KRISTY MCRAE
Frankston,Australia
Summary
Diligent Leader with a strong background in all aspects of banking. Streamlined processes and improved efficiency, resulting in enhanced customer satisfaction and increased profitability. Skilled in team leadership and operational strategy, consistently driving high-performance outcomes. A results-oriented professional committed to delivering exceptional service and driving organizational success.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Relationship Manager
Bendigo Bank
12.2024 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Assisted clients in selecting the best loan product to meet their financial needs and goals.
- Ensured compliance with industry regulations and company policies when processing loan applications.
- Managed multiple loans simultaneously while maintaining high levels of organization and attention to detail.
- Educated first-time homebuyers on available resources such as down payment assistance programs or low-interest loans tailored to their unique circumstances.
- Increased customer satisfaction by providing expert guidance on home loan products and processes.
- Enhanced company reputation by delivering exceptional service that resulted in numerous positive client reviews.
- Improved efficiency within the team by sharing best practices and contributing to ongoing training initiatives.
- Conducted thorough reviews of loan files, identifying potential issues early in the process to avoid delays.
Branch Operations Manager
Bendigo Bank Dromana and 21C to Company Manager
10.2022 - 12.2024
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Examined customer loan applications for loan approvals and denials.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Home Lending Specialist, Branch Manager and Local Business Manager
Bendigo Bank Rosebud
10.2019 - 10.2022
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
- Managed a diverse portfolio of loans across various sectors, demonstrating versatility and adaptability within the lending specialist role.
- Enhanced loan application approval rates by conducting thorough credit analyses and evaluating borrower''s financial status.
- Exceeded monthly lending targets consistently, demonstrating strong sales acumen and commitment to organizational objectives.
- Assisted colleagues in managing complex loan applications, expediting processing time and ensuring timely approvals.
- Implemented risk mitigation strategies during loan evaluation processes, safeguarding the institution''s interests and minimizing potential losses.
- Improved customer satisfaction by delivering personalized loan consultation services tailored to individual financial needs.
- Streamlined the lending process for clients, guiding them through document preparation and submission requirements.
- Monitored pipelines to track and log status of loans.
- Processed loan applications and monitored progress from start to finish.
- Developed and maintained relationships with customers, lenders and other third parties.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
Home Lending Specialist, Personal Lending Specialist and Customer Service Roles
National Australia Bank (NAB)
09.2011 - 10.2019
- Excellent performance reviews, consistently being rated as ‘exceeding expectations’
- Multiple internal awards based on performance and behaviour
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
- Exceeded monthly lending targets consistently, demonstrating strong sales acumen and commitment to organizational objectives.
- Assisted colleagues in managing complex loan applications, expediting processing time and ensuring timely approvals.
- Enhanced loan application approval rates by conducting thorough credit analyses and evaluating borrower''s financial status.
- Conducted regular training sessions for junior staff members, imparting valuable industry insight and improving overall team efficiency.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Maintained up-to-date knowledge of industry regulations and compliance standards, ensuring accurate and legally compliant lending practices.
- Monitored pipelines to track and log status of loans.
- Processed loan applications and monitored progress from start to finish.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
Hairdresser
Various including own business
10.1994 - 04.2011
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Enhanced client satisfaction by providing personalized hair consultations and recommending suitable styles.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Promoted a safe work environment by adhering strictly to sanitation guidelines set forth by state regulations and salon policies.
- Developed strong rapport with clients through excellent communication skills, resulting in referrals and positive reviews.
- Managed appointment scheduling efficiently, maximizing daily bookings while minimizing wait times for clients.
- Boosted salon revenue by upselling hair care products and services based on individual client needs.
- Attended industry seminars and workshops to stay current on the latest trends and techniques in hairstyling.
- Mentored junior stylists, sharing expertise in advanced cutting, colouring, and styling methods.
Education
Certificate IV - Hairdressing
Box Hill Institute of TAFE
Melbourne, VIC10-1996
Skills
- Building and maintaining strong customer relationships
- Engaging and working together with a team to meet common goals
- Strong work ethic
- Opening and closing procedures
- Staff supervision
- Compliance reporting
- Employee development
- Sales management
- Customer service
- Strong team-builder
- Coaching and mentoring
- Interviewing and hiring
- Banking
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 22 staff members.
Certification
- Secured and unsecured lending accreditation
- AFSL Tier2 accreditation
- General insurance and mortgage protection insurance accreditation
- Inspire Sales, Sales Leadership and Management accreditation
- Certificate III in Hairdressing
- Certificate III in Retail Operations
- Victorian Certificate of Education (1992)
Languages
English
Native or Bilingual
Timeline
Customer Relationship Manager
Bendigo Bank
12.2024 - Current
Branch Operations Manager
Bendigo Bank Dromana and 21C to Company Manager
10.2022 - 12.2024
Home Lending Specialist, Branch Manager and Local Business Manager
Bendigo Bank Rosebud
10.2019 - 10.2022
Home Lending Specialist, Personal Lending Specialist and Customer Service Roles
National Australia Bank (NAB)
09.2011 - 10.2019
Hairdresser
Various including own business
10.1994 - 04.2011
Certificate IV - Hairdressing
Box Hill Institute of TAFE
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