Shirley Lee
9A Wakelin Street Glynde,SA
Summary
Banking professional with extensive experience in operations, customer service, and team leadership. Committed to ensuring regulatory compliance and enhancing customer satisfaction through tailored financial solutions. Proven track record in fostering long-term client relationships and driving branch revenue.
Overview
21
21
years of professional experience
Work History
Personal Banker Specialist
Westpac Banking Corporation
Adelaide, SA
06.2024 - Current
- Assisted customers with suitable banking products (loans, credit cards, savings and investment options) leveraging in-depth knowledge of financial products.
- Resolved customer issues with effective communication and problem-solving skills.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Collaborated with Home Finance Manager and Business Lender to provide comprehensive, high-quality customer support.
- Follow all regulatory standards (e.g., KYC and AML) meticulously, ensuring accuracy and privacy in documentation and customer interactions.
- Developed and maintained strong client relationships through regular communication.
- Networked in community, obtained referrals from customers and used sales techniques such as cold calling to increase business.
Delegated Officer (Hybrid Role) / Senior Personal Banker
Westpac Banking Corporation
Adelaide
03.2008 - 06.2024
- Achieved and exceeded individual sales targets through cross-selling and upselling banking products.
- Collaborated with cross-functional teams to identify sales opportunities and promote banking products, contributing to branch revenue growth.
- Provided personalized financial solutions, addressing complex inquiries, account opening and fostering long-term relationships with clients to meet their financial goals.
- Provided exceptional customer service, addressing inquiries, and resolving issues to enhance customer satisfaction.
- Resolved customer complaints and concerns professionally and promptly, resulting in improved customer satisfaction.
- Led team of banking professionals, mentoring and guiding to enhance skills and improve branch performance.
- Managed daily operations through staff supervision, shift scheduling, and task delegation.
- Ensured compliance with internal policies, industry regulations, and risk management procedures.
- Conducted training sessions for new employees, ensuring they were equipped with the necessary skills and knowledge.
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Provided guidance to team members on how to effectively complete tasks within established timelines.
- Oversaw daily operations and managed team workflow to ensure efficiency.
Bakery Assistant
Woolworths Limited
Adelaide
09.2007 - 03.2008
Service Cashier / Customer Service
Woolworths Limited
Adelaide
09.2005 - 09.2007
Education
Certificate IV - Banking Services
Kaplan Professional Education
Adelaide, SA01-2015
Certificate III - Financial Services
NSW Vocational Education & Training Accreditation Board
Sydney, NSW01-2010
Bachelor of Management - Tourism & Hospitality
University of South Australia
01-2003
Diploma - Hospitality & Tourism Management
Sunway College
Malaysia01-2001
Certificate - Business Administration
Sunway College
Malaysia01-1997
Skills
- Financial analysis
- Banking regulations knowledge
- Proficient in MS Office Suite
- Organizational skills
- Strong attention to detail
- Multitasking and prioritization
- Adapts under pressure
- Interpersonal communication
- Team player with a positive attitude
Accomplishments
- Consumer Annual Award, 2025
- Consumer Annual Award, 2024
- Awarded 'Consumer & Business Customer Engagement', 2023
- Awarded Divisional Recognition and Performing, 2023
- Winning the 'Top Performer' award as Personal Banker, 2022
- Nominated for a Star Award, 2019
- Awarded Best Personal Banker, 2017
- Awarded Best Personal Banker, 2016
- Nominated for a Local Hero award, 2013
Volunteer Experience
- Annual Participation in Guide Dog Donation Charity
- Supporting 'The Greatest Gift Gala' Charity
- Yearly Volunteering in Lunar New Year Street Party
- Support the fundraising for 'Backpacks for Kids' donation yearly
References
- Will Park, Home Finance Manager, Westpac Banking Corporation, 0403 888 686, will.park@westpac.com.au
- Maggie Hui, Associate Private Banker, Westpac Banking Corporation, 0431 722 233, maggie.hui@westpac.com.au
Timeline
Personal Banker Specialist
Westpac Banking Corporation
06.2024 - Current
Delegated Officer (Hybrid Role) / Senior Personal Banker
Westpac Banking Corporation
03.2008 - 06.2024
Bakery Assistant
Woolworths Limited
09.2007 - 03.2008
Service Cashier / Customer Service
Woolworths Limited
09.2005 - 09.2007
Certificate IV - Banking Services
Kaplan Professional Education
Certificate III - Financial Services
NSW Vocational Education & Training Accreditation Board
Bachelor of Management - Tourism & Hospitality
University of South Australia
Diploma - Hospitality & Tourism Management
Sunway College
Certificate - Business Administration
Sunway College