Hanna Kinsey
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
9
9
years of professional experience
Work History
Operations Manager
Fast Repay Home Loan
04.2018 - 11.2018
- Discussed financial options with clients and provided informed suggestions.
- Worked with clients and finance companies to find optimal solutions for financing.
- Streamlined operational processes by identifying areas of improvement and implementing targeted solutions and best practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed and maintained relationships with clients and external organisations and networks.
- Established and nurtured profitable partnerships with financial institutions, expanding product accessibility for clients.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Trained and guided team members to maintain high productivity and performance
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Completed training programs to remain updated and further develop proficiency of important industry information.
- Implemented technology tools to streamline operations and improve efficiency within the brokerage team.
- Improved operational efficiency and client satisfaction, streamlining account management processes.
Account Manager
Fast Repay Home Loan
09.2015 - 04.2018
- Collaborated closely with the broker to provide an exceptional client experience and maintain a streamlined, efficient office workflow.
- Managed the client journey from the initial appointment through to settlement, ensuring all needs were addressed and facilitated.
- Entered and maintained client details in Symmetry CRM and eBroker, ensuring data accuracy and system integrity.
- Compiled and processed client applications in Symmetry CRM and Apply Online, ensuring all necessary documentation was complete and compliant.
- Coordinated with conveyancers, solicitors, real estate agents, and developers on behalf of both the broker and the client, ensuring seamless communication throughout the loan process.
- Engaged with banks and Business Development Managers (BDMs) to track file progress, address delays, and escalate files as necessary.
- Organized and scanned client information, ensuring all application details and documents were correctly filed for compliance and auditing purposes.
- Maintained constant communication with clients throughout the loan process, providing updates and ensuring a smooth transition of files to settlement.
Senior Mortgage Processor
LoanMarket Bayside
01.2015 - 07.2015
- Working closely with broker to ensure best client experience and a streamlined, efficient office environment
- Liaising with clients from point of appointment with broker to settlement, and any further needs client may need
- Input of client details into Symmetry CRM and ebroker (customised system within Josh's office and soon LoanMarket wide)
- Compiling and inputting of client application into Symmetry CRM and Apply Online
- Liaising with conveyancers, solicitors, real estate agents, developers etc
- On behalf of both broker and client
- Liaising with banks and BDM's for follow up of progress and escalation of files
- Organisation and scanning of all client information, application details and appropriate documents for compliance and auditing purposes
- Ensuring smooth transition of all files – by updating broker and more importantly constant contact with clients throughout loan process
Assistant to Mobile Banker Network
NAB
07.2013 - 12.2014
- Assisted Mobile Bankers by attending appointments and facilitating the application process, either live or in the office.
- Ensured all required documents were collected for unconditional approval (e.g., payslips, bank statements, rates).
- Reviewed application details, ensuring all information was accurately recorded in systems.
- Attached necessary documents and completed checklists to ensure accuracy and completeness.
- Coordinated with multiple departments to meet unconditional approval and settlement deadlines.
- Escalated files when necessary to ensure timely resolution and approval.
- Managed file transitions smoothly, ensuring an efficient process from submission to approval.
- Communicated with customers, solicitors, and other stakeholders on behalf of Mobile Bankers.
Branch Manager (Secondment)
NAB
01.2013 - 07.2013
- Leadership role
- Manager meetings
- Branch reporting - figures, targets etc
- Coaching of staff
- Sole lender within branch - dealt with all lending enquires and applications
Banking Adviser Relief
NAB
08.2012 - 01.2013
- Same skill set as previous role, although helping in the running of numerous branches within the area.
Banking Adviser
NAB
08.2011 - 08.2012
- Account Openings / Closures
- Regular Branch Meetings
- Organising Spreadsheets (Excel and Microsoft Word)
- Action Plans
- Building Customer Rapport
- Quality Customer Service/Satisfaction Skills
- Risk Management and Compliance
- Further knowledge and development of Home Loan Processing
Kiosk Advisor
NAB Knox City Kiosk
10.2010 - 08.2011
- Account Openings / Closures
- Appointments for Home Loan & Personal Loan Information
- Regular Branch Meetings
- Organisation of Kiosk
- Files, folders etc
- Customer Call Backs
- Organising Spreadsheets (Excel and Microsoft Word)
- Action Plans
- Building Customer Rapport
- Quality Customer Service/Satisfaction Skills
- Risk Management and Compliance
Kiosk Advisor
NAB various locations - Sydney
09.2010 - 10.2010
- Account Openings / Closures
- Appointments for Home Loan & Personal Loan Information
- Coaching of staff
- Team meetings
- Organisation of Kiosk
- Files, folders etc
- Customer Call Backs
- Organising Spreadsheets (Excel and Microsoft Word)
- Action Plans
- Building Customer Rapport
- Quality Customer Service/Satisfaction Skills
- Risk Management and Compliance
Kiosk Advisor
NAB Highpoint Kiosk
05.2010 - 09.2010
- Account Openings / Closures
- Appointments for Home Loan & Personal Loan Information
- Regular Branch Meetings
- Organisation of Kiosk
- Files, folders etc
- Customer Call Backs
- Organising Spreadsheets (Excel and Microsoft Word)
- Action Plans
- Building Customer Rapport
- Quality Customer Service/Satisfaction Skills
- Risk Management and Compliance
Education
High School Diploma -
Our Lady of The Sacred Heart College
Bentleigh, VIC12-2008
Skills
- Excellent verbal and written communication skills
- Strong Organisation skills
- Skillful Problem solver
- Able to work autonomously or within a team
- Excellent time management skills
- Able to work well in high-pressure situations
- Team focused
- Can work within deadlines
- Advanced Computer Skills
- Reliable, Loyal, Proactive, Punctual
Timeline
Operations Manager
Fast Repay Home Loan
04.2018 - 11.2018
Account Manager
Fast Repay Home Loan
09.2015 - 04.2018
Senior Mortgage Processor
LoanMarket Bayside
01.2015 - 07.2015
Assistant to Mobile Banker Network
NAB
07.2013 - 12.2014
Branch Manager (Secondment)
NAB
01.2013 - 07.2013
Banking Adviser Relief
NAB
08.2012 - 01.2013
Banking Adviser
NAB
08.2011 - 08.2012
Kiosk Advisor
NAB Knox City Kiosk
10.2010 - 08.2011
Kiosk Advisor
NAB various locations - Sydney
09.2010 - 10.2010
Kiosk Advisor
NAB Highpoint Kiosk
05.2010 - 09.2010
High School Diploma -
Our Lady of The Sacred Heart College
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