Lana Burns

• Reviewing conditionally approved loans before formal approval is given by credit officer.
• Quality assurance for settlement tasks.
• Handling complex loan and settlement enquiries from sales staff within the bank.
• Expert in loan structures, lending policy and settlements.
• Scheduling fortnightly rosters for a team of nine staff.
• Assisting the business with the implementation of a new broker aggregator partnership pilot and NextGen procedures.
• Solving complex broker queries for the broker BDMs to ensure broker files are not delayed.
• Assisting the Sales Team to meet their monthly funding targets.
• Training staff in discharges, reviewing loan applications prior to approval and pre settlement issues.
• Escalation management for urgent settlements.

• Settlement booking PEXA/Paper for every state of Australia.

• Processing solicitors certificates for banks.

• Correspondence with brokers and bank lenders.

• Preperation of settlement instructions and cheques.

• Reviewing mortgages and loan documentation

• Management of my own pipeline (eg. 25 settlements per day + 10 bookings + emails & phone calls to brokers and banks)

• Balancing and reconciling loan funds internally and in PEXA.

• Settling files via PEXA for ME Bank, Pepper Finance, Bendigo & Adelaide Bank, Heritage Bank & CitiBank.

• Creating and issuing loan documentation including mortgages, LOOS, corporate and personal guarantees etc
• Reviewing SMSF Trust Deeds & Bare Trust Deeds.
• Certifying loan documentation once it's returned from the client
• Ensuring all documentation is received and in line with in house policy as well as NCCP
• Settlement booking PEXA/Paper for every state of Australia
• Balancing PEXA workspaces as well as shortfall collection
• Processing Land Titles Office Requisitions
• Post settlement documentation and admin work.

• Ordering security packets from our title custodian
• Liaising with panel solicitors in organization of the lost title application processes
• Escalation management for urgent settlements
• Assessing partial discharge assessments according to internal credit policies
• Arranging equity releases during partial discharge assessments
• Calculating payout figures for discharging home loans
• Reconciling internal suspense accounts against discharged home loans
• Ordering title searches
• Ordering and assessing property valuations
• Including AVM, desktop, residential short and long form valuations
• Liaising with conveyancers, brokers and other financial institutions when organizing settlements and documents.

• Liaised daily with the internal home loan settlements team & panel solicitors to complete disbursement of all brand new home loans
• Checking solicitor certificates against internal loan information
• Managed reconciliation of internal banking suspense accounts
• Performed MIP, funds traces and recall processes according to the Australian ePayments Code
• Managed and archived quality documentation and participated in internal and external quality audits, including but not limited to process writing new Banking Code of Practice regulations
• Managed direct entry processes daily.

• Complied with regulatory requirements, including ASIC & APRA
• Originated, reviewed and processed customer loan proposals
• Created strategies to develop and expand existing customer sales, which resulted in 25% increase in annual sales
• Performed payroll responsibilities by correcting any variances and scheduling conflicts
• Improved productivity of customer service team by leading training initiatives and revamping schedules
• Adherence to a strict schedule to utilize maximum time for sales each day. (split day, 4 hours WFH, 4 hours on site)
• Regularly following up with clients to make sure their needs are met and the customer service that is delivered is impeccable.
• Quality assurance for a team of 14 lenders. I was responsible for listening to 1 loan sales call including application and 1 service call each week for each of my staff and provide feedback accordingly.
• Regular stakeholder meetings to ensure we are tracking well for business targets.

• Offered advice and assistance to customers, paying attention to special needs or wants
• Regularly exceeded daily sales and product add-on quotas
• Answered customer telephone calls promptly to avoid on-hold wait times
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs andresolving concerns
• Evaluated account and service histories to identify trends, using data to mitigate future issues.