Faya Yaghoubpour
Summary
I am an individual who is passionate to maximise customer and employee experience, enjoys working within a team environment and believe I can fulfil the role of the banker adoption and communications needs. I can work autonomously whilst having the ability to work collaboratively. I have a positive “Can do” attitude and enjoy the challenge of developing skills and broadening my experiences while providing meaningful and quality reporting outputs.
Overview
5
5
years of professional experience
Work History
Homeowner Personal Banker
ANZ Contact Centre
10.2022 - Current
- Promptly answer up to 30 incoming calls per shift within the company goal of under 600 minutes AHT with a 98% success rate while maintaining a high level of accuracy and attention to detail
- Assist customers with complex enquiries relating to home loans, construction loans, broker enquiries and transaction accounts
- Utilize knowledge of home loan product and features to make tailored recommendations based on a customer’s needs and preferences
- Troubleshoot issues with customers step by step to ensure first call resolution metrics were exceeded
- Handling customer’s complaints calmly and effectively, identifying options and agree on the next course of action
- Coordinate with other teams such as Hardship, Internet Banking, Collection, and inbound sales team to onboard new customers or maintain existing ones.
Relationship Manager
Intuitive Finance
11.2021 - 09.2022
- Complete assessment and loan scenario analysis
- Communication with clients and collection of information
- Preparation of loan submissions in conjunction with experienced Mortgage Brokers
- Application lodgement and management of home loan application process
- Liaising with clients throughout the entire loan process
- Liaising with various lenders throughout the approval and settlement process
- Liaising with solicitors and conveyancers post lodgement through to settlement
- Ensure Brokers are supported at all milestones, communicating over the phone and via email
- Provide administrative support to the wider team.
Corporate Account Executive
ABC Bullion
12.2020 - 11.2021
- Manage, maintain, and expand investors account through CRM system effectively and efficiently in a high volume inbound and outbound customer call centre
- Invoicing and processing buy back contracts
- Preparing business reports, including but not limited to budgets, sales, cost reports etc
- Opening Self-Managed Super Fund S(SMSF) accounts and assisting clients with investing precious metals to enhance returns and reduce risks
- Opening Gold saver accounts by setting up a regular direct debit payment to be converted into precious metals
- Working closely with company trading desk to hedge the contract of sale and offset the risk of price movement.
Account Administrator
Synergie Skin
12.2018 - 11.2020
- Outperformed company average in handling over 30 incoming business orders and inquiries daily
- Administer proper coding, management and entry of all payments and commercial invoices
- Building rapport with new and existing clients and ensuring clients have been entitled to loyalty benefits
- Obtaining and maintaining internal databases keeping relevant spreadsheets up to date
- Monitor and report business operation updates to the head of operations, Sales and marketing departments.
Education
Bachelor of Law -
Azad University
Tehran, Iran01.2010
Skills
- Strong communicator and negotiator with advanced interpersonal and relationship building skills
- Ability to work as part of a team and work with flexibility and adaptability for business growth and changes
- Excellent attention to details and creative problem solver with the ability to turn problems into solutions
- Committed to professional development and continuous improvement
Hobbies
Yoga
Cooking
Travelling
Timeline
Homeowner Personal Banker
ANZ Contact Centre
10.2022 - Current
Relationship Manager
Intuitive Finance
11.2021 - 09.2022
Corporate Account Executive
ABC Bullion
12.2020 - 11.2021
Account Administrator
Synergie Skin
12.2018 - 11.2020
Bachelor of Law -
Azad University
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