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
2023.10 - 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
2024.02 - 2024.08
- 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
2023.03 - 2023.10
- 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
2022.04 - 2023.03
- 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, VIC2012-12
Skills
- Proficient in Core Banking Systems
- Customer Service
- Loan Processing
- Stakeholder Coordination
- Regulatory Compliance
- Technical Support
Timeline
Broker Onboarding Leader
Suncorp Bank
2024.02 - 2024.08
Senior Banking Consultant
Suncorp Bank
2023.10 - Current
Personal Banker
Suncorp Bank
2023.03 - 2023.10
Everyday Banking Consultant
Suncorp Bank
2022.04 - 2023.03
High School Diploma -
Cranbourne Secondary College