Ken Hew
Sydney,NSW
Summary
An experienced professional with over eight years as a business owner in the Financial Services industry. A genuine networker with a positive attitude who nurtures relationships to create powerful and lasting collaborative work relationships.
Drawing a further seven years experience in customer service within the Superannuation industry. With diverse roles including a team leader in a dynamic contact centre environment, mentoring a team of 8-10 to successfully achieve KPIs. A project coordinator resolving complex problems and deliver customer experience initiatives and innovative improvement strategies. Lastly, a training and development coordinator introducing new processes to deliver and assess new staff onboarding.
Friendly and strong decision maker who values honesty and integrity. Driven to find creative sustainable solutions to achieve business objectives, customer experience and financial restraints.
Overview
16
16
years of professional experience
Work History
Loan Writer
Unisys
12.2022 - Current
- Assess clients' financial data to determine loan suitability.
- Communicate with clients, processing teams and other third parties to achieve prompt loan closings.
- Analyse loan applications and credit reports to determine loan eligibility and risk level.
- Built strong relationships with internal departments to foster collaborative approach to obtain solutions for customers.
- Prioritise work with competing urgency and importance to ensure completion of tasks in timely manner.
- Introduced effective call checklist which team members adopted and increased their quality scores.
- Navigate intricate challenges and assist clients with loan approval.
- Provided basic IT support for team members which reduced down time to stay productive.
Mortgage Broker
Avvora Finance
09.2014 - 12.2022
- Conducted meetings with clients to assess their financial position and goals.
- Identify and address key challenges with clients scenario for home loan approval.
- Model scenarios for clients to identify next steps to achieve their goals.
- Researched lenders and credit policy for home loan suitability.
- Present home loan options to client and collect supporting document.
- Prepare, package and submit home loan applications with home loan cover sheet identifying reasons for loan approval.
- Communicate with client, lender and solicitors to ensure settlement is on track and completed.
- Build relationships with property service providers to build referral networks.
- Create short video content covering market updates for social platforms.
- Manage content creators for social media posts.
Senior Project Coordinator
Superpartners
02.2013 - 07.2015
- Identify and remove obstacles to improve customer experience.
- Identify and implement process improvement to increase accuracy and ease of tasks for contact centre staff.
- Data mine contact centre call logs to find opportunities to increase NPS (Net Promoter Score).
- Improve call centre efficiency by identifying and resolving root cause issues for repeat customer interaction.
- Create and administer reward and recognition programs to increase contact centre performance.
Team Leader
Superpartners
02.2011 - 02.2013
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Implemented new working processes to deliver multiple improvements.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Training and Development Coordinator
Superpartners
05.2010 - 02.2011
- Compiled training handbook and related course materials.
- Conducted onboard training for new staff with no industry experience.
- Created practical call simulation assessments to increase new staff readiness to assist customers.
- Provide updates to contact centre manager on new staff training performance.
- Create and conduct additional training modules for trainees who show knowledge gaps during training.
Senior Customer Service Consultant
Superpartners
09.2009 - 02.2011
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Service Consultant
Superpartners
04.2008 - 09.2009
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Employed prescribed sales processes to cultivate strong customer relationships.
Debt Collector
ACMS
11.2007 - 05.2008
- Manage portfolio of approximately 1200 debtors with an estimated value of $3 million dollars.
- Negotiate settlement of outstanding debts.
- Organised a systematic approach to cycling through the portfolio to settle more debts.
- Settled a $35,000 debt account smashing the annual target in one month.
Education
Certificate IV - Finance And Mortgage Broking
Kaplan
Sydney, NSW2013
Diploma - Financial Planning
Pinnacle Financial Services Academy
Sydney NSW2009
Skills
- Leadership
- Building collaborative networks
- Nurturing staff development
- Process improvement
- Customer experience
- Complex problem solving
- Decision maker
- Task prioritisation
- Proficient with IT
Hobbies
In my past-time I enjoy creating and performing music. I perform covers weekly at a local cafe every Saturday and write songs on the guitar or piano. I'm learning to play the drums to explore rhythm for my songwriting.
Timeline
Loan Writer
Unisys
12.2022 - Current
Mortgage Broker
Avvora Finance
09.2014 - 12.2022
Senior Project Coordinator
Superpartners
02.2013 - 07.2015
Team Leader
Superpartners
02.2011 - 02.2013
Training and Development Coordinator
Superpartners
05.2010 - 02.2011
Senior Customer Service Consultant
Superpartners
09.2009 - 02.2011
Customer Service Consultant
Superpartners
04.2008 - 09.2009
Debt Collector
ACMS
11.2007 - 05.2008
Certificate IV - Finance And Mortgage Broking
Kaplan
Diploma - Financial Planning
Pinnacle Financial Services Academy
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