My Tran
Melbourne
Summary
Highly motivated and results-driven professional with a strong commitment to delivering excellence in all endeavors. Skilled in supporting and coordinating diverse administrative tasks within the Financial and Digital Tech sectors. Proven track record of providing exceptional customer experiences while effectively managing multiple priorities and meeting deadlines.
Overview
7
7
years of professional experience
Work History
Lending Verification Officer / SME
BANK OF QUEENSLAND
07.2022 - Current
- Undertake a range of administrative and compliance responsibilities, ensuring adherence to banking regulations and verifying the end-to-end process for new customers, with a strong focus on attention to detail and data accuracy
- Ensure that all credit activities comply with relevant laws, regulations, and internal policies, including data protection and fair lending practice
- Communicate with customers to clarify credit terms, answer inquiries, and inform them about the status of their applications
- Efficiently manage all work queues and daily tasks, prioritizing based on urgency to consistently meet the business's service level agreements
- Collaborate closely with internal and external stakeholders to ensure smooth, professional processes, maintaining consistent and efficient communication through phone calls, Teams, and emails
- Contribute to a culture of continuous improvement by identifying and implementing process enhancements through change management, incorporating SME input, conducting testing, and advocating for both employee and customer experience.
- Participate in scheduled mentoring, coaching, and facilitating training sessions and be proactive in maintaining and updating knowledge and skills appropriate for the position
Senior Social Media/Marketing Agent
PROBE GROUP
09.2021 - 06.2022
- Appropriately engage with customers and internal stakeholders via a public platform, responding to comments, direct messages, live chat by addressing inquiries, resolve issues and engage in conversations with questions about products, services, or account-related issues
- Undertake a range of administrative, payroll, roster planning, reporting, compliance, verification associated with the client’s needs
- Gather customer feedback from online interactions and provide regular report to management
- Participate in scheduled mentoring, coaching, and training sessions and be proactive in maintaining and updating knowledge and skills appropriate for the position
First Contact and Lending Admin Officer / SME
ME BANK
11.2017 - 09.2021
- Providing information on various banking products, ensuring clear understanding of their products and accounts
- Making sure each interaction is positive, professional and efficient
- Identify opportunities to recommend additional banking products and services, based on customer needs or preferences
- Communicate with team leader, managers and work colleagues around feedback and opportunity for growth and development
- Contribute ideas and suggestions to improve and streamline processes and procedures as well as creating work modules for new team members and new process changes
- Working closely with internal and external stakeholders to maintain seamless professional processes with fluid communication to clients
- Resolving customer issues and concerns with their credit card enquiries, account balances, self-service options and all home loan and personal loan queries by phone and email
- Handling enquiries, disputes, customer complaints and feedback in a timely manner
Skills
- Outstanding customer service skills both internal and external stakeholders with the ability to provide fast, friendly, and efficient service
- Ability to quickly identify the root cause of customer issues and find practical, effective solutions
- In-depth knowledge of the company’s products, services, and policies is essential to provide accurate information and assistance
- Team player and willingness to work collaboratively as part of a team and be able to communicate confidently
- Punctual, respectful, reliable, and trustworthy with an excellent attendance record
- Self-motivated and personally driven to maintain and succeed targets and KPIs daily
- Ability to take direction and work autonomously, employ initiative to find solutions, priorities, and exercise discretion
- Highly developed organizational and time management skills with the ability to successfully manage competing priorities and deadlines
Timeline
Lending Verification Officer / SME
BANK OF QUEENSLAND
07.2022 - Current
Senior Social Media/Marketing Agent
PROBE GROUP
09.2021 - 06.2022
First Contact and Lending Admin Officer / SME
ME BANK
11.2017 - 09.2021
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