Mohamed Hamze
Point Cook,VIC
Summary
Demonstrated ability to provide compassionate support to vulnerable customers, coupled with excellent written and verbal communication skills. Proven expertise in effectively liaising with diverse levels of management and building and maintaining robust referral networks with internal stakeholders. Adept at adapting to evolving fraud trends and possessing expert knowledge of ANZ systems and equipment such as CAP, CTM, Maude, and Vision. Strong analytical skills complemented by the capacity to handle high case volumes and manage workflow efficiently. Seeking a dynamic role where these skills can contribute to organizational success and client satisfaction.
Overview
2
2
years of professional experience
Work History
Home Owner Solutions
ANZ Banking Group
11.2022 - Current
- Consulted with customers to assess needs and propose optimal solutions.
- Conducted thorough reviews of customers' loan interest rates to ensure alignment with market conditions, providing recommendations for potential refinancing or adjustments when advantageous for the client
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Explained different types of loans pertaining to client situations.
- assisted brokers through phone consultations, discussing loan applications, and addressing inquiries related to existing loans
- Provided support to customers facing financial challenges
- assisted clients in choosing appropriate loan products and terms aligned with their individual needs and financial objectives
Customer Care
ANZ Banking Group
12.2021 - 11.2022
- Developed and implemented procedures to detect and prevent fraud.
- Reviewed transactions and receipts to identify any suspicious activity.
- Skilled at working independently and collaboratively in a team environment.
- excellent knowledge with the ANZ systems CAP, CTM, Maude & Vision
- Excellent communication skills, both verbal and written.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided empathetic and respectful assistance to vulnerable customers who had encountered scams
- Implemented proactive measures to identify and prevent potential scams and fraudulent activities
Skills
- Excellent written and verbal communication skills
- Teamwork and Collaboration
- Complaint Handling
- Critical Thinking
- Fraud detection
- Strong analytical Skills
- Ability to deal with high case volumes
Timeline
Home Owner Solutions
ANZ Banking Group
11.2022 - Current
Customer Care
ANZ Banking Group
12.2021 - 11.2022