Lilly Pope
Summary
Experienced Credit Manager knowledgeable about creditworthiness, policy and document review with extensive lending experience prior to entering risk management for one of the big 4 banks. I strive to think outside the box to attain solutions that put customers first whilst managing risk effectively for the bank.
Overview
16
16
years of professional experience
Work History
Credit Manager
Westpac Banking Corporation, WBC
09.2020 - Current
- Improved credit risk management by completing the 'should we' test in all decisioning.
- Enhanced department efficiency by streamlining processes, reducing errors, and automating routine tasks by sharing knowledge.
- Coaching & feedback with lenders and assessors for deferral & decline decisions.
- Quality assurance checks on credit manager decisioning with a lower credit authority & training of new credit managers.
- Provide support to internal & external business units (brokers) on a hotline dedicated to credit policy & advice around exceptions or credit's risk appetite.
- KPI management
Home Finance Manager
Westpac Banking Corporation, WBC
08.2017 - 09.2020
- Increased loan application approvals by developing strong relationships with clients and providing personalized financial guidance.
- Streamlined mortgage application processes for faster turnaround times, resulting in higher customer satisfaction by implementing preliminary customer discovery to reduce appointment times & reduce time to right.
- Collaborated with other business units & underwriters to ensure timely and accurate loan decision-making while managing risk exposure.
- Mentored junior team members as well as training of new staff, enhancing their skills in home financing products and client relationship management.
- Improved loan input processes by liaising with a lending coach to create a mandatory comments list to ensure input was universal & of quality. This resulted in improved ability for hand over of files between staff going on leave with a pipeline needing to be managed.
- Responsible lending and Account scrutiny
- KPI management
- Mortgage Quality
Mortgage Servicing Consultant
Westpac Banking Corporation, WBC
01.2017 - 08.2017
- Enhanced customer satisfaction by efficiently addressing and resolving mortgage servicing issues.
- Online banking enquiries for all consumer banking products
- Servicing requests such as change of direct debits, portability of loans to other properties, loan amalgamations & splits.
- Account opening
- Customer Service
- Complaint Management
- Liaison with other business units such as collections, consents, settlements & unsecured lending teams
- Use of back of house servicing systems & account documentation.
Customer Service Centre Lead
TSA Telco Group
02.2016 - 01.2017
- Enhanced customer satisfaction by performing hindsight checks around complex issues and complains and providing solutions as well as feedback to managers to ensure better future outcomes.
- Improved team efficiency by implementing new training of managers in procedures and streamlining documentation based admin work such as creation on action plans by implementing a buddy system to improve Manager skill sets.
- implemented a 'hour of power' for all managers to ensure effective planning & admin work was completed to ensure manager coaching & development quotas were met.
- Managed high call volumes by running & attending resourcing meetings to effectively manage outliers that could result in quick wins, eg staff taking longer lunch breaks than allocated, people being late, and RTW meetings for those sick for extensive periods to ensure agents were supported by management.
- KPI management of Managers & helping them identify lowest performers for each KPI before having them collaborate with coaches to improve their teams performance.
- Performance Management & mentoring
Customer Service Manager
TSA Telco Group
02.2015 - 01.2016
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Performance Management
- Collaboration with senior management amount resourcing
- Increased team productivity by providing ongoing training, coaching and support to sales agents.
- Development of experienced staff in team to help further progress skill levels & improve overall skillset within team.
- Complaint management
- KPI management
- Knowledge sharing with new managers to help upskill them to better support their teams
Customer Service Sales Coach
TSA Telco Group
07.2014 - 02.2015
- Increased sales performance by implementing tailored coaching strategies for individual team members based on performance data on a weekly, monthly & quarterly level.
- Liaised with Managers around low performers to obtain quick wins & provide support presented in a united front for sales agents.
- Identified skill gaps with low performers to identify opportunities around what KPIs can be improved with knowledge & what are behaviour issues.
- Developed customized coaching plans, addressing specific skill gaps and needs within the sales teams to improve
- Assist managers with performance improvement plans
Customer Service Representative
TSA Telco Group
07.2013 - 07.2014
- Customer Service
- Managing inbound calls for sales around Telstra's consumer products
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business & solutions that retained business with Telstra
- Assisted customers in navigating company website, resources available to them as Telstra customers and placing online orders, improving overall user experience.
- Order processing
- KPI management
Food and Beverage Attendant
Hilton Adelaide Hotel
01.2011 - 01.2013
- Enhanced customer satisfaction by providing attentive service and anticipating guests'' needs during meal services.
- Maintained clean and organized dining areas for an enjoyable guest experience.
- Food Safety & food preparation
- Responsible Service of Alcohol
- Event & catering food & beverage service
- Contributed to team success by cross-training in multiple roles within the hotel, fostering a collaborative work environment.
- Managed inventory levels effectively, reducing waste and maintaining optimal stock levels for efficient operations by completing a stock take daily when completing Mis En Plus for the next day.
- Developed strong relationships with regular customers, leading to increased loyalty and repeat business.
Production Manager
Hungry Jacks
09.2007 - 01.2011
- Enhanced production efficiency each shift by streamlining processes and optimizing output from staff by playing to individual strengths.
- Reduced food waste by effective planning with other Production Leaders around sales in the shopping centre & YTD data to ensure inventory management was accurate.
- Increased overall productivity by identifying bottlenecks in the the clean down in closing shifts and proposing effective solutions that resulted in reduced unnecessary overtime by all staff.
- Contributed to a comprehensive training program for new hires, resulting in higher employee retention rates during my tenure and faster integration into the team & running parties.
- Training new staff
- Food preparation & food safety
- First Aid
- Customer Service
- Complaint Management
Education
RG146 - Finance
Open Universities
Adelaide, SA02.2019
Certificate ||| - Hospitality
TAFE SA - International Centre For Hospitality, Tourism, And Food Studies
Adelaide, SA02.2013
GED -
Westminster School
Marion, SA12.2010
Skills
- Fraud Knowledge and Understanding
- Credit Reporting & analysis
- Application Review
- Policy Application
- Investigations
- Risk Analysis
- Mentoring and Training
- Decision Making
- Problem Solving
- Attention to Detail
- Analytical Thinking
Timeline
Credit Manager
Westpac Banking Corporation, WBC
09.2020 - Current
Home Finance Manager
Westpac Banking Corporation, WBC
08.2017 - 09.2020
Mortgage Servicing Consultant
Westpac Banking Corporation, WBC
01.2017 - 08.2017
Customer Service Centre Lead
TSA Telco Group
02.2016 - 01.2017
Customer Service Manager
TSA Telco Group
02.2015 - 01.2016
Customer Service Sales Coach
TSA Telco Group
07.2014 - 02.2015
Customer Service Representative
TSA Telco Group
07.2013 - 07.2014
Food and Beverage Attendant
Hilton Adelaide Hotel
01.2011 - 01.2013
Production Manager
Hungry Jacks
09.2007 - 01.2011
RG146 - Finance
Open Universities
Certificate ||| - Hospitality
TAFE SA - International Centre For Hospitality, Tourism, And Food Studies
GED -
Westminster School
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