Lauren Hawes
Launceston,TAS
Summary
KYC Specialist at Westpac Banking with a proven track record in AML compliance and customer identification. Leveraged excellent communication and critical thinking skills to enhance customer satisfaction and mitigate compliance risks. Successfully developed risk assessment models, contributing to improved operational efficiency and safeguarding the organization's reputation.
Overview
10
10
years of professional experience
Work History
KYC Specialist
Westpac Banking
11.2022 - Current
- Follow all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Maintained up-to-date knowledge of applicable laws and regulations
- Provided exceptional customer service during client interactions, addressing inquiries promptly while safeguarding sensitive information securely.
- Improved efficiency in customer due diligence procedures with thorough knowledge of regulatory requirements and standards.
- Conducted comprehensive risk assessments for high-risk clients, mitigating potential threats to the organization''s reputation and finances.
- Effective communication with customers to determine organisational structures.
- Reduced risk exposure by diligently reviewing client information for potential red flags and escalated issues as necessary.
- Kept informed regarding pending industry changes, trends or best practices.
Home Lending Interest Only Retention Specialist.
Westpac Banking
03.2020 - 11.2022
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
Mortgage Retention Specialist
Westpac Banking
01.2016 - 03.2020
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
Skills
- Customer identification
- AML compliance
- Transaction monitoring
- Document verification
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Adaptability and flexibility
- Extensive Westpac product knowledge (housing loans, personal loans, credit cards, bank accounts)
- Time management
- Decision-making
- Attention to detail
- Teamwork and collaboration
Timeline
KYC Specialist
Westpac Banking
11.2022 - Current
Home Lending Interest Only Retention Specialist.
Westpac Banking
03.2020 - 11.2022
Mortgage Retention Specialist
Westpac Banking
01.2016 - 03.2020
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