Nidhi Kotak
Schofields,Australia
Summary
Service-focused Relationship Executive with reputation for building and managing productive business relationships. Exceptionally skilled in problem-solving and issue resolution to maintain loyal, long-term customers.
Overview
14
14
years of professional experience
Work History
Relationship Executive
Commonwealth Bank
Parramatta, NSW
02.2024 - Current
- Developed and maintained relationships with existing clients to ensure customer loyalty.
- Manage a Portfolio for SME clients with Revenue of upto $10 MIL
- Researched and identified potential new customers, then contacted them to promote products or services.
- Provided advice on the best solutions for clients' needs and offered support throughout the sales process.
- Organized client visits, prepared presentations, and attended events to increase brand awareness.
- Generated reports on customer feedback, market conditions, competitor analysis.
- Managed customer accounts by providing timely responses to inquiries and resolving issues promptly.
- Ensured compliance with applicable laws and regulations related to customer service operations.
- Grew business with existing clients through upselling and recommending new services.
- Built trusted relationships with key client stakeholders to drive sales and revenue.
- Established strategies to improve client acquisition, retention and satisfaction.
- Participated in networking events and industry conferences to attract new clients.
Business Banker
National Australia Bank
Baulkham Hills, NSW
07.2021 - Current
- Assisted in planning portfolio growth through the development of business plans in alignment with departmental budget and consistent with overall objectives.
- Manage over 80 Groups (300 customers) with a total Book of $109 MIL.
- Meet with existing clients and prospects through personal calling efforts and other contacts to discuss business needs.
- Reviewed deposit profitability analysis and outlined strategies to bring unprofitable accounts back to productive status.
- Discussed financial options with clients and provided informed suggestions suitable to their needs.
- Networked to identify potential new clients and expand geographic territories.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Work with a NAB Specialist in Equipment Finance, Trade and Working Capital, FX, and offer the right solutions to the customer.
- Drive NPS from the customer to get feedback on service and support to contribute to the Team and Region score.
- Hold DCA to approve files for and be compliant with training.
Small Business Banker
National Australia Bank
Parramatta, NSW
07.2019 - 07.2021
- Focus on our Regional & Agribusiness customers and help deepen relationships and achieve stronger customer advocacy and drive NPS
- Manage Portfolio of customer of over 150 customers with book size of over 50 MIL
- Built upon lending skills within highly supportive environment which supports a diverse range of businesses by identifying and fulfilling customer needs for Small Business Banking product range, via personal and meaningful phone-based conversation and team-oriented portfolio ownership
- Manage high-value lending and product requests for Small Business customers and worked with complex lending solutions
- Increase portion of My Bank customers within portfolio with number of interactions by proactive calling Region
- Worked with borrowing clients to procure updated financial information on ongoing basis
Small Business Associate
National Australia Bank
Rhodes, NSW
06.2018 - 07.2019
- Providing exceptional customer service & building customer relationships for lasting relations with bank to drive great NPS results
- Manage admin task of over 8 bankers in the team looking after the whole Sydney Metro NSW area
- Identify sales or service opportunity and helping the customer and providing first call resolution and providing best outcomes and better enabling and epowering customer with self-help and Internet banking for future needs
- Contribution to improving the status of OUR BUSINESS on regular basis and maintenance & monitoring of OSA and Con cost by ensuring regular compliance
- Working on clearing Legacy issues like outstanding covenants, valuation updates and business compliance risk
- Proactively being part of the team and supporting bankers for their customer needs and process support in timely manner
- Handling customer complaints, investigation and managing refund process and ensure customer contact has been made to acknowledge their issue and provide best outcomes
- Contributing ideas and suggestions to improve and streamline processes and procedures for better customer experience
Retail Mortgage Specialist
National Australia Bank
Lawcourts, NSW
03.2018 - 06.2018
