Naomi Potter
Jindalee,WA
Summary
Experienced and customer-focused Bank Manager at Westpac with many years of proven success in leading high-performing teams, driving home lending growth, and delivering exceptional customer experiences. Adept at identifying lending opportunities, providing tailored financial solutions, and ensuring compliance with regulatory requirements. Known for building trusted relationships with customers and stakeholders from the first interaction and maintaining strong engagement throughout the lending journey. Passionate about coaching and mentoring others, with a strong understanding of Westpac systems, policies, and service standards. Now seeking to transition into a Home Finance Manager role to focus more deeply on supporting customers with their home ownership goals.
Overview
17
17
years of professional experience
Work History
Bank Manager
Westpac
Karrinyup, WA
12.2011 - Current
- Led daily operations and ensured compliance with banking regulations.
- Managed staff performance and provided ongoing training and support.
- Developed and implemented strategies to enhance customer service experience.
- Resolved customer complaints and improved client satisfaction initiatives.
- Resolved customer inquiries quickly and efficiently while maintaining excellent service standards.
- Managed daily workflow including assigning tasks to staff members.
- Created and maintained a positive work environment within the branch.
- Monitored staff performance and provided feedback to improve productivity.
Home Finance Manager
Westpac
Woodvale, WA
04.2009 - 12.2011
- Assisted clients in creating a long-term plan to achieve their desired financial objectives.
- Evaluated client financial profiles to determine loan eligibility.
- Structured mortgage options tailored to individual borrower needs.
- Collaborated with real estate agents to facilitate loan processes.
- Reviewed and verified documentation for mortgage applications.
- Ensured compliance with lending regulations and industry standards.
- Assessed borrower needs and recommended appropriate products and services accordingly.
- Ensured that all documents were accurately completed prior to submitting them for approval.
- Reviewed mortgage applications for accuracy, completeness and compliance with bank policies and regulations.
- Advised clients on available options regarding refinancing or restructuring existing loans.
- Processed loan applications from submission through closing, including ordering appraisals, title searches and other documentation as needed.
Home Finance Manager
Bankwest
Butler, WA
02.2008 - 04.2009
- Structured mortgage options tailored to individual borrower needs.
- Collaborated with real estate agents to facilitate loan processes.
- Reviewed and verified documentation for mortgage applications.
- Assessed borrower needs and recommended appropriate products and services accordingly.
- Reviewed mortgage applications for accuracy, completeness and compliance with bank policies and regulations.
- Advised clients on available options regarding refinancing or restructuring existing loans.
- Processed loan applications from submission through closing, including ordering appraisals, title searches and other documentation as needed.
Education
Statement of Attainment Partial Completion Certificate 111 in Financial Services FNS30107 - Financial Services
Kaplan
Perth, WA07-2009
Bachelor of Arts - Fashion/Textiles
University of Plymouth
Plymouth UK06-1996
BTEC National Diploma - General Art & Design
Cambridge Regional College
Cambridge UK06-1993
Skills
- Excellent interpersonal skills, creating a sense of trust and support to build lasting customer relationships
- Demonstrated experience in customer-facing roles with a strong focus on tailored financial solutions
- Consistently deliver above-and-beyond service, exceeding customer expectations and enhancing satisfaction
- Thorough understanding of NCCP, AML/CTF legislation, and Westpac Group compliance requirements
- A relationship-driven professional who excels at creating strong customer connections from the first interaction and consistently nurturing them over time
- Provided coaching and mentoring to peers to enhance their knowledge of lending practices and banking processes
References
References available upon request.
Timeline
Bank Manager
Westpac
12.2011 - Current
Home Finance Manager
Westpac
04.2009 - 12.2011
Home Finance Manager
Bankwest
02.2008 - 04.2009
Statement of Attainment Partial Completion Certificate 111 in Financial Services FNS30107 - Financial Services
Kaplan
Bachelor of Arts - Fashion/Textiles
University of Plymouth
BTEC National Diploma - General Art & Design
Cambridge Regional College
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