Maria Mougros
Stuart Park
Summary
During my time at the NAB, I have had the pleasure of experience various different roles within retail and BDSB sector. I have had exposure to many different client types and calibres including brokers which has made me the experienced and qualified banker that I am today.
I pride myself in generating and maintaining strong relationships with my customers and referral partners within and external from the organisation. My time at NAB has enhanced my skills in risk management, customer service excellence and negotiation.
I pride myself in being recognised for my transparent communication and a supportive team approach. I've consistently driven growth and improved service standards, ensuring resilience in a competitive market.
My long term career goal is to manage a maintain a senior and diverse client portfolio. I believe the Commercial Broker Role as a BBM3 in Darwin will be an appropriate next step to achieve my career goal and I would greatly appreciated if I was given the opportunity to be considered for this role .
Overview
15
15
years of professional experience
1
1
Certification
Work History
Small Business Bank Manager NT/NQ Region
NAB
10.2021 - Current
- Increased customer satisfaction by implementing efficient banking processes and providing exceptional service.
- Workshopped file risks with colleagues and senior bankers
- Managed large client portfolio ranging from broker clients, small business, segmented clients and consumer corporate clients
- Participated in multiple organisational pilots
- Developed a loyal customer base through personalized service and tailored financial solutions.
- Coached and assisted onboarding new employees
- Implemented risk management strategies to minimize potential losses and safeguard the bank''s assets. Eg; Lowering lending CAT risks, engaged with credit partners often on risk apatite for transactions and customer requests.
- Delivered revenue growth through effective sales strategies, promoting banking products and services tailored to client needs.
- Utilised DCA to assess & approve lending transactions
- Participated in "Banker Committee" initiative to record and report colleagues feedback relating to challenges they are facing within the organisation
- Identified partnership opportunities and established favourable business connections with external parties such as National Indigenous business program
- Managed and assisted clients from diverse industries and organisations. Aboriginal corporations, Non-for profit organisations and for profit organisations
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Performed day to day business administrative and transactional services to support customers.
- Analysed historical records, current operational data and forecasting information to identify application risks & stregths
- Conducted financial due diligence on potential investments and acquisitions.
- Developed strong relationships with seniors business bankers, credit managers and retail staff, promoting a culture of risk awareness and accountability.
- Collaborated with cross-functional teams to establish effective risk management practices across all business units. Eg; Equipment finance, trade finance, cards
- Assisted customers with reporting and addressing potential frauds on accounts and cards
- Assisted employees on risk management best practices, guiding them to make informed decisions regarding potential risks and engaging in the right departments for support
- Evaluated emerging risks in the market through continuous monitoring and research eg: Core Logic reports, Real Estate.com, Economic updates
- Co-ordinated ongoing efforts to strengthen risk culture and fine-tuned risk appetite for lending and funding activities by being part of weekly credit learning initiatives Eg; Quick No's. Engaging credit early on in transactions, communicating with accountants regarding financial info
- Prepared detailed reports on portfolio performance, highlighting areas of concern and suggesting possible solutions for improvement.
- Completed risk ratings based on customer financial and non-financial history
- Analyzed credit scores to determine borrowers' creditworthiness.
