Summary
Overview
Work History
Education
Skills
Timeline
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Frank Tran

Melbourne,VIC

Summary

Customer-focused professional with experience in Suncorp's home lending operations. Proficient in core banking systems (CBP, Apply Online), and skilled in incident management, process improvement, and stakeholder coordination. Eager to apply operational expertise and technical support skills to contribute to Suncorp's Production Support team.

Overview

3
3
years of professional experience

Work History

Senior Banking Consultant

Suncorp Bank
Melbourne, VIC
10.2023 - Current
  • Process and monitor home loan applications using CBP and Apply Online, ensuring timely progress and compliance with lending policies.
  • Exceeded performance expectations by achieving 120% of annual lending targets through efficient case handling and service quality.
  • Provide subject matter insight into platform use, and assist peers in navigating loan systems effectively.

Broker Onboarding Leader

Suncorp Bank
Melbourne, VIC
02.2024 - 08.2024
  • Led a team of 11 consultants focused on customer onboarding and home lending activities, ensuring smooth operations and SLA adherence.
  • Increased team output by 300% through workflow improvements and targeted upskilling initiatives.
  • Collaborated with Risk and Compliance to ensure processes aligned with regulatory obligations and Suncorp’s risk appetite.

Personal Banker

Suncorp Bank
Melbourne, VIC
03.2023 - 10.2023
  • Onboarded new-to-bank customers, guiding them through account setup, product selection, and digital banking tools, to ensure a seamless start with Suncorp.
  • Supported customers through the end-to-end home loan process, including submitting and servicing loans using internal platforms such as CBP and Apply Online.
  • Identified and addressed delays or inconsistencies in loan applications by liaising with back-office teams, helping to resolve issues, and maintain smooth processing.

Everyday Banking Consultant

Suncorp Bank
Melbourne, VIC
04.2022 - 03.2023
  • Managed high volumes of inbound customer inquiries related to retail loans, banking products, account management, and general customer service.
  • Identified and escalated complex or recurring issues to relevant teams, ensuring timely resolution and minimal disruption to customer service.
  • Maintained a 95% satisfaction rate by delivering efficient, clear, and solution-oriented communication to resolve customer queries.

Education

High School Diploma -

Cranbourne Secondary College
Cranbourne, VIC
12-2012

Skills

  • Proficient in Core Banking Systems
  • Customer Service
  • Loan Processing
  • Stakeholder Coordination
  • Regulatory Compliance
  • Technical Support

Timeline

Broker Onboarding Leader

Suncorp Bank
02.2024 - 08.2024

Senior Banking Consultant

Suncorp Bank
10.2023 - Current

Personal Banker

Suncorp Bank
03.2023 - 10.2023

Everyday Banking Consultant

Suncorp Bank
04.2022 - 03.2023

High School Diploma -

Cranbourne Secondary College

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Frank Tran