Lauren Carmody

Client Relationship Management

* Built strong relationships with clients and provided tailored financial solutions based on their needs and objectives.

Regulatory Compliance

* Ensured adherence to relevant finance legislation, Council policies, AML/KYC Policy's and bank guidelines.

Loan Processing

* Conducted thorough reviews of loan documentation, including:

* Payslips, tax returns (personal and different business entity's)

* Profit and loss statements, trust deeds, title searches

* Construction plans, building permits, and valuations (including those from Valex, RP Data Hub, and local/national valuation firms)

* Council documents (including zoning certificates, building requirements, and development applications)

Financial Analysis

• Accurately calculated stamp duty costs.

• Identified optimal product pricing.

• Verified payslips, employment contracts, individual and company tax returns, bank statements, building contracts, council documents, and insurance policies.

Market Insight

• Stayed updated on industry trends and provided expert advice.

Problem-Solving

• Identified and resolved issues within the loan process.

Data Analysis

• Utilised advanced property data platforms for comprehensive property analysis.

Operational Support

• Assisted with branch operations, including reconciliations and general ledger tasks.

Communication Skills

• Effectively communicated with clients, lenders, and internal/external stakeholders.

Attention to Detail

• Ensured accuracy for compliance in all tasks, including verifying payslips, employment contracts, individual and company tax returns, bank statements, building contracts, council documents, and insurance policies.

Adaptability

• Quickly adapted to changing priorities and work environments.

Continuous Learning

• Actively sought out industry insights to enhance knowledge and skills.

Property Valuations

• Ordered and reviewed different forms of valuation types from various providers, including Valex, RP Data Hub, and local/national valuation firms, to complete accurate property assessments.

Due Diligence

• Conducted thorough due diligence on property purchases, including reviewing exchange contracts of sale to identify transferable information required for loan security.

Stakeholder

• Worked closely with a diverse range of stakeholders, including clients, lenders, conveyancers, valuers, builders, council authorities, and internal teams, to achieve seamless loan processing and client satisfaction.

Efficiency and Time Management

• Adhered to daily operational rhythms and effectively managed time to ensure timely completion of all tasks, minimizing delays and maximizing productivity.

Adaptability and Efficiency

• Demonstrated a strong ability to quickly learn new policy or, work independently and as part of a team, and efficiently utilize multiple tools and systems to achieve optimal outcomes.

Title Search Diligence

• Accurately recorded and identified on title search via SAI Global with the following information:

* Existence of caveats

* Registered mortgage dealings

* Property ownership details

* Date of the last title update

* Any easements, dwelling entitlements, or boundary issues impacting the property

Title and Zoning Assessments

• Analysis council documents, property valuations, and title searches to determine on all properties used as security:
• Any restrictions on dwelling entitlements
• Applicable zoning regulations
• The property's income-generating capacity or non-income status

Problem-Solving

• Identified and resolved potential roadblocks, such as credit issues, complex financial situations, or changing market conditions that could impact the loan application.

Communication

• I take pride in my communication skills with all clients and stakeholders, both written and verbal, to explain complex financial concepts clearly.

• Managed the end-to-end home buying process for clients.

• Provided tailored financial advice and supported all banking needs.

• Opened new products and services tailored to the customers' needs and objections.

• Provided quotes and fulfilled home insurance and car insurance.

• Opened and maintained various bank products and services.

Business Development & Stakeholder Management:

• Built strong relationships with key stakeholders (real estate agents, conveyancers, etc.).

• Engaged in community outreach and networking.

• Managing the home lending pipeline and achieve targets/KPI’s.

Regulatory Compliance & Professional Development:

• Ensured adherence to all relevant financial regulations and policies.

• Maintained professional certifications and completed ongoing CPD.

Team Leadership & Training:

• Provided support and training to other branches.

• Coached lenders and branch managers on policies and procedures.

• Conducted regular training sessions for lenders.

Operational Excellence:

• Provided excellent customer service and resolved client complaints.

• Responded promptly to inquiries and proactively engaged with potential clients.

• Adhered to operational procedures and maintained high efficiency.

Market Knowledge & Analysis:

• Stayed updated on financial and real estate market trends.

• Conducted market analysis to identify opportunities and challenges.

• Led a customer service team, providing guidance and support to ensure high-quality service.
• Addressed and resolved customer complaints effectively, always aiming for a positive outcome and maintaining customer satisfaction.
• Provided coaching to team members, offering constructive feedback based on observations of their outbound and inbound calls.
• Conducted regular training sessions on system usage, ensuring all team members were proficient and up-to-date.
• Facilitated role-play exercises to demonstrate best practices and encourage continuous improvement.
  - Monitored and managed the call center's Average Handling Time (AHT), implementing strategies to keep it above target.
• Motivated the team to achieve successful outcomes, fostering a positive and productive work environment.
• Liaised with collection agencies as needed, ensuring all matters were handled professionally and promptly.
• Processed manual bulk refunds and payments, maintaining accurate records and ensuring customer satisfaction.
• Developed and implemented sales strategies to drive revenue growth, leveraging my strong understanding of customer needs and market trends.