Home Loan Business Banker SA/NT
NAB
10.2019 - 10.2021
- Sole SA/ NT allocated HLBB assisting business & Agri bankers with simple and complex home lending transactions for small an large net worth customers
- Participated in risk conversations worth credit partners and relationship managers
- Actively attended local networking events to collate potential new client prospects
- Provided workflow relief for colleagues and overflow teams by taking on additional files
- Managed files for bankers while on relief
- Managed customer relationships from initial interaction to post settlement for all transaction
- Participated in NCCP remediation project
- Worked along side relationship managers to meet their customer home loan needs
- Assess overall risk of application and reporting back to managing banker
Business Banking Associate
NAB
03.2019 - 10.2019
- Analysed and extracted business financials
- Prepared and submitted new lending submissions and renewals for simple and complex business & consumer transactions
- Attended to customers business and personal banking requests
- Contacted Customers on a regular basis to generate/ retain business relationship
- Co-ordinated and completed customer appointment and document executions on behalf relationship managers
- Educated customers with the latest NAB technology and facilities & organisational changes
- Reviewed customers home loan and business loans facilities
- Provided support to Relationship managers so they can fulfill their role requirements
- Prepared credit and lending submissions for all lending purpose types and interacted with customers to request information to complete lending requests
- Submitted applications and policy waivers to credit for review and support
- Assisted clients and bankers from all ranges of portfolio size and specialisation
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Represented NAB at community charity & networking events to establish strong customer relationships and promote business exposure locally
Retail Banking Advisor
NAB
09.2017 - 03.2019
- Manage sales pipeline and opportunities
- Update branch weekly results on state tracker and branch visual tracker
- Implementing weekly focuses & individual targets to challenge staff
- Promote a positive work environment
- Educate customers about their property portfolio and lending scenarios
- Engage with customers & general public at social and business events to generate quality customer relationships and enhance customer advocacy
- Efficiently manage customer files and general administrative duties
- Managed $400 Million retail branch book which totaled over 2000+ customers with lending portfolios ranging from $100,000-$4,000,000
- Provided customers with flexible appointment times by making myself available before and after work hours in other branches and locations
- Dealt with complex & challenging lending transactions
- Proactively contacted customers weekly to retain existing business and prevent potential business losses
- Prepared and submitted customer home loan applications
- Cross checked colleague banker files and prepared own files which were assessed by T&O to obtain satisfactory "clean" application percentage
- Provided support for customers during difficult financial and personal situations
- Created long term quality customer relationships
- Attended local social events and fundraises to expand community networking brand awareness
- Outsourced referral relationships with local brokers, business bankers, developers, conveyances and accountants
- Assisted clients with each step of their purchase and sales settlement such as referring real estate agents, conveyancer and solicitors
- Pre-screened and referred potential new opportunities to NAB business bankers & financial planners during and after business hours
- Acted as Relief Branch manager multiple times and during state leadership conferences
- Easily migrated within branch roles to support staff shortages eg: Teller, manager etc
- Provided great customer experiences
- Brainstorm new marketing strategies to implement within operating rhythm and branch activities
- Efficiently adjusted to business changes and staff movements
- Engaged with senior leaders to discuss quarterly results, expectations and potential challenges
- Co-ordinated weekly sales focus sessions with staff and discuss previous weeks results challenges and collectively brainstorm solutions
- Upskill and coach staff to have great customer conversations and effectively pre-screen and identify potential new business opportunities
- Introduced difficult conversations, concerns and scenarios to customers to understand and appropriately assess customer risks
- Negotiate with customers to win/obtain business
- Updated staff on policy & procedure changes using NAB circulars, the retailer and policy changes notifications
Customer Advisor Sales
NAB
05.2016 - 09.2017
- Responded to customer requests via telephone and email
- Managed my weekly sales targets and opportunity hygiene
- Created & onboard business customer accounts and profiles Via KYC process
- Educated and onboard business clients on internet banking and NAB connect platform
- Obtained unsecured lending accreditation
