Shivank Punyani
Melbourne,VIC
Summary
Accomplished professional with RG146 Tier 2 certification and expertise in home loan processes and customer relationship management at Australia and New Zealand Bank. Enhanced customer satisfaction by implementing process improvements and training teams. Recognized for exceptional communication and mentoring skills, driving cross-functional collaboration and compliance adherence. Achieved over 95% customer satisfaction through innovative solutions and strategic risk assessment.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Buy & Own a Home Coach ANZ Plus
Australia and New Zealand Bank
Melbourne, Victoria
12.2024 - Current
- Collaborated with management to identify areas for Home Loan process improvement and growth.
- Became a part of a small team joining the Home Loans Coaching Pilot to deep dive and find ways to improve processes and knowledge data base for better Lending experience for customers at ANZ Plus.
- Supported implementation of best practices in Home Loan Services.
- Contributed to team meetings by sharing insights on coaching strategies and methods.
- Worked and completed Home Loan Applications from Application submission to post settlement support.
- Carried out various assessment tasks ranging from income to property verification and made use of RG146 Tier 2 certification to assist customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly support.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized various software and tools to streamline processes and optimize performance.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked with cross-functional teams to achieve goals.
Support Coach ANZ Plus
Australia and New Zealand Bank
Melbourne, Victoria
01.2023 - 12.2024
- Made use of strong technical and subject matter knowledge to assist Coach’s to serve customers with day to day Banking queries.
- Worked on range of tasks, from account to card management , from handling disputes to complaint resolution etc.
- Provided expert knowledge on product features and benefits to enhance customer understanding.
- Developed training materials to support staff in delivering accurate information to clients.
- Was chosen to set up and train a new team of support coaches in Manila, Philippines sharing my technical and product expertise along with my experience working on Legacy systems.
- Collaborated with cross-functional teams to address customer inquiries and resolve issues.
- Facilitated workshops to train employees on best practices and product usage techniques.
- Reviewed and updated documentation for clarity and compliance with organizational standards.
- Engaged in regular feedback sessions to improve training methods and materials continuously.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Analyzed key performance indicators to identify effective strategies.
- Worked closely with human resources to support employee management and organizational planning.
Case Manager Home Loan Applications
Australia and New Zealand Bank
Melbourne, Victoria
11.2019 - 01.2023
- Coordinated client intake and assessment processes to ensure timely service delivery.
- Facilitated communication between clients and internal stakeholders for effective case resolution.
- Monitored client progress and adjusted plans to promote ongoing support and engagement.
- Maintained accurate case documentation in compliance with regulatory standards.
- Conducted regular follow-ups with clients to ensure satisfaction with services provided.
- Provided end to end application assistance - from submission to document preparation and from document verification to completing and signing of PEXA (Property Exchange Australia) settlement.
- Being a subject matter expert assisted remediation team with calculations required to complete the remediation tasks and solutions to fill in process gaps.
- Provided training and guidance to new team members on case management practices.
- Monitored client progress through regular follow-up contacts.
- Assisted clients in completing loan applications accurately.
- Educated clients on various mortgage products and services.
- Collaborated with underwriters to expedite loan approvals.
- Provided exceptional customer service throughout the loan process.
- Maintained up-to-date knowledge of industry regulations and trends.
- Analyzed credit history, income statements, and tax returns to assess risk factors.
- Reviewed and processed loan applications to determine eligibility.
Education
Master of Business Information Management And Systems - Information Management
Latrobe University
Melbourne, Victoria 08.2013 - 08.2015
Skills
- Home loan process
- Document verification
- Case management
- Customer inquiry resolution
- Training development
- Customer relationship management
- Compliance adherence
- Risk assessment
- Cross-functional collaboration
- Effective communication
- Mentoring colleagues
- Team Training
- Regulatory compliance
- Product knowledge
- PEXA settlement handling
- Process improvement
- Attention to detail
Certification
- RG146 Tier 2
References
References available upon request.
Timeline
Buy & Own a Home Coach ANZ Plus
Australia and New Zealand Bank
12.2024 - Current
Support Coach ANZ Plus
Australia and New Zealand Bank
01.2023 - 12.2024
Case Manager Home Loan Applications
Australia and New Zealand Bank
11.2019 - 01.2023
Master of Business Information Management And Systems - Information Management
Latrobe University
08.2013 - 08.2015