Evelyn Nguyen

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Interpreted branch budget and forecast, monitoring lending, member growth, and account growth, and reporting directly to the Regional Manager.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

• Acted as first point of contact for customers, mitigating fraud, handling inbound calls, and assisting with card and complex financial transactions with 100% accuracy, while adhering to AML, TTR, regulatory compliance, and WHS requirements.

• Assessed and processed car loans and unsecured loans, conducting financial health checks and providing tailored lending solutions.

• Led a small team daily, multitasking to assist with staff lending activities, branch operations, and supporting the Branch Manager in achieving targets such as home loans and personal lending growth.

• Managed complex branch operations, resolving customer complaints, cash shortages/surpluses, ATM monitoring, and ensuring staff balance cash correctly.

• Implemented coaching and mentoring programs to maintain teller accuracy and compliance, achieving zero discrepancies over the past year.

• Consistently achieved sales targets, driving member growth and insurance conversion, while promoting bank products and cross-selling Residential and Personal Lending solutions.

• Served as first point of contact for customers, mitigating fraud, handling inbound calls, and assisting with large and complex financial transactions with 100% accuracy.

• Worked as a relief officer across multiple branches from Sydney West to Penrith and Camden, quickly adapting to different teams, systems, and local branch operations.

• Multitasked across branch operations, managing cash, deposits, cheques, and transfers while ensuring compliance with all regulatory requirements and balancing end-of-day cash flow.

• Resolved member complaints, advised on Allianz insurance products, conducted Residential and Personal Lending lead referrals.

• Ensured strict adherence to fraud prevention, AML, and TTR procedures, proactively identifying suspicious activity and escalating issues in line with regulatory requirements.