- Prepared and submitted personal loan, credit card and unsecured overdraft applications
- Communicated and supported colleagues from various departments of the business such as Business bank, Credit, Brokers and Retail bankers on a regular basis
- Obtained a "High achieve" on end of the year score card exceeding my 100% although was present 9 of 12 months of the bank year
- Announced in the top 3 CA Sales staff member across my role in SA & NT
- Utilised programs such as Ebobs, Siebel, OBP, Ready Reckoner, NAB ONE on a daily basis
- Contacted local Accountants and Conveyancers on behalf of customers auto obtain financials and information for application processing
- Dedicated officer for onboard broker introduced clients and reported to the local broker relationship manager Stephanie Pledger
- Trained staff on operating procedures and company services
- Liaised with customers to better understand their needs and recommend appropriate solutions
Bank Teller
NAB
01.2014 - 04.2016
- Engaged with customers in branch and proactive calls
- Educate and digitally migrate customers to the online banking platforms, NAB Connect and express service machines e.g.; EBD & ATM
- Provided consistent quality referrals financial planners, customer advisor sales and branch lenders
- Contacted potential clients through trigger calls to engage in conversations and potentially identify new opportunities
- Maintained friendly and professional customer relationships
- Co-ordinated daily cash reconciliation
- Completed customer transactions, including deposits, withdrawals, money orders, cheques wire transfer and more
- Built rapport with local clientele
- Achieved a "High achieve" on end of the year score card hitting 100% of my target to identify opportunities, manage risk and managing my cash holding with minimal economical losses
- Actively participated in branch and state focuses to generate new business referrals
Supervisor Customer Service
Menzies Aviation Darwin
02.2013 - 11.2014
- Responded to customer requests with friendly and knowledgeable approach
- Reported daily shift results
- Supported 7 staff members to check-in and manage up to 200+ customers at once during flight delays and departures
- Treated all employees and customers with respect and consideration
- Worked night shifts, weekend shifts and public holidays
- Managed aggressive and emotional customer situations
- Trained and educated new staff
- Verified identification and travel documents to efficiently board passengers for on-time departure
- Coordinated with ramp agents to successfully store, remove and transport customer baggage
- Resolved customer requests, questions and complaints by analysing individual situations and determining best use of resources
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
- Operated PA system to make announcements regarding flight activity
Sales Representative
Optus Telecommunications Darwin
02.2010 - 01.2013
- Responded to telephone and in-person requests
- Prepared and generated sales contracts
- Used a friendly and transparent sales approach to understand and meet customer needs
- Processed payments and educated customers on how to utilise digital platforms to make payments and upskill knowledge on new technology
- Conducted research on the latest technology and competitor offerings to maintain relevant product knowledge and a competitive edge
- Cross-sold products and services to meet customers needs and weekly targets
- Co-ordinate weekly sales meetings with staff
- Completed daily cold calling and outreach to build sales pipeline.
- Assisted with training and orientation of new employees.
- Recorded contact information of customers and potential customers in internal database.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Overcame objections using friendly, persuasive strategies.
- Set up appointments with interested customers according to schedule availability.
Education
Obtained NTCET certificate
Casuarina Senior College
Darwin, Northern Territory2012
Skills
- Transparent & honest
- Confident & friendly
- Strong verbal communicator
- Manages time effectively
- Supportive of co-workers
- Consistent work ethic
- Resilient
- Educates and up skills staff
- Promotes positive work environment
- Willingness to learn and upskill
- Strong negotiator
Certification
Tier 2 accredited - 2015
Unsecured accredited- 2015
Secure accredited- 2017
DCA accreditation experienced small business banker - 2022
References
Angela Tomazos:
NAB NT Business Bank Regional Executive
0438 827 811
Phillip Wear:
NAB Senior Business Banker Darwin
0404 886 021
John Mann:
NAB NT/NQ Regional manager (Small Business)
0457 194 846
Rachel Houlihan:
NAB Senior Consultant, SMAP Team
0432 394 112
Timeline
Small Business Bank Manager NT/NQ Region
NAB
10.2021 - Current
Home Loan Business Banker SA/NT
NAB
10.2019 - 10.2021
Business Banking Associate
NAB
03.2019 - 10.2019
Retail Banking Advisor
NAB
09.2017 - 03.2019
Customer Advisor Sales
NAB
05.2016 - 09.2017
Bank Teller
NAB
01.2014 - 04.2016
Supervisor Customer Service
Menzies Aviation Darwin
02.2013 - 11.2014
Sales Representative
Optus Telecommunications Darwin
02.2010 - 01.2013
Obtained NTCET certificate
Casuarina Senior College
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