Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

MADELINE COCKERELL

Melbourne,VIC

Summary

Customer Service professional within the finance industry, with extensive experience providing first-class service whilst consistently exceeding expectations through dedicated strong work ethic and passion. With 6 years' experience in the finance industry, I pride myself on building rapport with a diverse range of people with the ability to adapt to whomever the cliental is.

Overview

9
9
years of professional experience

Work History

Business Development Manager

ME BANK
11.2020 - Current
  • FY22 #2 Top performing portfolio in settlements in the country
  • FY22 #3 Top performing portfolio in applications in the country
  • Managing an existing portfolio of 300+ brokers
  • Expanding on aggregator relationships to uncover intel about brokers
  • Develop strong internal relationships with Credit, settlements and management
  • Proactive communication to my existing broker portfolio to generate business
  • Minimum 12 Face to Face meetings per week to assist with generating business
  • In depth knowledge of ME systems, processes and credit policy to assist my brokers with their quality on submission
  • Presenting at lender sessions and networking at broker events
  • Social chair for the team – organizing team events, Christmas parties and team meetings
  • Assisting with complaint handling and escalations
  • Conduct regular workshops with brokers and credit to educate ME policy and servicing calculator tips
  • Represent the ME brand in a unique, fun and professional manner

Home Loan Specialist

ME BANK
07.2019 - 11.2020
  • Guiding customers through the home loan application process up until settlement
  • Writing residential loans, investment loans and construction loans
  • Having a sales needs-based conversation with customers over the phone
  • Identifying sales opportunities for potential customers
  • Building relationships with our internal Credit and Settlements department
  • Responding to customer emails and phone calls within a timely manner
  • Educating customers on ME Bank Home loan products
  • Gained extensive Credit Policy knowledge
  • Workshopping loan applications with our internal credit team
  • Proactively looking for referral opportunities to self-generate leads
  • Attending Credit and Quality huddles
  • Practise Responsible Lending and completing the form for each submission
  • Completing a serviceability assessment based on client's income and liabilities
  • Resolving complaints within the Direct Sales team
  • Assisting with Retention Inbound and Outbound calls
  • Conducting Home Loan Health check calls for existing clients
  • Assisted with Retention Discharge Calls
  • Assisting with a Fixed rate campaign to retain existing clients
  • Assisted with outbound calls to redraw impacted customers.

Direct Sales Support Consultant

ME Bank
08.2018 - 06.2019
  • Keying in Home Loan Applications
  • Supporting two successful lenders within the team
  • Liaise with customers and credit on the lender's behalf
  • Submitting documentation to credit and respond to back channel messages
  • Complete live applications over the phone with customers
  • Conduct regular follow ups for leads on behalf of the lender
  • Managing the Australia Post ID process for verifications of customers identity

ME BANK, Home Loan Solutions
08.2017 - 08.2018
  • Prequalifying new to bank customers for a home loan
  • Educating customers on ME Banks background and history
  • Managing both an outbound and inbound call list
  • Maintaining a strong lead to appointment conversion
  • Assisting with call monitoring for team members improvements
  • Having a tailored needs-based conversation with a customer over the phone
  • Promoting Me Banks home loan products

Customer Service Rep

ME BANK
08.2016 - 08.2017
  • Handling customer phone enquires
  • Providing customers with accurate product information and servicing requests
  • Update existing account information
  • Cross Skill in emailing customer requests
  • Work with multiple systems and web based applications
  • Objection Handling
  • Cross Selling

Assistant Manager

PROUDS, JPL GROUP
10.2014 - 06.2016
  • Face to Face Sales
  • Achieving individual KPI'S both daily and monthly
  • Monitoring and coaching other team members
  • Open communication with team members to share information, knowledge, and expertise
  • Stock control
  • Merchandise
  • Cash handling/banking
  • Handling customer complaints

Education

Victorian Certificate of Education -

Hoppers Crossing Secondary College
2012

Victorian Certificate of Education - undefined

Thomas Carr College
2009

Skills

  • Customer Acquisition
  • Ability to use initiative effectively
  • Adaptive, flexible and creative
  • Trustworthy, reliable and honest
  • Build strong rapport and relationships internally and externally
  • Bubbly and outgoing personality
  • Networking Events
  • Service-Orientation
  • Critical Thinking
  • Time Management
  • Client Relationship-Building
  • New Business Development
  • Team Collaboration
  • Sales
  • Strategic Networking
  • Client Meetings
  • Public Presentations
  • Interpersonal Communication Skills
  • Customer Relationship Management
  • Business-to-Business Sales
  • Product Knowledge

References

Samantha Robinson – State Manager at ME Bank.

Contact details: 0408 850 035


Melinda Batt – Previous VIC State Manager at ME Bank.

Current role – BDM at Great Southern Bank.

Contact details: 0413 809 284

Timeline

Business Development Manager

ME BANK
11.2020 - Current

Home Loan Specialist

ME BANK
07.2019 - 11.2020

Direct Sales Support Consultant

ME Bank
08.2018 - 06.2019

ME BANK, Home Loan Solutions
08.2017 - 08.2018

Customer Service Rep

ME BANK
08.2016 - 08.2017

Assistant Manager

PROUDS, JPL GROUP
10.2014 - 06.2016

Victorian Certificate of Education -

Hoppers Crossing Secondary College

Victorian Certificate of Education - undefined

Thomas Carr College

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MADELINE COCKERELL