Leah Baker
Bunbury,WA
Summary
Dynamic leader with a proven track record at Bank of Queensland, enhancing branch operations and risk management. Skilled in audit preparation and excelling in team leadership, I've driven initiatives that significantly improved compliance and customer satisfaction. My approach blends strategic business development with strong interpersonal skills, fostering robust client relationships and team cohesion.
Overview
23
23
years of professional experience
Work History
Bank Branch Manager
Bank of Queensland
Bunbury, WA
12.2017 - Current
- Control branch risk and compliance with regular internal audits and completing regular quarterly branch control reviews for all areas of compliance, including: Customer & Account Origination, Distribution of Products, People & WHS, Cash Management & Security, Transactions, Fieldwork & Compliance Culture
- Control branch Risk Reviews & action plans
- Conducted team meetings regularly to discuss policy & procedure updates
- Weekly Authorisation of NTB onboarded customers & new accounts
- Completed necessary Personal Development training & courses for job role
- Conducted frequent training sessions with team members.
- Weekly lending tracking & KPI reporting
- Lending file quality checks
- Retail home loan applications, personal loans & Credit Cards (Interview to Settlement)
- Assisted with Commercial lending applications (processing of EF & Business loans)
- Loan & account maintenance for customers
- Complex lending applications (Non-personal lending, Self-employed income, complex lending structures)
- Analyzed financial statements, loan applications, and credit reports to determine customers' eligibility for loans.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Monitored daily activities within the branch including cash flow management, teller transactions, account openings and closings.
- Served as a liaison between customers and upper management when needed for complex matters or disputes resolution.
- Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
- Created strategies for improving customer satisfaction levels at the branch.
- Coordinated preparation of external audit materials and external financial reporting.
- Assisted in developing marketing plans for new products and services offered by the bank.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Conducted regular meetings with employees to discuss goals and performance issues.
- Managed the day-to-day operations of the branch including scheduling, staffing, budgeting.
- Managed relationships with tax authorities, bankers and auditors.
- Disciplined employees to encourage compliance with company policies and procedures.
- Resolved customer complaints promptly and efficiently while ensuring excellent customer service standards.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Located and suggested loan packages that met client needs and priorities.
- Developed loan contracts and explained contract terms to clients.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Participated in training sessions designed to improve knowledge and skills related to lending practices.
- Evaluated requests for modifications or extensions of existing loan agreements.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Prepared and submitted loan documents to relevant parties for review and approval.
- Maintained accurate records of all transactions to ensure compliance with internal policies and procedures.
- Utilised various software and tools to streamline processes and optimize performance.
- Analysed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Regular contact with Settlement agents to ensure a smooth Settlement process for Customers.
- Maintained consistent communication with Accountants & Real Estate agents.
- Supported local business by sponsoring and attending local events.
Administration Assistant
The Apprentice & Traineeship Company
Bunbury, WA
04.2008 - 04.2014
- Assisted with preparation of quarterly and year-end financial statements related to payroll activities.
- Set up new employees in the payroll system ensuring all paperwork was completed accurately.
- Kept operations in compliance with requirements by applying knowledge of applicable regulations, legal statutes, and tax code information.
- Managed payroll and time and attendance systems.
- Entered corrected records into software and added additional adjustments as required.
- Compiled statistics, statements and reports on pay and benefits to submit to department heads.
- Developed procedures that improved efficiency in the payroll department.
- Reviewed timesheets for accuracy prior to processing payroll runs.
- Provided pay-related information to employees and managers on benefit plans, tax issues and collective bargaining provisions.
- Maintained confidentiality of sensitive payroll documents and records.
- Maintained up-to-date knowledge of applicable employment laws including those pertaining to wages and overtime rules.
- Processed payroll data and maintained accurate records of employee time, wages, deductions, taxes, benefits, and other information.
- Developed and implemented administrative procedures to improve operational efficiency.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Provided HR administrative assistance to management team.
