Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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Donna Aston

Bokarina,Qld

Summary

Dynamic leader with a proven track record at BOQ Maroochydore, adept in fostering high customer satisfaction and operational excellence, notably co-leading BOQ Rangeville to win Branch of the Year twice. Skilled in effective communication and continuous improvement initiatives, I excel in fast-paced environments, driving team performance and strategic growth.

Overview

21
21
years of professional experience

Work History

Lending Associate

BOQ Maroochydore
Maroochydore, Qld
02.2024 - Current
  • Support the delivery of lending requirements for new and existing retail lending customers.
  • Support activities to deepen relationships with customers to fulfill their lending and financial goals.
  • Process lending applications following protocols through to settlement.
  • Keep customer and banker informed at key milestones in the loan process to provide excellent service .
  • Take personal ownership and accountability to solve customer issues, challenges and complaints.
  • Support Bankers to build relationships with customers, solicitors, conveyancers and estate agents to grow the portfolio through ongoing referrals.
  • Adhere to policies, procedures and regulatory requirements.

Assistant Manager

BOQ Maroochydore
Maroochydore, Qld
04.2023 - 02.2025
  • Provide comprehensive support to the Owner Manager by supervising, coordinating, and monitoring the workload of both Front of House and Lending teams to ensure timelines, customer service, and company policies are consistently met.
  • Identifying and implementing strategies to attract, retain, and grow the customer base while keeping branch goals and targets in mind, contributing to the overall business development and customer satisfaction.
  • Leading team meetings, fostering open communication and collaboration, while providing coaching, training, and development for staff to improve performance and skill sets.
  • Delivering high-quality customer service, both face-to-face and over the phone, addressing customer needs efficiently, and resolving any issues to maintain positive customer relationships.
  • Ensuring branch compliance with all BOQ policies and procedures, as well as broader financial sector regulations, safeguards the Branch's operations and adherence to legal and ethical frameworks.
  • Work with sponsorship and networking partners to coordinate events and marketing opportunities, strengthening the Branch's community presence and engagement.
  • Process lending applications from handover to settlement, including loan input, credit analysis, serviceability assessment, and settlement, while ensuring communication with the customer and banker throughout the process.
  • Recording and collating branch results, aligning them to branch targets, and providing regular reports on performance to keep the team focused on key objectives.

Lending Administration Officer

BOQ Maroochydore
Maroochydore, Qld
09.2020 - 04.2023
  • Acting as a key point of contact, effectively liaising with both internal teams and external partners to ensure a seamless and efficient loan process for clients, enhancing the overall customer experience.
  • Effectively managing the lending team's workflow to ensure timelines are consistently met, prioritizing tasks, and allocating resources for optimal efficiency.
  • Improving the quality of loan applications by ensuring policies and procedures are adhered to in the processing of applications, from interview to approval, including accurate loan input, analysis of serviceability, and credit to timely settlement.
  • Introducing details, comprehensive checklists, and conducting regular team meetings to monitor compliance, review challenging applications, and drive best practices across the lending team.

Co-Owner/Manager

BOQ Rangeville
Toowoomba, Qld
06.2004 - 07.2020
  • Successfully co-owning and managing a BOQ franchise, leading the branch to win Branch of the Year in both 2013 and 2015, demonstrating operational excellence and high customer satisfaction.
  • Assisting in managing the recruitment process to ensure new hires complete required training within the Bank's timelines, understand the Bank's as well as the Branch's strategy, goals, and targets to ensure performance levels and compliance requirements are met.
  • Establishing and maintaining a positive work culture within the Branch, setting high standards for customer service, staff collaboration, and operational efficiency.
  • Managing payroll processes, ensuring timely and accurate completion of quarterly BAS reports, and overseeing the day-to-day financial matters of the business.
  • Developing and maintaining long-term business relationships to ensure high retention rates through the delivery of exceptional customer service to strengthen the Branch's reputation with the community and the Bank.
  • Overseeing all matters relating to staffing, rosters, training, development, career progression, to ensure optimal efficiency while aligning with the business needs, workload demands, and staff expectations to ensure daily operations are efficient.

Education

Certificate III in Financial Services -

Kapaln
01-2004

Tier 2 Financial Accreditation -

Kaplan
01-2004

Bachelor of Business - Human Resources Management

Griffith University
Gold Coast, QLD
01-1994

Skills

  • Proficient in a dynamic, fast-paced working environment
  • Effective communicator: clear, regular, and open communication to achieve outcomes
  • Flexible and open nature, to successfully liaise with internal and external parties
  • Able to maintain professionalism and confidentiality when dealing with sensitive information and business matters
  • Develop and maintain skills to accomplish position responsibilities and support the business strategy, seeking development opportunities that promote growth
  • Team player maintaining professional working relationships by encouraging and building mutual trust, respect, rapport, and cooperation among team members
  • Actively pursue continuous improvement initiatives to improve operations and performance
  • A passion for high customer service through a strong service-oriented attitude

  • Effective time management, prioritizing duties to ensure that required outcomes are met on or ahead of time

Affiliations

  • Love being involved in outdoor activities - cycling, running, kayaking, hiking
  • Reading
  • Travelling

References

References available upon request.

Timeline

Lending Associate

BOQ Maroochydore
02.2024 - Current

Assistant Manager

BOQ Maroochydore
04.2023 - 02.2025

Lending Administration Officer

BOQ Maroochydore
09.2020 - 04.2023

Co-Owner/Manager

BOQ Rangeville
06.2004 - 07.2020

Certificate III in Financial Services -

Kapaln

Tier 2 Financial Accreditation -

Kaplan

Bachelor of Business - Human Resources Management

Griffith University

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Donna Aston