Halah Arabi
Bassendean
Summary
Dynamic personal lender with a proven track record at Bank Of Queensland, excelling in portfolio management and client relationship building. Achieved significant reductions in delinquencies through innovative risk assessment techniques while enhancing customer satisfaction. Recognized for leadership in mentoring teams and driving cross-selling opportunities, ensuring long-term business growth.
Overview
9
9
years of professional experience
Work History
Personal Lender
Bank Of Queensland
10.2023 - Current
- Assisted in developing marketing initiatives to attract new clientele within target demographics, resulting in greater market share for the company.
- Monitored industry trends and competitor offerings to ensure the company''s products and services remained competitive within the marketplace.
- Managed a diverse portfolio of loans, ensuring timely repayment through consistent follow-up and proactive problem resolution strategies.
- Reduced delinquencies by implementing innovative risk assessment techniques and establishing open lines of communication with borrowers.
- Enhanced customer experience by promptly addressing concerns, answering questions, and providing ongoing support throughout the lending process.
- Facilitated smooth loan closings through accurate document preparation, proper disclosures, and efficient coordination among all parties involved.
- Increased loan approval rates by diligently evaluating applicants'' creditworthiness and financial stability.
- Mentored junior colleagues in best practices of personal lending and client relationship management, fostering a collaborative team environment.
- Improved cross-selling opportunities by identifying additional products or services that met clients'' needs, fostering long-term business growth.
- Conducted regular portfolio reviews to identify potential risks or areas for improvement while maintaining compliance with company policies and federal regulations.
- Negotiated favourable loan terms for clients by effectively communicating their unique requirements and circumstances to lenders.
- Received multiple internal commendations for consistently achieving high levels of customer satisfaction through exemplary service delivery.
- Collaborated with underwriting team to ensure accurate and timely loan decision-making, contributing to higher client retention rates.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Developed and maintained relationships with customers, lenders and other third parties.
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
Customer Service Manager
Bank Of Queensland
07.2021 - 09.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Collaborated with IT department to streamline customer data management.
- Improved team morale by establishing recognition program for exceptional customer service.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
Customer Service Teller
Bank Of Queensland
10.2018 - 07.2021
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Handled complex customer inquiries with professionalism, demonstrating thorough knowledge of products and services.
- Achieved recognition for outstanding performance from both peers and management, inspiring others in pursuit of excellence.
- Provided valuable feedback to leadership regarding potential process improvements that could enhance overall efficiency.
- Balanced daily cash drawers accurately, ensuring accountability for all financial transactions processed throughout the day.
- Skillfully promoted additional banking products based on individual customer needs, increasing cross-selling success rates.
- Managed high volumes of customer transactions during peak times while maintaining excellent service standards.
- Ensured compliance with all relevant regulations, safeguarding both customer information and bank assets.
- Reduced transaction errors by maintaining meticulous attention to detail in all aspects of work.
- Provided exceptional service to customers, addressing their needs and building lasting relationships.
- Increased efficiency by staying up-to-date on the latest banking technologies and systems.
- Assisted in training new tellers, sharing knowledge of best practices for efficient service delivery.
- Collaborated with other departments to resolve customer issues quickly and effectively, enhancing overall satisfaction rates.
- Educated customers on online banking and mobile banking applications.
- Counted, verified and handled bank deposits and armoured car transactions.
- Executed wire transfers, stop payments and account transfers.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Generated monthly reports on customer activity and customer feedback.
- Wrote and distributed customer correspondence.
- Supported management in maintaining adequate cash levels within the vault, minimizing shortages or overages.
- Achieved successful completion of annual compliance review through adherence to bank policies and regulatory requirements related to the handling of currency in a secure environment.
Real Estate Assistant
Professionals Real Estate
03.2016 - 09.2018
- Maintained efficient office operations by handling errands and administrative functions.
- Improved office organization through the implementation of efficient filing systems, database management, and document preparation.
- Cultivated and maintained professional relationships with clients, real estate agents, lenders and escrow personnel.
- Prepared and maintained accurate property listings, sales contracts and closing documents.
- Assisted clients in home staging and overall preparation for real estate sales.
- Processed applications and paperwork in accordance with state and federal laws.
- Managed phone and email correspondence and handled incoming and outgoing mail.
- Managed filing system, entered data and completed other clerical tasks.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
Education
Bachelor of Science - Environmental Biology
Curtin University
Perth, WA03-2027
Skills
- Goal oriented
- Adaptive learning
- Portfolio management
- Credit scoring
- Cross-selling products
- Loan servicing
- Performance tracking
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Leadership skills
- Multitasking Abilities
- Reliability
- Cash handling
- Client relationship building
- Loan processing
- Active listening
Languages
English
Arabic
Timeline
Personal Lender
Bank Of Queensland
10.2023 - Current
Customer Service Manager
Bank Of Queensland
07.2021 - 09.2023
Customer Service Teller
Bank Of Queensland
10.2018 - 07.2021
Real Estate Assistant
Professionals Real Estate
03.2016 - 09.2018
Bachelor of Science - Environmental Biology
Curtin University
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