Jason Ilott
Yarraville
Summary
Demonstrates strong analytical, communication, and stakeholder management skills, with proven ability to quickly adapt to new and ever changing regulatory and credit risk environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
18
18
years of professional experience
Work History
Customer Service Administrator
API Access & Security
02.2023 - Current
- Assembly and supply of keys, locks, cylinders and other hardware
- Monitoring and management of all incoming emails, jobs/order's
- Provide customer service via phone, email, face to face
- Process orders for pre-payment by non-account customers
- Process quotes and orders for account customers
- Management of businesses Shipping & Dispatch process. Updating all internal systems to ensure correct products and amount of products were being shipped, sending out system generated notifications to customers with shipping info, logging of all shipments via apropriate third party systems (TOLL/TGE & StarTrack) and generating daily manifests for courier collection, ensuring all tracking info is correctly recorded on customer files, as well as the actual packing of consignments in the appropriate padded envelopes and courier satchels/boxes (approx. 30-50 per day), before booking and liaising with third party couriers to arrange collection.
- Research and management of all issues relating to shipments, product damage, incorrect product amounts or any other issues with delivery.
- Lead, coach, develop and motivate team members utilising the appropriate Allegion tools and resources, to ensure a high level of performance, delivery and engagement
Credit Manager
Hejaz Islamic Credit Solutions
01.2022 - 05.2022
- Development and creation of businesses Credit Risk Management framework
- Designed and built the businesses Retail Credit Policy, along with all associated procedural documents and training materials, in relation to the manual assessment and decisioning of consumer retail lending products.
- Liaising with key internal stakeholders (from C-Suite down) in relation to all government legislated regulatory obligations and requirements, in support of the businesses application to ASIC for an Australian Banking license.
Senior Credit Assessor (Assessment Escalations)
ANZ Bank
08.2017 - 08.2021
- Acquired and exercised a $3.5 million Tier C+ DUA/DLA (Delegated Underwriter/Lending Authority). Authorising me, where appropriate, to approve applications that were outside of the banks standard Retail Credit Policies, when sufficient justifications could be identified as being mitigating factors to offset any potential regulatory or reputational risk as long as the overall aggregate level of lending didn't exceed $3.5 million. Invaluable in an area of the bank where every customer interaction was tied to a potential missed settlement.
- Managed Internal and External escalations relating to previously approved home loan applications where customers were at risk of missing settlement due to a number of issues. i.e. expired loan contracts, or existing caveats on title searches not being identified.
- Assessment and judgemental credit decisioning of consumer lending applications. Predominately for either the high net worth clients or simply those with complex self-employed income streams running through multiple entities.
- Step-Up Relief Manager
- Building and reporting on daily, weekly and monthly capacity planing and variance reports for the whole business unit.
- Running teams meetings
- Conducting monthly 1:1 PMR meetings with each staff member in the team.
- Management and delegation of escalation workflow, within the Post Approval Customer Care team.
- Managing internal and external stakeholder relationships and expectations
- Building and Managing inter-department relationships to ensure key process knowledge and specialised skillsets were able to be leveraged by all departments responsible for the end2end lending process.
- Working closely with Assurance teams to both assist with as well as generate RCA's (Route Cause Analysis reports) to best support the timely reporting on internal bank errors or potential process breakdowns so as to avoid and/or mitigate any potential reputational or financial risks that could arise and/or result in operational losses to the business.
- Coaching and training of all Credit Assessment and Document Verifications staff, to address rising issues relating to incorrect loan drawdowns that left the bank in breach of their reporting obligations under the NCCP Act.
Senior Credit Assessor (Consumer Home Loans)
ANZ Bank
07.2015 - 08.2017
- Step-up/relief manager for Group 4.4 leader since 2012
- Managed the Mortgage Credit Assessment Escalations inbox
- Managed the PACC (Post Approval Customer Care) Escalations inbox
- Building and management of key internal stakeholder relationships (Brokers/Business Development Managers/Regional and State Managers/Senior Bank Leadership)
- Weekly, monthly and quarterly capacity planning and workflow management for the busines unit.
- Chairing both Credit Assessment staff team meetings, as well as team meetings for the Australian Home Loan Leadership Team meetings.