- Identifying and creating own source of referral for new home lending opportunities from walk in customers, Real estate agents, Solicitors, Accountant, Introducers, Tellers, Local Community, NAB employees and Existing cliental
- Providing Tailored made solutions for Residential Home Lending to suit customer current and future goals and support for end to end process of the application till the drawdown and post settlement
- Management of the branch & be abreast with Audits, creating team motivation by working together and fostering collaboration
- Actively acknowledging customer feedback and complaints and providing resolution for retention for the highest to achieve the best NPS
- Regular contact with all Branch Portfolio customers for long term relationships and customer retention
- Participation in Retention initiative by RCE for focus lending retention and winning customers
Retail Mortgage Specialist
National Australia Bank
Parramatta, NSW
08.2014 - 07.2017
- Identifying and creating own source of referral for new home lending opportunities from walk in customers, Real estate agents, Solicitors, Accountant, Introducers, Tellers, Local Community, NAB employees and Existing cliental
- Providing Tailored made solutions for Residential Home Lending to suit customer current and future goals and support for end to end process of the application till the drawdown and post settlement
- Management of the branch & be abreast with Audits, creating team motivation by working together and fostering collaboration
- Actively acknowledging customer feedback and complaints and providing resolution for retention for the highest to achieve the best NPS
- Regular contact with all Branch Portfolio customers for long term relationships and customer retention
- Participation in Retention initiative by RCE for focus lending retention and winning customers leaving NAB by winning them back with reinstating NAB proposition
- Adherence to credit guidelines and credit policy and being up to date with changing credit policies by APRA, ASIC or AUSTRAC and attending workshop for training
Mortgage Variations Associate
National Australia Bank
Rhodes, NSW
04.2013 - 07.2014
- Assessing and Reviewing restructure for existing home loans for NAB customers to retain long term relations for the Branch customers
- Liaising with NAB branches across Australia and work as a single point of contact for branch customers
- Dealing with customers directly to provide lending solutions tailored to suit their long-term financial goals
- Analyzing and gathering financial data about clients including paying habits or history, earnings and savings information and purchase activities and assess their credit worthiness and sending for credit approval when required
- Proactively connecting with customers to strengthen long term relations with the customer and identifying any opportunities for any product needs
Mortgage Inbound Sales Specialist
National Australia Bank
Rhodes, NSW
04.2011 - 04.2013
- Inbound Sales specialist for core consumer products like home loans and personal loan along with credit card
- Identifying cross sales opportunities for product penetration per customer
- Managing new home loan application process and variations on existing loans over the phone Australia Wide
- Understanding customer current & future financial needs and goals while being in line with credit criteria
- Timely communication with customers throughout their loan application to keep them well informed and enhance the service experience
- Achieving quarterly and annual performance target by listening to customers, understanding their need provide a product which suitable to their needs
Education
Certificate - Career Qualified In Banking
FINSIA
06.2022
MBA - Finance & Management
Symbiosis Institute of Finance And Management
Mumbai, India07.2005
Certificate - Certificate IV in Finance And Mortgage Broking
KAPLAN
SydneySkills
- Financial analysis
- Business Development
- Compliance, banking laws and regulations
- Interpersonal Communication
- Analytical and Critical Thinking
- Flexible and Adaptable
Timeline
Relationship Executive
Commonwealth Bank
02.2024 - Current
Business Banker
National Australia Bank
07.2021 - Current
Small Business Banker
National Australia Bank
07.2019 - 07.2021
Small Business Associate
National Australia Bank
06.2018 - 07.2019
Retail Mortgage Specialist
National Australia Bank
03.2018 - 06.2018
Retail Mortgage Specialist
National Australia Bank
08.2014 - 07.2017
Mortgage Variations Associate
National Australia Bank
04.2013 - 07.2014
Mortgage Inbound Sales Specialist
National Australia Bank
04.2011 - 04.2013
Certificate - Career Qualified In Banking
FINSIA
MBA - Finance & Management
Symbiosis Institute of Finance And Management
Certificate - Certificate IV in Finance And Mortgage Broking
KAPLAN