other team members to facilitate the efficient operation of the incoming customer support queries
- Prepare electrical manuals for AIRBUS 320 including A320 NEO fleets
- Address customer queries in a timely and accurate manner
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints raised by customers or owners of Airbus320
- Trained other new staff members in the team
Call Center Representative
CONCENTRIX India (AXIS BANK)
09.2016 - 07.2017
- Responsible for providing an efficient customer service in loan branch of Axis bank via inbound and outbound calls and liaise with other team members to facilitate the efficient operation of the incoming customer support queries
- Address customer service inquiries in a timely and accurate manner
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints
- Describe products and services
- Trained other new staff members in the team
- Take the customer through the sales process and Maintain customer/potential customer data bases
Education
Certified Digital Marketing Professional -
Digital Marketing Institute
01.2021
Aircraft Maintenance Engineering -
Hindustan Aerospace & Engineering
09.2016
Skills
- Loan Underwriting & Approval
- High attention to detail
- Financial Analysis & Risk Assessment
- Regulatory Compliance
- Communication & Negotiation
- Time management and organizational skills
- Decision making and problem-solving ability
- Capable of working under high pressure and fast paced environment calmly
- Exceeding KPIs and targets
- Compliance requirements
- Facilitator
Accomplishments
- Successful Risk Management – Accurately assessing credit risk and minimizing default rates by implementing strong assessment protocols and procedures.
- Enhanced Credit Scoring Models – Developing or refining credit scoring models to improve the accuracy and predictability of creditworthiness evaluations.
- Client Portfolio Growth – Expanding a client’s portfolio by identifying new opportunities for extending credit while ensuring the company remains within acceptable risk thresholds.
- Reduction in Delinquencies – Successfully identifying high-risk accounts early and recommending strategies to reduce delinquencies or charge-offs.
- Efficiency Improvements – Streamlining the credit assessment process through automation, leading to faster decision-making and a reduction in operational costs.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Marathi
Full Professional
Timeline
Broker Credit assessor
Westpac Banking corporation
06.2021 - Current
Sales Consultant
Origin Energy
02.2021 - 06.2021
Customer Service Agent
KMART Online Campaign
08.2020 - 02.2021
Direct Consumer Servicing
National Australia Bank
03.2020 - 07.2020
Customer service officer
secure parking
10.2019 - 06.2020
Technical author
Cades Studec Technologies India pt. ltd.
07.2017 - 06.2019
Call Center Representative
CONCENTRIX India (AXIS BANK)
09.2016 - 07.2017
Aircraft Maintenance Engineering -
Hindustan Aerospace & Engineering
Certified Digital Marketing Professional -
Digital Marketing Institute
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