RUOXIN ZHANG

• Build up relationships with customers, to help them with their financial goal (New account, Financial health check, Credit card application, home loan maintenance, personal loan application, saving needs, family trust)
• Provide consistent, high quality pro-active support to customer
• Establish and maintain rapport with clients and provide required support
• Maintain relationships with lending managers and helping to do settlement calls to make sure loan settles as customer requests
• Home loan review, document preparation and collection for lenders.

Achievement:

• As a top-performing team member since joining my current branch, I have consistently achieved beyond targets in every half.
• I reached 140% of six-month target for helping customers with their financial needs across all basic banking product types—such as credit cards, savings, home loans, and insurance—within just three months.
• Up to date finished 110% of target for customers home buying needs. Insurance keep performance No1 in our region.
• NPS are all promoter. Name was mentioned in survey about their best service experience by customer.
• Supporting branch lenders and mobile lenders for their home loan settlement processing and follow up call average 2-3 cases in every week to follow up.
• Personal customer retention rate around 40%. Appointment booking around 15 - 20 in a week to help them improve their financial wellbeing.

• Provide a seamless end to end customer experience by advising them on appropriate products and services
• Be the brand ambassador for HSBC in branch as liaise directly with customers
• Build up relationships with customers and find out customer financial needs, send leads to Relationship Manager.
• Introduce, promote and assist customers with digital banking solutions to meet customer needs
• Contribute to fulfill customer’s needs by providing personal banking products and services with a customer centric approach

• Providing general advice of financial products and services for the aim of improving customers' financial well being (New account, Financial health check, Credit card application, home loan maintenance, personal loan application, other banking needs service)
• Help customers to achieve their financial goal, future plan or home buying journey (Home loan referral)
• Cash handling and branch cash level control (Set up telling in the morning and balance all the cash in the afternoon, Deal with larger amount of cash order and delivery)
• Serving customers with general bank enquiries and maintenance (Helping customers with their everyday transactions, international money transfer, issue bank cheque, cash withdrawal or deposit, clean bill, foreign currency exchange)
• Providing technology education to customers (Technology service such as APP, online banking, ATM knowledge education)

Achievement:

• Received the Certificate of Achievement in recognition of an outstanding values contribution after joint CBA three months.
• Promoted to Concierge role after four months.
• Daily cash risk control, balance and minimum transaction mistakes in teller.
• Created 2 home loan leads a week to lenders and consistent helping customer for their financial health check and home buying journey.

• Roger Vivier high end luxury brand is new to Australia in 2019. I help the company to set up the first store and then second store after 6 months.
• Meet monthly sales target
• Customer service and relationship maintenance
• Delivering training materials for upcoming seasons and providing training course to other employees
• Making customer personal appointments for their new seasons product purchase
• Delivering weekly sales report and monthly action plan for events
• Store vendors' service record and payment check

Achievement:

• Built up the brand CRM in Australia, started from 0 to over 2000 customer profile within a year for the whole team.
• Personal loyalty customer around 60 in contact list.
• Increase 30% of retention rate for CRM system in the second year.
• Contribute the event sales and make ROI ratio over 3:1