Duy Khuong Lam
Sydney,NSW
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Proactive candidate with strong background in financial analysis, budgeting and forecasting. Develops and implements financial plans and delivers strategic financial advice.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Home Lending Manager
Westpac Banking Group
11.2021 - Current
- Approved and underwrote consumer loans for lines of credit and home equity.
- Developed strong relationships with key stakeholders, fostering trust and collaboration between departments.
- Mentored junior team members to enhance their knowledge of lending products and processes.
- Analyzed financial statements and tax returns to complete underwriting process.
- Oversaw entire loan process to provide each client received exceptional service.
- Made recommendations after completing prospects' loan analysis.
- Managed risk effectively by closely monitoring loan performance and conducting thorough credit assessments.
- Enhanced customer satisfaction by providing tailored financial solutions for individual client needs.
- Increased loan portfolio growth by developing and implementing strategic lending initiatives.
- Provided ongoing coaching and support to team members, cultivating an environment conducive to professional growth and development.
- Trained newly hired employees to provide information regarding processes, procedures and deadlines.
- Delivered exceptional customer service, consistently resolving issues promptly and maintaining high levels of client satisfaction.
- Complied with established internal controls and policies.
- Developed strategic plans for day-to-day financial operations.
- Conducted financial due diligence on potential investments and acquisitions.
Home Lending Specialist
NAB
05.2017 - 11.2021
- 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.
- Managed a diverse portfolio of loans across various sectors, demonstrating versatility and adaptability within the lending specialist role.
- Exceeded monthly lending targets consistently, demonstrating strong sales acumen and commitment to organizational objectives.
- Enhanced loan application approval rates by conducting thorough credit analyses and evaluating borrower''s financial status.
- Assisted colleagues in managing complex loan applications, expediting processing time and ensuring timely approvals.
- Implemented risk mitigation strategies during loan evaluation processes, safeguarding the institution''s interests and minimizing potential losses.
- Improved customer satisfaction by delivering personalized loan consultation services tailored to individual financial needs.
- Conducted regular training sessions for junior staff members, imparting valuable industry insight and improving overall team efficiency.
- Optimized internal communication channels between departments, facilitating faster loan processing times and improved accuracy in documentation handling.
- Participated in community outreach programs as a representative of the institution, promoting positive brand image while expanding client base through networking events.
- Maximized revenue generation by identifying opportunities for upselling or cross-selling additional financial products during client interactions.
- Maintained up-to-date knowledge of industry regulations and compliance standards, ensuring accurate and legally compliant lending practices.
- Streamlined the lending process for clients, guiding them through document preparation and submission requirements.
- Monitored pipelines to track and log status of loans.
- Processed loan applications and monitored progress from start to finish.
- Developed and maintained relationships with customers, lenders and other third parties.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Researched and updated industry knowledge on changing legislation and regulations.
- Explained very technical financial information to applicants in easy to understand language.
- Assisted clients with improving financial health by counselling on issues such as excessive spending and borrowing.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Proactively identified solutions for customers experiencing credit issues.
Credit Analyst
NAB
04.2015 - 05.2017
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Ensured compliance with internal policies and regulatory requirements through diligent documentation of all credit decisions.
- Enhanced customer relationships through effective communication of complex financial information, contributing to loyalty and retention.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Collaborated with cross-functional teams for comprehensive client assessments, supporting informed decisionmaking.
- Collaborated with other teams to identify and mitigate risks impacting organization.
- Supported the sales team in negotiating favourable terms, balancing business growth and credit risks effectively.
- Made decisions and recommendations about extending lines of credit.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Maintained compliance with applicable regulations and laws governing consumer credit.
- Investigated and resolved customer disputes related to credit decisions.
- Complied with internal controls and government regulations.
- Improved understanding of financial statements, which helped in assessing risk.
Relationship Manager
NAB
03.2012 - 04.2015
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
- Played a crucial role in retaining valuable clients during periods of market volatility by addressing concerns proactively and providing expert guidance on portfolio adjustments.
