KIKI FENG
BRIGHTON
Summary
Having been working in real estate and banking for more than eight years, I consider myself as a "people" person and always put service in priority.
Mortgage professional with proven record in client relationship management and mortgage processing. Known for high standards and achieving results through effective team collaboration and adaptability to changing needs. Recognized for problem-solving skills and strong customer service orientation.
In addition, I am a team player. I believe team work is the mutual relationship where everyone helps each other to maximise outcome/productivity. I am also a quick learner, adaptive and able to work autonomously, which means I can perform work under different working environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Mortgage Connect Officer
HSBC AUSTRALIA
11.2023 - Current
- Operate within a high-performing virtual team to deliver end-to-end mortgage support, serving both direct clients and third-party broker-referred customers.
- Drive home lending acquisition and customer retention by delivering tailored lending solutions, guiding applicants through application, settlement, and post-settlement processes.
- Provide proactive customer relationship management (CRM), maintaining consistent engagement to identify cross-sell opportunities, facilitate loan variations, and ensure long-term satisfaction.
- Manage full mortgage lifecycle including loan submissions, settlements, and variations (e.g., rate changes, term adjustments, restructures) to meet evolving customer needs.
- Managed a large pipeline of loans efficiently, prioritizing tasks based on deadlines and client needs.
- Recognized for consistently exceeding KPIs in settled loan volumes, customer satisfaction, and broker engagement metrics within a fully remote model.
- Build and maintain strong broker relationships, acting as a key point of contact to support accurate and high-quality submissions, increase referral volumes, and ensure timely communication.
- Collaborate closely with internal and external stakeholders including brokers, credit teams, mortgage operations, and compliance to ensure frictionless application flow and service delivery.
- Champion a customer- and partner-first approach, reinforcing HSBC’s reputation through relationship-driven service, stakeholder coordination, and seamless process execution.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
Customer Banking Specialist
COMMONWEALTH BANK OF AUSTRALIA
05.2022 - 08.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Established rapport with new clients to increase satisfaction and loyalty.
- Engaged customers in needs-based conversations to identify opportunities and address banking plans and personal/business needs.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Cross-sold wide range of services and products (credit cards, personal/business loans, home loans and other bank products.) to increase new business and expand existing customer relationships.
- Educated customers on online banking and mobile banking applications.
- Followed up with customers to gather feedback and provide additional assistance.
- Identified, marketed and recommended bank products and services to achieve individual sales.
- Working with various types of technology and software, collect customer feedback and made process changes to exceed customer satisfaction goals.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Followed through on risk and compliance processes and policies to safeguard customer assets, maintain privacy and act in best interest.
- Trained new hires on customer service policies and procedures.
Relationship & Project Manager
FLETCHERS REAL ESTATE
02.2018 - 02.2022
- Developed and implemented new sales strategies
- Maintain and manage database of clients
- Delivered sales presentations focused on offerings and unique advantages over competitors.
- Built and established strong partnerships with teams, vendors and partner agents.
- Manage relationship with channel agents and promote exclusive projects & listings to generate sales
- Exclusive listing authority with individual vendor and managing relationship and negotiation to close sales
- Provide project briefings and organize marketing materials, open inspections for channel agents and sales team
- Assist with project listing and launching sales campaign, marketing strategy and events
- Ensure compliance of real estate policies, guidelines and laws
- Hired and trained talented employees to build valuable, skilled sales team.
Property Consultant
HARCOURTS REAL ESTATE
06.2017 - 01.2018
- Property routine inspection and generating report
- Prospecting call to potential clients
- Accompany buyers throughout visits to and inspections of possessions
- Generate lists of properties that are well-matched with buyers' needs
- Advise clients on marketplace conditions, prices and mortgages
- Prepared contracts, SOI and leasing documents.
- Coordinated property tours and communicated with buyers to assist with inspections and appraisals.
Education
Master of Commerce -
RMIT University
Melbourne, VIC12.2016
Bachelor of Accounting -
Holmes Institute
Melbourne, VIC06.2014
Skills
- Sales Generation
- Fast-learner
- Goal oriented
- Customer Relationship Management
- Banking & Mortgage Product Sales
- Loan processing
- Complex Problem-Solving
- Multi-task in fast paced environment
- Attention to detail
- Teamwork and collaboration
- Tech-Savvy
- Verbal and Written Communication
Certification
- REIV - Real Estate Agent Representative
- Certificate III in Financial Services
Languages
Fluent English
Native Chinese - Mandarin
Timeline
Mortgage Connect Officer
HSBC AUSTRALIA
11.2023 - Current
Customer Banking Specialist
COMMONWEALTH BANK OF AUSTRALIA
05.2022 - 08.2023
Relationship & Project Manager
FLETCHERS REAL ESTATE
02.2018 - 02.2022
Property Consultant
HARCOURTS REAL ESTATE
06.2017 - 01.2018
Master of Commerce -
RMIT University
Bachelor of Accounting -
Holmes Institute
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