Sheridan Rokali
Minden,QLD
Summary
I am enthusiastic and hardworking, with extensive experience in Customer Service and the Banking Industry. I am proactive and prepared to go the extra mile to maintain a high standard of service delivery. I possess excellent relationship building skills, with proven ability in achieving customer satisfaction and I am comfortable working in a team environment, as well as working independently. I thrive in a busy and challenging work environment and take pride in doing my work to a high standard. I am committed to following strict guidelines, policies and procedures while using initiative to solve problems. I enjoy excellent working relationships with colleagues and management.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Hindsight Review Officer
Bendigo and Adelaide Bank
07.2022 - Current
- Complete accurate and holistic hindsight reviews of Home Loans, Personal Loans and Credit Cards to ensure compliance with the Banks lending, product and Credit Policies and to identify and report any Operational Risks in a timely and compliant manner
- Utilising multiple avenues towards problem solving which includes liaising with other staff, using technology and systems and conducting own document and information investigations
- Generate reports detailing findings from hindsight reviews completed and referring validation or issues to appropriate party for clarification
- Enhancing communication between team members by participating in regular workshopping sessions
- Action workflow requests daily to ensure service level agreements are met
- Build effective relationships with other teams and departments to achieve positive outcomes
- Provide effective leadership to motivate, guide and encourage other team members
- Identify opportunities for continuous improvement and cross skilling within team.
Receptionist and Senior Loan Services Officer
Bendigo and Adelaide Bank
03.2009 - 07.2022
- First point of contact for customers, contractors, staff attending Bendigo Bank Tower Central Building - Ipswich
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in Contractors, Staff and Customers
- Assisted in onboarding of new employees by organising new Staff ID passes and providing guidance on company policies.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory
- Helped maintain office security by monitoring visitor access and issuing security passes as needed.
- Facilitated communication to staff members by distributing announcements in timely manner.
- Maintained clean work environment by coordinating office maintenance and cleaning schedules for all three levels of Tower Central Building- Ipswich
- Maintained visitor log for entering and leaving of building for security purposes
- Data Exception Reporting and submitting Retail Breaches/Operational risks as identified from reports
- Responding to internal and external queries
- Discharge of PPSR Registrations for finalised Secured Personal Loans and commercial lending
- Monitoring of PPSR Personal Loan and Personal Property Security Reform Mailbox and liaising with Branches, Insurance companies and customers to ensure enquiries are responded to and actioned effectively to ensure complete customer satisfaction
- Reconciliation and payment of First Homeowners Grant and liaising with Branches to ensure streamlined process for customers
- Issuing Customer Letters for Fixed Interest Rate letters and completing high volume of Rate renegotiation's and repayment calculations
- Undertaking special projects as directed
- Monitor workflow to ensure that Data exception reports are completed within required timeframes
- Completing end of month reports
- Assist other teams with load balancing
Loan Services Officer
Bendigo and Adelaide Bank
03.2004 - 03.2009
- Receiving, auditing, safe custody and releasing securitized loan security packets in a timely manner
- Performing quarterly safe custody audits to ensure all security documents held are accounted for
- Preparation of reports, including quarterly Custodian Report
- Preparation of in-house loan documentation for Branch Network
- Validate and assess Loan applications by verifying customer information to ensure Bank compliance
- Certification and settlement of loans documented in-house including liaising with solicitors,external financial institutions and customers
- Instigate stamping and lodgement requirements
- Managing Stamp & Lodge workflow to ensure documents are lodged within the required timeframe
- Collaborating with team members to streamline process for receiving of signed and settlement documents.
Sales and Service Branch Consultant
Suncorp
07.2000 - 03.2004
- Provide superior customer service
- Assessment of customers needs through open and targeted communication with customers and recommend appropriate options to meet those needs
- Develop business opportunities by maintaining and developing new and existing relationships with customers
- Cross-selling of products to existing customers and generate referrals to sales specialists
- Maintain effective working relationships with colleagues
- Process Personal Loan applications
- Certification and settlement of in-house Personal Loan documentation
- Open new accounts
- Sale and processing of house and contents and motor vehicle insurance policies
- Maintain Branch Registers
- Effective Cash Handling and balancing
- Effective management of customer queue
Skills
- Outstanding customer service skills with a strong focus on quality
- Excellent communication skills and the ability to relate to a wide range of people from diverse social and cultural backgrounds and all age groups
- Appreciate the significance of effective teamwork – whilst also able to work well independently to achieve common goals of quality service
- Strong time management strategies – with the ability to plan, prioritise, and self-manage my workflow
- Excellent problem solving skills
- Demonstrated success in meeting targets and deadlines in high pressure situations
- Adaptable, flexible, and open to an ever-changing work environment
- A strong work ethic: I am reliable , conscientious, and passionate about my work
- A competent level of computer literacy in the Microsoft Office suite (Word and Excel) as well as a high level in the customised Bank In-House and Online databases
Certification
PROFESSIONAL DEVELOPMENT
Certificate IV Frontline Management - completed Dec 2013
Additional Training Courses completed -
Taking Control
Coaching Fundamentals
Managing On-The-Job-Training
Presentation Skills
Phone Techniques
How to Become a Better Communicator
Conference for Women
References
Kimberley Cansdell
Manager - Credit Risk Insights & Analytics
(previous Hindsight Review Team Manager)
Bendigo Bank Ipswich
P: 07 3432 5838
Mobile: 0433 955 290
Coral Staatz
Senior Hindsight Review Officer
Bendigo Bank Ipswich
Mobile: 0407 036 132
Timeline
Hindsight Review Officer
Bendigo and Adelaide Bank
07.2022 - Current
Receptionist and Senior Loan Services Officer
Bendigo and Adelaide Bank
03.2009 - 07.2022
Loan Services Officer
Bendigo and Adelaide Bank
03.2004 - 03.2009
Sales and Service Branch Consultant
Suncorp
07.2000 - 03.2004
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