Fiona Dai
Sydney,NSW
Summary
Accomplished at HSBC, I leveraged interpersonal skills and computer literacy to enhance client relationships. Recognized for exceptional service and strategic business development, my goal-oriented approach and attention to detail consistently drove outstanding results.
Overview
17
17
years of professional experience
Work History
Premier Relationship Manager, WPB
HSBC Australia Limited
01.2017 - Current
- Dynamic and results driven Relationship manager with 7 years of experience in building rapport and maintaining client relationships, driving assets and liability growth, and delivering exceptional customer satisfaction
- Initiating strategic business development strategies and driving the achievement of personal business volume growth targets
- Handling customer complaints in a highly professional and efficient manner
- Supporting and implementing the Business Plan and procedure improvements to achieve optimal operational, compliance and credit productivity
Premier Relationship Officer, RBWM
HSBC Australia Limited
03.2015 - 01.2017
- Providing support to Premier Relationship Managers in ensuring all data entry are accurately inputted and completed in a timely manner
- Ensuring all credit submission and documentation are appropriately completed
- Acting as quality control person for all information completed by Relationship Managers
- Assisting in identifying the client’s financial service needs and offering appropriate options on financial services and personal credit products
- Being the first point of contact for customers when required and providing premium customer service
- Proactively working with internal parties to ensure the smooth facilitation of referrals and loans
- Providing support to Premier Relationship Managers in complaints handling
Personal Banking Executive, RBWM
HSBC Australia Limited
11.2013 - 03.2015
- Direct sales (e.g
- Credit Card, Term Deposit, Bank Accounts, etc.)
- Establishment of Personal Accounts, Home Loan Accounts and Business/Trust Accounts
- Generate investment products leads (e.g
- Dual Currency Investments, Annuities and Structured Investments Overseas – Financial Planning) Insurance quotes, sales, follow ups and renewals (Home/Building & Contents, Landlord, Motor Vehicle and Travel Insurance)
- Maintaining & building current client relationships whilst servicing client’s needs
- Reviewing and checking account opening documents whilst ensuring compliance with HSBC guidelines and policies
- Identify new business opportunities and lead generation
- Up selling and new product promotion to existing clients
- Inbound and outbound calls
- Customer advisory and service delivery
- Relationship management and customer retention
- Management of sales objectives and marketing promotions
- Sales forecasting and monitoring
Customer Service Representative, RBWM
HSBC Australia Ltd
11.2012 - 10.2013
- Bank teller functions (e.g
- Deposit, Withdrawal, Opening account, etc.)
- General administrative duties
- Cash handling
- Customer service and customer advisory
- Maintaining & building current client relationships whilst servicing client’s needs
- Identify new business opportunities and lead generation
- Up selling and new product promotion to existing clients
- Outbound calls
Business Banking Specialist, SME Commercial Banking
HSBC (China) Shenzhen
09.2011 - 05.2012
- Account opening for corporate account customers
- Intelligence gathering on the market, customers and competitors which would facilitate a holistic understanding of banking needs of our commercial customers / prospects;
- Grow the existing client portfolio and provide customers with a compelling service proposition based on professional relationship management and outstanding customer service
- Work with relevant internal stakeholders on all aspects of sales and customer services activities; eg
- Internet banking services, E-delivery services
- Establish meaningful business referrals partnerships with both internal and external parties (including but not limited to regulators, government bodies);
- Follow up sales activities and cross sell other Global Business(es) / group member’s products and services
- Ensure strict compliance with internal and external guidelines and regulations
- The customer bases were increased by 5%-6% quarterly
- Selected to help coach new recruits
- Cross sales referrals Champion to International Centre in Hong Kong office
Premier Counter Teller, Personal Financial Service
HSBC
06.2008 - 09.2011
- To provide efficient counter service by performing skilfully, promptly, and accurately for all counter transactions, including: FCY Exchange Inward DD/TT, buying and selling T-cheque ITT arrangement cash advance, DPS operation
- To answer customers’ enquiries professionally and solving their problems to their satisfaction
- Meanwhile, seek new business opportunities for liabilities growth
- To establish and keep good relationship with valuable customers by providing one-stop counter services
- To have a strong sales sense and skills to cross-sell and proactively refer potential customers to Personal Relationship Officer to support sales and promotion strategies
- To introduce independently promoted products to valuable customers
- To report customer feedback and collect market intelligence in order to seek continuous improvement in customer service
- To prepare regular returns to SAFE/PBOC/FCD related to counter transactions and keep a scientific and smart filing system within the relevant departments
- Be familiar with local rules and regulation and internal guidelines and always keep alert for any suspicious Money Laundry activity and do report to superior
- Formally commended for excellent service
- Received 85% compliment letters from customers
- Cross-sales referral Champion for 3 months continuously
Education
Bachelor of Commerce - Accounting - Australia CA/CPA Accreditation Program
Macquarie University
Sydney, Australia01.2007
Skills
- Interpersonal skills
- Goal-oriented
- Reliable
- Teamwork
- Organizational abilities
- Planning abilities
- Positive thinking
- Motivation
- Deadline-driven
- Attention to detail
- Self-motivated
- Responsible
- Computer literate
- Communication skills
Timeline
Premier Relationship Manager, WPB
HSBC Australia Limited
01.2017 - Current
Premier Relationship Officer, RBWM
HSBC Australia Limited
03.2015 - 01.2017
Personal Banking Executive, RBWM
HSBC Australia Limited
11.2013 - 03.2015
Customer Service Representative, RBWM
HSBC Australia Ltd
11.2012 - 10.2013
Business Banking Specialist, SME Commercial Banking
HSBC (China) Shenzhen
09.2011 - 05.2012
Premier Counter Teller, Personal Financial Service
HSBC
06.2008 - 09.2011
Bachelor of Commerce - Accounting - Australia CA/CPA Accreditation Program
Macquarie University
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