- Playing and watching basketball
- True crime podcasts
- High-Intensity Interval Training
- Watching Movies and TV Shows
Samanta Chor
Sydney,NSW
Summary
Professional with strong background in home lending, known for thoroughness and reliability. Skilled in managing loan documentation, ensuring compliance, and facilitating smooth closings. Adept at collaborating with teams, adapting to changing needs, and consistently achieving results. Highly organized, with keen eye for accuracy and strong commitment to customer satisfaction.
Overview
10
10
years of professional experience
Work History
Sales Quality Coach - Direct Home Lending
Macquarie Bank
12.2022 - Current
- Developed comprehensive training materials for new hires in out home loan space, ensuring a strong foundation in quality control principles.
- Monitored key performance indicators to track progress toward quality objectives and adjust strategies as needed.
- Increased customer satisfaction by swiftly addressing concerns and implementing solutions to prevent recurrence of issues.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Streamlined onboarding process, reducing new hire ramp-up time.
Lending Associate (Settlement Specialist Trainer)
Macquarie Bank
05.2020 - 12.2022
- Successfully managed multiple high-priority Home Loan Settlements.
- Managed a high volume of loan applications, prioritizing tasks to ensure timely approval/settlement.
- Evaluated creditworthiness of applicants using comprehensive financial analysis techniques for informed lending decisions.
- Developed and implemented successful onboarding program for our Home Loan Settlements Team
- Mentored junior team members, contributing to their professional growth and skill development.
- Served as a subject matter expert and main point of reference for certain day-to-day operations to meet performance, quality and service expectations.
- Supported team members in resolving complex settlement issues, fostering a collaborative work environment.
- Facilitated virtual, in-person and blended learning sessions.
- Identified potential issues within loan files early in the process, enabling quick resolution before delays could occur.
Senior Lending Associate
Macquarie Bank
02.2018 - 05.2020
- Developed strong rapport with customers and created positive impression of business.
- Worked to meet or exceed targets for home loan applications.
- Conducted comprehensive assessment of transaction accounts.
- Performed detailed review of clients' salary documentation.
- Performed detailed analysis of candidates' tax returns.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Enhanced loan application approval rates by conducting thorough credit analyses and evaluating borrower''s financial status.
- Assisted colleagues in managing complex loan applications, expediting processing time and ensuring timely approvals.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Streamlined the lending process for clients, guiding them through document preparation and submission requirements.
- Processed loan applications and monitored progress from start to finish.
Home Claims Manager
Comminsure (Commonwealth Bank Australia)
08.2016 - 02.2018
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Processed and managed home insurance claims of up to $750k.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters.
- Maintained compliance with industry regulations during all stages of the claims process.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Analyzed and assessed information gathered by investigation and reported findings and recommendations.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
Teleclaims Consultant
CommInsure (Commonwealth Bank of Australia)
09.2014 - 08.2016
- Collected, arranged, and input information into database system for home and car insurance claims.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Education
Bachelor Of Commerce - Human Resources Management And Marketing
Macquarie University
Sydney, NSW12.2013
Skills
- Analytical thinking
- Attention to detail
- Customer focus
- Customer service
- Strong work ethic
- Quality assurance expertise
- Coaching and mentoring
- Teamwork and collaboration
- Problem-solving
Accomplishments
- Contributed to Macquarie Bank in achieving the highest number of settlements for 5 consecutive years.
- Achieved xxxx in settlements for FY 24
- Awarded a Town Hall award at Macquarie in recognition of my commitment of my teamwork and support, demonstrated by assisting a colleague with his workload in his absence.
- High value home loan approvals: As a lending associate reviewed and wrote over $400mil in home loans in one FY.
- Successfully managed home loan structuring for private bank, high net worth and VIP clients.
- Designed and conducted a two week training program that amalgamated our Lending Associate and Lending Specialist Team, leading to increased efficiency and improved lending outcomes.
Interests
Timeline
Sales Quality Coach - Direct Home Lending
Macquarie Bank
12.2022 - Current
Lending Associate (Settlement Specialist Trainer)
Macquarie Bank
05.2020 - 12.2022
Senior Lending Associate
Macquarie Bank
02.2018 - 05.2020
Home Claims Manager
Comminsure (Commonwealth Bank Australia)
08.2016 - 02.2018
Teleclaims Consultant
CommInsure (Commonwealth Bank of Australia)
09.2014 - 08.2016
Bachelor Of Commerce - Human Resources Management And Marketing
Macquarie University
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