Mandy Xu
Adelaide,South Australia
Summary
Graduated from Adelaide University with master of Applied Finance degree and master of Professional of Accounting degree. Industry FSRA Tier 1 and Tier 2 completed , holding lending accreditation. I am currently working as a client service manager for SuperConcepts SMSF administration and portfolio management. I was employed as a Lending Manager with Westpac Group for three years. With past 10 years employment history in finance industry , including SMSF industry, Retail Banking , home lending , comprehensive financial products sales , cash transactions, customer services ,coaching and training. Aiming to provide exceptional financial advisory services , fully integrated financial solutions and risk management for clients.
Overview
11
11
years of professional experience
Work History
Client Service Manager
AMP SuperConcepts
Adelaide , SA
11.2022 - Current
- Developed and managed client relationships to ensure satisfaction with services provided.
- Provided timely responses to customer inquiries and requests for service.
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.
- Maintained accurate records of customer interactions and transactions.
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Developed and implemented processes for improving client service delivery standards.
- Resolved escalated customer complaints in a professional manner.
- Collaborated with cross-functional teams on projects related to client service initiatives.
- Established effective communication channels between clients and other departments within the organization.
- Implemented quality assurance programs designed to improve overall customer experience.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Lending Manger
BankSA
Adelaide , SA
08.2016 - 12.2018
- Processed sales referrals and promoted bank services and products, resulting in branch sales increase
- Created strategies to develop and expand existing customer sales, which resulted in an increase in annual sales
- Delivered informational sales presentations to potential investors to build symbiotic client relationships
- Established new customer accounts including checking, savings, lines of credit and home loans
- Loaded consumer loan applications into the CLAS loan processing program
- Maintained confidentiality of bank records and client information
- Directed specific questions to appropriate branch personnel
- Interviewed an average of 40-50 mortgage loan applicants per month
- Performed daily maintenance of the loan applicant database
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loans
- Determined rate locks, issuance of disclosures and overage and underage and fee waivers
- Educated customers on the variety of loan products and available credit options
- Monitored more than 130 clients relationships per quarter Executed the loan origination process, including conduct credit reports check, preliminary assessment and needs analysis, order loan documents , consult with lending support team , liaison with NSW fast refinance team and FMS settlement agent Continued education on current banking products and services through Westpac Eacademy Provided expert financial advice on mortgage, educational and personal loans
- Recommended innovative alternatives to generate revenue and reduce unnecessary costs
- Directed specific questions to appropriate branch personnel
Finance and Mortgage Broker
Connective
Adelaide , SA
01.2016 - 08.2016
- Accredited Mortgage and Finance broker Connective Adelaide, SA Adhered to all federal and state compliance guidelines relative to retail mortgage lending
- Interviewed mortgage loan applicants per month
- Analysed applicants' financial status, credit and property evaluation to determine feasibility of granting loan
- Examined checks for identification and endorsement
- Maintained confidentiality of bank records and client information
- Make application for loan and processing applications through to settlement as well as general loan administration Performed daily maintenance of the loan applicant database
- Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers
- Educated customers on the variety of loan products and available credit Created financial analysis reports of commercial real estate, borrowers' financial statements, lease reviews and market research
- Options
- Effectively managed client relationships
- Executed the loan origination process, including ordering credit reports, Built knowledge about latest banking products and services through all banks development managers Provided expert financial advice on mortgage and both educational and personal loans
Service Consultant
ANZ
Adelaide, SA
07.2013 - 12.2013
- Opened new customer accounts, including checking, savings and lines of credit
- Processed sales referrals and promoted bank services and products, resulting in branch sales increase
- Established new customer accounts including checking, savings, lines of credit and loans
- Balanced daily cash deposits and bank vault inventory with a zero error rate
- Assembled in-store marketing displays
- Processed cash withdrawals
- Adhered to ANZ security and audit procedures
- Examined checks for identification and endorsement
- Entered member transaction data into the online banking software
- Reported daily averages and shortages to the operations department
- Supplied tellers with coin and currency as needed
- Maintained confidentiality of bank records and client information
- Directed specific questions to appropriate branch personnel
- Delivered prompt, accurate and excellent customer service
Education
M.D. - CPA Professional
CPA
Adelaide 2015
Diploma in Mortgage And Finance Broking - mortgage and finance
Kaplan
Kaplan, 2014
M.D. - Professional Accounting
University Of Adelaide
Adelaide, SA2013
M.D. - Applied Finance
University of Adelaide
Adelaide 2012
Skills
- Strong Sense of Banking Ethics
- International Finance Knowledge
- SMSF Administration
- Finance Sales Experience
- Portfolio Management
- High Accountancy
- Efficient Time Management
- Bilingual in English and Mandarin
- High Computer literacy
- Individual Coaching
- Leadership
- Sound Corporate Finance knowledge
- Financial Risk management
- Derivative Products Knowledge
- International Finance Knowledge
- Retail Lending Experience
- Retail Branch Management Experience
- Credit Management
Timeline
Client Service Manager
AMP SuperConcepts
11.2022 - Current
Lending Manger
BankSA
08.2016 - 12.2018
Finance and Mortgage Broker
Connective
01.2016 - 08.2016
Service Consultant
ANZ
07.2013 - 12.2013
M.D. - CPA Professional
CPA
Diploma in Mortgage And Finance Broking - mortgage and finance
Kaplan
M.D. - Professional Accounting
University Of Adelaide
M.D. - Applied Finance
University of Adelaide
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