Pamela Thomas
Summary
Management and Lending Background working with staff, colleagues and other Banking teams encouraging the right behaviours to optimise results.
On the job training of staff in all aspects of Banking to ensure staff are knowledgeable and competent
Overview
16
16
years of professional experience
Work History
Lending Specialist
Heritage Bank
07.2021 - 05.2024
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Collaborated with underwriting team to ensure adherence to lending guidelines while maintaining client confidentiality throughout the process.
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
Branch Manager
Heritage Bank
03.2008 - 06.2021
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Complied with regulatory guidelines and requirements.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Submitted loan applications to underwriter for verification and recommendation.
- Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
Education
Certificate IV in Credit Management
Heritage Bank QLD
07-2012
Diploma Management HER - Management
Heritage Bank
05-2011
Certificate IV in Financial Services
HERITAGE BANK QLD
10-2009
Skills
SKILLS
Coaching and mentoring
Policies and procedures
Communication
Coaching and Training
Mathematical calculations Business Development Sales and marketing
Schedule optimization Business administration Improvement initiatives Business planning
Additional Information
Previous coach, assistant coach, team manager of various sporting teams from 5 years of age to adults
Timeline
Lending Specialist
Heritage Bank
07.2021 - 05.2024
Branch Manager
Heritage Bank
03.2008 - 06.2021
Certificate IV in Credit Management
Heritage Bank QLD
Diploma Management HER - Management
Heritage Bank
Certificate IV in Financial Services
HERITAGE BANK QLD
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