- Directed and oversaw office personnel activities.
- Organized and maintained filing systems for confidential documents, correspondence, and reports.
- Developed new filing systems to improve accuracy of document retrieval processes.
- Reviewed and approved vendor invoices.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Provided administrative support to department staff including typing letters and reports; preparing mailings; photocopying; collating; faxing; scanning documents.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
- Supported senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Assisted in the preparation of budgets by collecting data and inputting information into spreadsheets.
- Maintained positive working relationship with fellow staff and management.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Updated and maintained databases with current information.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Aquatic & Recreation Officer
Shire of Derby
Derby, WA
04.2007 - 04.2008
- Scheduled and coordinated events and activities.
- Ordered supplies necessary for running the facility including chemicals, towels and floats.
- Checked pool equipment and area daily to spot and correct safety issues.
- Participated in community outreach programs to promote swimming lessons or other services offered by the pool.
- Planned, organised or led exercise routines, athletic events or arts and crafts.
- Inspected swimming areas regularly for water quality, equipment conditions and safety hazards.
- Organized special events such as swim meets, competitions and parties at the pool facility.
- Maximized guest protections by coordinating effective policies for areas such as guest monitoring and chemical applications.
- Administered first aid in emergency situations.
- Provided guidance to junior staff members on how best to perform their duties.
- Provided emergency medical care when needed.
- Scheduled regular maintenance for the pool area to keep it running properly.
- Identified and proposed repairs, annual maintenance and upgraded items.
- Managed pool pump back-washing, cleaning baskets and filters and vacuuming pool.
- Conducted lifeguard training sessions on water rescue techniques, first aid procedures and CPR certification requirements.
- Monitored swimmers' activities to prevent accidents or injuries from occurring.
- Enforced all pool rules and regulations in a courteous manner.
- Coordinated smooth pool opening at start of each season and managed shutdown at end of summer.
- Communicated with customers to convey information about events or activities.
- Maintained updated knowledge through continuing education and advanced training.
- Coached and encouraged participants during exercises and routines.
- Explained and demonstrated fitness and conditioning techniques and movements.
- Instructed classes in accordance with established curriculum standards.
- Developed and implemented comprehensive athletic programs aligning with institutional goals.
- Initiated creative ideas and kept recreation programs entertaining and refreshing.
Business Development Officer
The Apprentice & Traineeship Company
Bunbury, WA
03.2002 - 03.2007
- Processed paperwork associated with enrolling program participants into various training programs or apprenticeships.
- Ensured compliance with relevant regulations and laws governing apprenticeships.
- Developed relationships with educational institutions for internships and apprenticeships opportunities.
- Coordinated with local businesses to offer internships or apprenticeships for adult learners.
- Developed partnerships with business organizations or government agencies that offer apprenticeships or other job-related experiences.
- Developed training materials for assigned apprenticeships, including handouts, presentations, and online resources.
- Counseled students individually or in small groups regarding career exploration activities such as internships or apprenticeships.
- Advised students on post-secondary options including universities, colleges, trade schools, apprenticeships .
- Encouraged clients to participate in local workforce development programs, such as internships or apprenticeships.
- Monitored student progress throughout their apprenticeships and provided feedback to both students and employers.
- Identified areas for improvement within existing apprenticeships based on feedback from employers.
- Created networks with local businesses in order to facilitate access to internships or apprenticeships that could lead to full-time positions.
- Oversaw staff by delegating work and reviewing individual performance.
- Listened to customer needs to identify and recommend best products and services.
- Greeted and assisted customers to foster positive experiences.
- Provided regular reports on business development activities and results to senior management.
- Traveled throughout assigned territory to call on regular and prospective clients to grow and maintain relationships.
- Organized and participated in industry events, conferences, and networking opportunities to promote the company.
