Summary
Overview
Work History
Education
Skills
Languages
Volunteer Work
References
Timeline
Generic

Maria Lainez Ayala

Beaconsfield,VIC

Summary

A highly trained customer service focused individual looking to change careers. Offering skills built over the last 15 years in multiple call centres to achieve company goals. Devoted to giving every customer a positive and memorable experience.

Overview

15
15
years of professional experience

Work History

Mortgage Broker

Seed Home Loans
Melbourne, VIC
01.2017 - Current
  • Built business base by word of mouth as result of maintaining positive relationships with former borrowers.
  • Identified potential risks associated with mortgage transactions and took appropriate action to mitigate those risks.
  • Served as liaison between borrowers and lenders and collaborated with both parties to obtain optimal loans for home purchases.
  • Monitored changes in interest rates and advised clients accordingly.

SENIOR MORTGAGE BROKER

ISELECT
Melbourne , VIC
01.2012 - 10.2016
  • Top seller consistently for 3 years maintaining a loan book over 100 million
  • Conducted financial analysis of loan applications to determine creditworthiness and eligibility for loan approval.
  • Identified areas where additional training was needed among staff members involved in the loan origination process.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Build strong rapport with clients to ensure long term relationships
  • Manage day to day operations in a fast-paced environment including pipeline management, auctioning new leads, mentoring
  • Utilized exceptional conflict resolutions skills to deal with challenging situations
  • Established relationships with lenders, business relationship manager, underwriters and other key stakeholders in the lending process.

HOME LOAN RETENTION CONSULTANT

COMMONWEALTH BANK
Melbourne , VIC
04.2011 - 01.2012
  • Focused on the retention of active home loan customers through active listening, empathy, and assuming ownership of customer issues through to resolution
  • Continuously achieved retention and cross sell targets
  • Displayed strong telephone etiquette, effectively handling difficult calls.

TEAM LEADER

COMMONWEALTH BANK
Melbourne, VIC
05.2009 - 04.2011
  • Coached and developed a team of 12 representatives to consistently meet and exceed monthly sales objectives
  • Take part in interview of candidates while supporting decision making to hire successful applicants
  • Generate action plans to enhance performance and productive capacity of underperforming team members
  • Prepares annual, quarterly and monthly update accounts on current opponents or business possibilities
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Established clear expectations for employees, providing guidance when needed.

Education

DIPLOMA OF FINANCE AND MORTGAGE BROKING -

KAPLAN
08.2012

CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING -

KAPLAN
02.2012

Skills

  • Ability to exceed challenging sales targets
  • Ability to adapt effectively and efficiently tin high pressure environments
  • Excellent conflict resolutions and analytical problem solving skills
  • Ability to build strong rapport with clients to ensure long term relationships
  • Extensive experience in sales and customer service
  • Efficient Time Management

Languages

Spanish
Native/ Bilingual

Volunteer Work

Puppy raised for Guide Dogs Australia  

References

References available upon request.

Timeline

Mortgage Broker

Seed Home Loans
01.2017 - Current

SENIOR MORTGAGE BROKER

ISELECT
01.2012 - 10.2016

HOME LOAN RETENTION CONSULTANT

COMMONWEALTH BANK
04.2011 - 01.2012

TEAM LEADER

COMMONWEALTH BANK
05.2009 - 04.2011

DIPLOMA OF FINANCE AND MORTGAGE BROKING -

KAPLAN

CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING -

KAPLAN

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Maria Lainez Ayala