- Negotiated favourable terms on behalf of clients during complex transactions, maximizing profitability while minimizing potential risks.
- Mentored junior team members on best practices in relationship management techniques, contributing to overall team success and growth within the company.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Complied with established internal controls and policies.
- Conducted financial due diligence on potential investments and acquisitions.
- Supported financial director with special projects and additional job duties.
Call Centre Home Lending Manager
NAB
05.2010 - 04.2012
- Approved and underwrote consumer loans for lines of credit and home equity.
- Developed strong relationships with key stakeholders, fostering trust and collaboration between departments.
- Analyzed financial statements and tax returns to complete underwriting process.
- Oversaw entire loan process to provide each client received exceptional service.
- Made recommendations after completing prospects' loan analysis.
- Managed risk effectively by closely monitoring loan performance and conducting thorough credit assessments.
- Enhanced customer satisfaction by providing tailored financial solutions for individual client needs.
- Delivered exceptional customer service, consistently resolving issues promptly and maintaining high levels of client satisfaction.
- Complied with established internal controls and policies.
- Conducted financial due diligence on potential investments and acquisitions.
Small Business Owner
American Nails Northrocks
04.2006 - 04.2012
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Expanded client base through targeted networking initiatives, resulting in increased sales opportunities.
- Participated actively in local community events or organizations as a way to give back while expanding brand visibility and credibility.
- Hired trained, and supervised staff to maintain high levels of productivity and customer satisfaction.
- Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Fostered a positive work environment that motivated employees towards achieving their potential while contributing significantly towards overall company success.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Evaluated competitors'' offerings to identify gaps in the market for unique selling propositions that attracted new clients.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Customer Service Representative
NAB
04.2008 - 05.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Bank Teller
Commonwealth Bank
04.2006 - 06.2006
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Postal Worker
Australia Post
11.1996 - 04.2006
- Supported colleagues in managing high-volume periods through effective teamwork and communication during peak mailing seasons.
- Improved mail delivery efficiency by organizing and sorting mail according to delivery routes.
- Handled large volumes of mail with precision and accuracy, minimizing errors and ensuring timely delivery to recipients.
- Managed time effectively to complete assigned tasks within tight deadlines during high-volume periods or inclement weather conditions.
- Demonstrated adaptability to changes in postal regulations and policies, ensuring consistent compliance across all assigned duties.
- Maintained a safe work environment by adhering to postal regulations and guidelines for vehicle operation and handling hazardous materials.
- Excelled as a team player when collaborating with fellow Postal Workers for smooth transitions between various stages of the mail processing system from collection to final delivery points.
- Moved bulk containers and large parcels with forklifts.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
Education
Bachelor of Science - Chemistry
UTS
SydneyBachelor of Science - Information Technology
UWS
MacarthurHigh School Diploma -
Fairfield High School
Fairfield, NSW11.1992
Skills
- Verbal and written communication
- Operational Efficiency
- Customer Service
- Proactive and Focused
- Client Relationship Management
- Loan Processing
- Credit analysis
Certification
OHS Officer for Australia Post
Union Representative for Australia Post
Cert IV in financial services
Timeline
Home Lending Manager
Westpac Banking Group
11.2021 - Current
Home Lending Specialist
NAB
05.2017 - 11.2021
Credit Analyst
NAB
04.2015 - 05.2017
Relationship Manager
NAB
03.2012 - 04.2015
Call Centre Home Lending Manager
NAB
05.2010 - 04.2012
Customer Service Representative
NAB
04.2008 - 05.2010
Small Business Owner
American Nails Northrocks
04.2006 - 04.2012
Bank Teller
Commonwealth Bank
04.2006 - 06.2006
Postal Worker
Australia Post
11.1996 - 04.2006
Bachelor of Science - Chemistry
UTS
Bachelor of Science - Information Technology
UWS
High School Diploma -
Fairfield High School
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