Education
High School Diploma -
Bunbury Catholic College
Bunbury, WA12-2001
Some College (No Degree) - Certificate II in Business
The Apprentice & Traineeship Company
Bunbury, WASome College (No Degree) - Certificate III in Business
The Apprentice & Traineeship Company
Bunbury, WASome College (No Degree) - Certificate IV in Business
The Apprentice & Traineeship Company
Bunbury, WASome College (No Degree) - Pool Managers Certificate
Royal Life Saving Society
Perth, WASome College (No Degree) - Senior First Aid
Royal Life Saving Society
Perth, WASome College (No Degree) - Bronze Medallion
Royal Life Saving Society
Perth, WASome College (No Degree) - Pool Lifeguard
Royal Life Saving Society
Perth, WASome College (No Degree) - Perform CPR
St John Ambulance
Bunbury, WASome College (No Degree) - Elementary Medical Terminology
AMA
OnlineSome College (No Degree) - Teir 2 Accreditation Program
Bank of Queensland
Bunbury, WASome College (No Degree) - Branch Authoriser
Bank of Queensland
Bunbury, WASkills
- Audit preparation
- Branch marketing
- Teller auditing
- Investment advisory
- Operations management
- Loan origination
- Credit analysis
- Cash handling expertise
- Business development expertise
- Expert in risk management
- Excels in team leadership
- Policy formulation
- Relationship building and management
- Bank security expert
- Customer relationships
- Financial advising
- Staff training
- Information security
- Sales development
- Loans
- Excellent time management skills
- Knowledge of equifax application engine
- Team player
- Loan documentation
- Reporting
- Business planning
- Employee development
- Key performance indicators
- Excellent work ethic
- Interviewing and hiring
- Strong interpersonal skills
- Training and development
- Risk analysis
- Cash handling
- Risk mitigation
- Human resources
- Financial administration
- Employee monitoring
- Strong team-builder
- Staff management
- Branch operations management
- Team supervision
- Event planning
Professional & Personal References
Mark Warren
Owner Manager - Bank of Queensland
Phn: 0427 019 144
Chloe Ballard
Phn: 0424 070 906
Timeline
Bank Branch Manager
Bank of Queensland
12.2017 - Current
Administration Assistant
The Apprentice & Traineeship Company
04.2008 - 04.2014
Aquatic & Recreation Officer
Shire of Derby
04.2007 - 04.2008
Business Development Officer
The Apprentice & Traineeship Company
03.2002 - 03.2007
High School Diploma -
Bunbury Catholic College
Some College (No Degree) - Certificate II in Business
The Apprentice & Traineeship Company
Some College (No Degree) - Certificate III in Business
The Apprentice & Traineeship Company
Some College (No Degree) - Certificate IV in Business
The Apprentice & Traineeship Company
Some College (No Degree) - Pool Managers Certificate
Royal Life Saving Society
Some College (No Degree) - Senior First Aid
Royal Life Saving Society
Some College (No Degree) - Bronze Medallion
Royal Life Saving Society
Some College (No Degree) - Pool Lifeguard
Royal Life Saving Society
Some College (No Degree) - Perform CPR
St John Ambulance
Some College (No Degree) - Elementary Medical Terminology
AMA
Some College (No Degree) - Teir 2 Accreditation Program
Bank of Queensland
Some College (No Degree) - Branch Authoriser
Bank of Queensland
Similar Profiles
Danyelle LipponenDanyelle Lipponen
Lending Manager at Bank Of QueenslandLending Manager at Bank Of Queensland
Dileep VarijakshanDileep Varijakshan
API Developer at Bank Of QueenslandAPI Developer at Bank Of Queensland
Danielle RoperDanielle Roper
Banking & Compliance Officer at Bank Of QueenslandBanking & Compliance Officer at Bank Of Queensland
Kyah SmithKyah Smith
Bartender at The Prince of Wales HotelBartender at The Prince of Wales Hotel
Skye GuelfiSkye Guelfi
Housekeeping Team Leader at Compass GroupHousekeeping Team Leader at Compass Group