Jennifer Tran

Leading a team of Credit Managers to provide exceptional professional judgement and customer focused outcomes.

• Delegated SME and trainer for system and self-employed support within my immediate and wider Credit Operations team.
• Completing QA reviews on my team’s decisioning to ensure we are maintaining customer centric outcomes, whilst meeting regulatory requirements and maintaining bank risk appetite.
• Providing regular policy and risk coaching to members of my team.
• Delegated contact point for Stakeholders to discuss and review complex scenarios.
• Working with 1st and 3rd party distribution, Risk, LOB and other teams to work towards continuous improvement to strive towards providing great service and outcomes.
• Reviewing team data to help understand and develop potential areas of improvement within the wider Credit Team.
• Conducting Team meetings.
• Collaborating with leadership team to complete resource review, forecasting and planning.
• Foundation Leader Program is currently in progress.

Undertaking risk-based Credit Decisions at an application level across multiple platforms and brands.

• Providing high quality Credit Decisions enabled by a sound understanding of risk principles.
• Liaising with stake holders to discuss Credit Scenarios and provide policy support to enable high quality customer outcomes.
• Conducting regular engagements with Retail Lending teams to improve application submission quality.
• Providing self-employed SME support and training for Credit Managers and HFMs.
• Coaching and developing new Credit Team Members with system and Credit Training.
• Acting Team Leader, including running daily huddles, completing all daily AOM tasks including team verification, planning and performance review activities.
• Completion of 10 CSE Mortgage Operations training.
• Completion of AOM Insights Simulation Training.

• Access broker originated home loan applications within all segments on accreditation.
• Access varying income types including PAYG, Sole Trader, Partnerships, Simple C.
• Full credit assessment and communicate the outcome/recommendations to the broker.
• Adhere to credit policy to make informed decisions in the best interest of the Bank and customer.
• Develop and maintain relationships with brokers and internal stakeholders (Senior Credit, Sales Quality, Liaison, MSC, Lending Champions and Team leaders).
• Assess all applications with high productivity while maintaining a high-quality score and accurate attention to detail.
• Apply knowledge of SGB Group products, packages & credit rules to coach Mortgage Brokers as required on structuring a loan.
• Troubleshooting any issues regarding the progress of the loan.
• Weekly representation at Team Champion Meetings and presenting all lending, Supportpoint and relevant coaching updates to my team.
• Other opportunities beyond the assigned Credit Assessor role within the business include:

o Mentoring new starters within my team.

o Assisting in RAU

o Assisting the Team leader with problematic applications that have issues servicing, complaints and escalations.

o Coaching new launchpads.

o QA checks for new launchpads.

o Lending Champ checks for new launchpads when the Lending Champ queue was outside of SLA.

•Verifying documents and/or forms for signing and for settlement.
Ensure accurate documents are provided for credit assessors to minimise errors with lending
assessment. Such as identification documents, payslips, rates notice, bank/credit card statements and
other further required/related documents.
• Calculate and arrange for the application of any relevant statutory fees prior to settlement.
• Preparing or executing settlement, stamping, registrations or funding documentations.
• Processing transactions which may include preparation of entries.

•Verify documents as submitted by clients for their online home loan application. Including Identification
documents, payslips, rates notice, bank / credit card statements and other supporting documents.
• Request further documentation when required using Ubank's online home loan application tracker.
• Once applications have been approved by credit, order relevant valuation using Valex.
• Outbound calls to applicants to assist with home loan application.
• Actively participating in team leader's load and variance meetings.