Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Marina Dawoud

Revesby

Summary

Experienced Branch Manager and Senior Home Lending Specialist with a proven track record in coordinating team and financial activities. Friendly and adaptable professional known for exceptional leadership and program management skills. Highly detail-oriented and consistently surpassing branch goals. Recognised for expertise in customer service relations and sales management. Results-driven with extensive experience in financial statement review, auditing, and reporting. Organised and dependable candidate who excels at managing multiple priorities with a positive attitude. Willing to take on additional responsibilities to achieve team goals.

Overview

13
13
years of professional experience

Work History

Senior Home Lending Specialist

Commonwealth Bank
11.2023 - Current
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Processed loan applications and monitored progress from start to finish.
  • Monitored pipelines to track and log status of loans.
  • Proactively identified solutions for customers experiencing credit issues.
  • Explained very technical financial information to applicants in easy to understand language.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Branch Manager

Commonwealth Bank
11.2018 - 11.2023
  • Maintained friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Comply with financial services, regulation and industry codes of practice.
  • Comply with financial services legislation.
  • Engaged employees in business processes with positive motivational techniques.
  • Interviewed and hired talented individuals with top-level strengths, improving organisational talent and skill set.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Gathered and reviewed customer feedback to improve operations.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Develop and maintain professional relationships in financial services industry.
  • Boosted branch sales by developing and deepening customer loyalty through incentive programs.
  • Complied with Bank Secrecy Act, Anti Money Laundering, Privacy Act and Community Reinvestment Act.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Developed prospects for new loans though weekly cold calling.
  • Submitted loan applications to loan underwriter for verification and recommendation.
  • Increased monthly staff retention rate after implementing new training programs.
  • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
  • Identify client needs and present banking options.
  • Apply and maintain knowledge of financial products and services. Also educate my team, guide and coach them in this space.
  • Identify and develop credit options to clients with special financial situations.
  • Audit and check loan files staff have submitted and ensure they meet banking standards, locate any errors and have them correct to ensure responsible lending.
  • Implement and assist team with complex lending and structures.
  • Apply ethical frameworks and principles to make and act upon decisions.
  • Continuously grow personal, professional and financial practices and development.
  • Manage branch and team. Regularly assessing risk and undertaking risk identification.

Customer Service Manager

Commonwealth Bank
10.2015 - 11.2018
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Created customer support strategy to increase customer retention.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.

Business Banker

Commonwealth Bank
01.2015 - 10.2015
  • Met with existing clients and prospects through personal calling efforts and other contacts to discuss business needs.
  • Maintained up-to-date knowledge of competitors' products.
  • Assisted in planning portfolio growth through development of business plans in alignment with departmental budget and consistent with overall objectives.
  • Reviewed deposit profitability analysis and outlined strategies to bring unprofitable accounts back to productive status.
  • Prepare loan applications on behalf of customer.
  • Read and input all types of customer financials and payslips.
  • Submit loan applications to credit with detailed commentary to support customer application.
  • Present multiple options for every customer including accounts, savings, credit etc
  • Worked with borrowing clients to procure updated financial information on ongoing basis.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
  • Discussed financial options with clients and provided informed suggestions.
  • Responded to customer questions and concerns or escalated to supervisor for resolution.
  • Identified customer financial service needs to prepare proposals and sell services.
  • Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
  • Answered inquiries and provided information to sales representatives, distributed appropriate paperwork and fulfilled quote requests to deliver excellent customer support.
  • Met with clients to determine financial objectives and review assets, liabilities, cash flow and other financial information.
  • Met with members to understand goals and recommend solutions to fit specific needs.
  • Maintained regular contact with clients to inform about transactions and performance.
  • Corresponded with customers and conferred with coworkers to answer inquiries, discuss market fluctuations or resolve account problems.
  • Prepared contracts and related documentation according to strict standards.
  • Presented financial plans to clients based on analysis of financial status and goals.
  • Boosted financial service sales by using cross-selling techniques.
  • Worked with clients to provide competitive commercial banking solutions and retail financing plans.

Customer Banking Specialist

Commonwealth Bank
04.2012 - 01.2015
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Served customers and followed outlined steps of service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.
  • Improved operations through consistent hard work and dedication.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Participated in team-building activities to enhance working relationships.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

Certificate IV - Finance

Kaplan Professionals
03.2021

Finance And Mortgage Broking Management

AAMC
09-2023

Skills

  • Excellent communication
  • Team collaboration
  • Active listening
  • Loan servicing
  • Documentation review
  • Loan origination
  • Debt restructuring
  • Problem-solving abilities
  • Multitasking
  • Reliability

Languages

English
Native or Bilingual
Arabic
Native or Bilingual

Timeline

Senior Home Lending Specialist

Commonwealth Bank
11.2023 - Current

Branch Manager

Commonwealth Bank
11.2018 - 11.2023

Customer Service Manager

Commonwealth Bank
10.2015 - 11.2018

Business Banker

Commonwealth Bank
01.2015 - 10.2015

Customer Banking Specialist

Commonwealth Bank
04.2012 - 01.2015

Certificate IV - Finance

Kaplan Professionals

Finance And Mortgage Broking Management

AAMC

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Marina Dawoud