- Holding 1:1 monthly performance reviews
- Preparing trust deeds to be vetted by external lawyers, in support of complex lending structures where a company was operating in their capacity as Trustee.
- Collaborating across teams and departments to consolidate escalation reports
- Daily management of workflow and allocation
- Assessment of broker and mobile lender originated mortgage applications
- Trainer and SME (Subject Matter Expert) for credit system remediation upgrades.
- Trainer and SME (Subject Matter Expert) for Breakfree package system upgrades.
- Trainer and SME (Subject Matter Expert) for Xpress Assessment Process, an initiative created through a collaboration between senior credit assessors and a small cohort of what the bank deemed Premium brokers
- Attainment of B+ DUA/DLA with an increased lending limit of $1.5 million
Credit Assessor
ANZ Bank
06.2008 - 07.2015
- Assessment of Broker and Mobile Lender originated mortgage applications
- Workshoping with Brokers and Business Development Managers
- Trainer and SME for Case Management Process
- Daily capacity planning and queue management in support of team leader
- Attainment of CAD levels 1, A, B
- Trainer and SME (Subject Matter Expert) for Case Management process
- Selection for and subsequent completion of the Retail Lending Operations Leadership Development Program.
Redraw & Progress Payments Officer
ANZ Bank
08.2006 - 06.2008
- Inbound call reception for all redraw and progress payment related enquiries
- Registration and processing of redraw forms and phone call enquiries
- Managing the ANZ internet banking securemail inbox
- Ordering of progress inspection reports and processing of progress payments
- Completing Bank Initiated Renewals (BIR) on new and existing home loans in-line with non-credit critical Credit Policy.
- SME (Subject Matter Expert) and first point of contact for all redraw and progress payment related issues and enquiries
Education
Bachelor of Arts - Graphic Design
Swinburne University
Melbourne, VICFinancial Services Reform Act (FSRA) Tier 1 -
RMIT
01.2004
VCE - undefined
Catholic College Wodonga
01.1998
Skills
- Customer service excellence
- Call center experience
- Complaint handling
- Organization and recordkeeping
- Data & Risk management
- Complex financial statement analysis
- Underwriting
- Judgmental Credit decisions
- Banking regulations
- Relationship management
- Risk mitigation strategies
- AML/CTF, KYC, NCCP obligations
Accomplishments
- Creation and implementation of company Credit Risk Management framework.
- Developed, built and implemented company Consumer Retail Credit Policy.
- Tier D CAD (Credit Approval Discretions) $4,500,000 - 2019
- Researched, developed & facilitator lead, National Consumer Credit Protection (NCCP) Act training and associated resource materials.
- Tier C CAD (Credit Approval Discretions) $4,000,000 - 2016
- Group 4 stepup/relief manager.
- Researched, developed & facilitator lead, Fulfilment Instruction guidelines - 2014.
- Completion of RLO (Retail Lending Operations) Leadership Development Program - 2013.
- Tier 2 Active Operations Management (AOM) accreditation - 2013.
- Researched, developed and presented, Elite Rewards & Recognition Program - 2013.
- Tier B+ CAD (Credit Approval Discretions) $2,000,000 - 2012.
- Tier A CAD (Credit Approval Discretions) $1,000,000 - 2011.
- Tier 1 CAD (Credit Approval Discretions) $500,000 - 2010.
- Researched and delivered ANZ Internet Banking report into redraw fee processing errors - 2008.
Timeline
Customer Service Administrator
API Access & Security
02.2023 - Current
Credit Manager
Hejaz Islamic Credit Solutions
01.2022 - 05.2022
Senior Credit Assessor (Assessment Escalations)
ANZ Bank
08.2017 - 08.2021
Senior Credit Assessor (Consumer Home Loans)
ANZ Bank
07.2015 - 08.2017
Credit Assessor
ANZ Bank
06.2008 - 07.2015
Redraw & Progress Payments Officer
ANZ Bank
08.2006 - 06.2008
VCE - undefined
Catholic College Wodonga
Bachelor of Arts - Graphic Design
Swinburne University
Financial Services Reform Act (FSRA) Tier 1 -
RMIT
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