Mathew Ghali
Ingleburn
Summary
PERSONAL SUMMARY. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Lender Support Officer
National Housing Finance Investment Corporation
05.2023 - 08.2023
- Created, prepared, and delivered reports to various departments.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Prepared agendas and took notes at meetings to archive proceedings.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Support the Lender RM and Portfolio and Operations Manager by providing BAU support to one major lender.
- Provide assistance in ensuring the lender engagement framework is met i.e.coordinating meetings, agendas and minutes
- Support the Lender RM with the creation and action of Lender communications, as required.
- Provide assistance to the Home Guarantee Scheme Team by support of the Home guarantee Scheme 1800 number and public facing inquiries inbox, as well as the identification of trends.
- Effectively aided the Home Guarantee Scheme group in preparing for and providing assistance with the home guarantee scheme in anticipation of the extended criteria modifications that took place on July 1st, 2023.
- Own the Home Guarantee Scheme internal knowledge library and ensure this is kept up to date.
Broker Liaison Officer
Lendi
03.2020 - 05.2023
- Drive the team appointment qualification to a higher standard
- Strategically drive outcomes for an increase in submission rate of applications to lender
- Manage Client and Stakeholder relationships
- Execute quality and efficient training methods on sales/credit related resources in order to upskill new to business employees
- Onboard clients post acquisition
- Maintaining internal demands for enquiries from brokers
- Reporting and providing data on weekly figures
- Offering feedback to associates regarding appointment qualification when required to ensure a high standard is maintained
- Ensuring appointments that are booked are being held by clients via vetting of appointments
- Achievements:
- Successfully increased the submission rate to lender from an average of 12% per associate to 18%
- Managed to further increase the held appointments from 73% to 80% Yielding roughly an extra 2200 appointments a year
- Involved in the update of Salesforce platform, integrated and applied new ideas for different reporting styles and different things to include to make our job more effective and efficient.
Associate Mortgage Expert
Lendi
05.2020 - 01.2021
- Meeting a minimum of 30-40 contacts daily to book qualified appointments to brokers
- Conducting meetings every so often around sales process
- Managing a small group of 3 associates to upskill them as fast as possible
- Creating training sessions around residential lending rules that are within the associate matrix of appointment qualification
- Achievements:
- Excellent review on Lendi Product Review
- Within the top 5 associate that have had the highest submission rate of appointments
- Constantly hitting the highest tier of commission floor.
Sales Agent/Team Leader
One Contact
10.2016 - 10.2019
- Responsible for training staff and ensuring Key performance indicators are being met by all team members
- Driving sales processes
- Working in 3 different types of sales campaigns
- Teaching methods of committing sales to be done via credit card rather than sending it out to be paid through the post office
- Teaching how to upsell clients
- Creating theory related documents on how to close a sale
- Conducting ways in which to handle cold calls
- Achievements:
- Sales Agent of the year
- Highest Donation for a credit card sale
- Integrating new objection handling process
Skills
- Officer Training
- Loan Officer
- Security Liaison Officer
- Sales Expertise
- Coaching and Mentoring
- Persuasive Negotiations
- Verbal and Written Communication
- Reporting
- Client Relationships
- Data Analysis
- Stakeholder Management
- Excel
- Microsoft Word
Timeline
Lender Support Officer
National Housing Finance Investment Corporation
05.2023 - 08.2023
Associate Mortgage Expert
Lendi
05.2020 - 01.2021
Broker Liaison Officer
Lendi
03.2020 - 05.2023
Sales Agent/Team Leader
One Contact
10.2016 - 10.2019
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