Kevin Le
glebe,NSW
Summary
Motivated professional experienced in overseeing and coordinating organisational operations across multiple departments. Well-versed in process optimisation, performance management, and team coordination. Adept at developing and implementing strategies to improve efficiency, reduce costs and increase profitability. A motivated, collaborative leader with excellent problem-solving, communication and interpersonal skills.
Overview
9
9
years of professional experience
Work History
Customer Care & Settlements Officer
Finsecure
08.2025 - 01.2026
- Analyzed operational data to identify trends, making recommendations for process improvements.
- Executed strategic planning sessions that aligned departmental goals with organizational objectives.
- Coordinated with multiple branches to streamline operations, enhancing overall response times.
- Maintained database systems to track and analyze operational data.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
Business Banking Associate, Merchant services
Commonwealth Bank
06.2024 - 07.2025
- Established and nurtured connections with prospective clients through the delivery of exceptional customer service;
- Offered technical support for Merchant Facilities as required; and
- Maintained accurate records of all client interactions utilizing CRM software systems.
Customer Service Specialist CMS and Aftercare
Commonwealth Bank
03.2023 - 06.2023
- Updated and maintained database with accurate customer information and ensured timely data entry;
- Provided personalised customer service to resolve issues on customer accounts;
- Interacted with customers in a courteous and respectful manner, using appropriate methods and problem-solving skills to address their issues effectively;
- Adhered to corporate and regulatory policies regarding information confidentiality and privacy. Developed and maintained a working knowledge of internal policies, procedures, and services to effectively address customer issues; and
- Investigated and researched issues to determine root causes and appropriate resolution methods.
Credit Analyst
Balmain Corporation NB
12.2021 - 01.2023
- Undertaking due diligence in accordance with the company's credit policies and procedures
- Ensuring all relevant financial and legal documents have been supplied to support the loan application process
- Collating supporting documents, including reviewing & interpreting financials, tax returns and valuation reports
- Conducting and interpreting searches i.e Credit reports company, guarantors and title searches etc Following industry regulations and company policy in relation to file record saving procedures and compliance requirements
- Interacting with brokers and clients on a daily basis and following up for further information as required
- Managing pipeline of incoming loan submissions on a day-to-day basis
- Attending and actively contributing to team meetings
- Contributing towards ensuring processes are streamlined and efficient
- Ordering valuations and managing valuation checklists
- Preparing loan instructions for solicitors
- Liaising with solicitors to ensure loans are instructed efficiently
- Provide outstanding customer service to SMEs regarding their enquiries.
Secondment - Team Leader
Westpac
01.2021 - 10.2021
- Motivated team to achieve optimal results through effective communication and interpersonal skills;
- Mentored junior staff by providing advice on how to handle challenging situations effectively;
- Created clear roles and responsibilities for each member of the team based on strengths and weaknesses;
- Assessed individual performance regularly against established metrics and provided constructive feedback accordingly;
- Coached individuals to develop their technical knowledge as well as soft skills such as communication, teamwork;
- Assisted in the recruitment and onboarding of new team members;
- Facilitated regular meetings with the team to discuss progress towards goals and identify areas for improvement; and
- Ensure consistent and accurate information delivery to all internal and external stakeholders.
Business Banker
Westpac
07.2018 - 10.2021
- Deliver high-quality customer service in a Contact Centre environment Determining customers' goals and aspirations through quality conversations and deepening customer relationships at every interaction;
- Engage in quality consultative conversations with clients to understand their needs and cross-sell opportunities to distribute the Banks product and service offerings;
- Unlocking new home lending needs by identifying opportunities within existing portfolios, working with aligned Bankers to generate new referrals, local business generation activities and targeted marketing strategies and activities;
- Ensuring the highest level of customer satisfaction and service is achieved by accurate and timely processing of all lending applications;
- Educating customers on new technologies and tools that will enhance their banking experience Comply with established bank and external policies and procedures to ensure the confidentiality and security of bank and client assets and information; and
- Act Manager assistant and send out weekly stats and report.
Secondment - Knowledge Experts/Facilitator
Westpac
01.2020 - 01.2021
- Demonstrated excellent problem-solving and decision-making skills in resolving any difficult issue that phone agent put into the team chat;
- Manage and resolve any complaints that arises;
- Resolved problems and escalated high-level issues to the correct team within establish timeframes;
- Suggested changes to standard operational and working practices, providing leadership needed to develop and implement continuous improvements; and
- Take responsibility for managing customer complaints and escalations until a resolution is reached.
Lending Officer
Valiant Finance
11.2017 - 06.2018
- Review and assess a broad range of business credit loan applications;
- Liaise with Clients, Banks, Solicitors, real estate agents, accountants and other parties;
- Completing serviceability assessment with various lenders
- Work closely with the sales team and brokers Management of mortgage documents and settlement process;
- Providing ongoing support to Valiant Finance clients;
- Building & maintaining relationships with internal & external stakeholders; and
- Ensure service and quality standards are met.
Client Service Officer
The Bradford Exchange
11.2016 - 11.2017
- Provide world-class frontline customer service interactions and operations that meet and exceed the number of customer experience targets;
- Manage interactions over the phone, email, live chat and web forms;
- Complete various administrative tasks;
- Following up with customers to ensure high levels of satisfaction and determine future requirements;
- Ensure all customer interactions are recorded in the system with details of the inquiry, comments and actions taken;
- Effectively promote and cross-sell Bradford Exchange products; and
- Ensure consistent and accurate information delivery to all internal and external stakeholders.
Education
Bachelor of Economic - International Trade and Finance
University of Western Sydney
04.2014
Skills
- Excellent written and oral communication skills
- Negotiation & Influencing
- Planning & Coordination
- Customer Relations
- Good Communication Skills
- Conflict Resolution
- Motivating Teams
- Time Management
AWARDS
Star Award at Westpac for outstanding Teamwork, Gem Award at Westpac for outstanding Customer Service, Call of The Month Award x 3 at Westpac, Customer Service and Cross Sale of The Month Award x 12 at The Bradford Exchange
Timeline
Customer Care & Settlements Officer
Finsecure
08.2025 - 01.2026
Business Banking Associate, Merchant services
Commonwealth Bank
06.2024 - 07.2025
Customer Service Specialist CMS and Aftercare
Commonwealth Bank
03.2023 - 06.2023
Credit Analyst
Balmain Corporation NB
12.2021 - 01.2023
Secondment - Team Leader
Westpac
01.2021 - 10.2021
Secondment - Knowledge Experts/Facilitator
Westpac
01.2020 - 01.2021
Business Banker
Westpac
07.2018 - 10.2021
Lending Officer
Valiant Finance
11.2017 - 06.2018
Client Service Officer
The Bradford Exchange
11.2016 - 11.2017
Bachelor of Economic - International Trade and Finance
University of Western Sydney