Sotiris Mertzanakis
Punchbowl,NSW
Summary
Professional with strong background in team leadership and operational management. Skilled in fostering collaboration, driving team success, and adapting to evolving demands. Expertise in conflict resolution, project coordination, and strategic planning. Known for reliability, effective communication, and results-driven mindset.
Overview
11
11
years of professional experience
Work History
Assistant team leader
ITSM- CCVIP
02.2024 - Current
- Provided timely and professional support to customers via live chat, email.
- Escalated complex issues to the appropriate departments for resolution.
- Maintained a strong knowledge of promotions, game rules, and company policies to assist customers effectively.
- Resolved customer inquiries regarding gameplay, technical issues, and site navigation.
- Monitored player behavior for signs of problem gambling and intervened as necessary.
- Provided support and resources to customers experiencing gambling-related harm.
- Handled self-exclusion and deposit limit requests in accordance with company policies.
Compliance officer
It's Simple finance
01.2018 - 01.2024
- Developed risk-based approach to proactively mitigate financial and compliance risks.
- Evaluated credit worthiness by processing loan applications and documentation within specified times.
- Ensured all loans adhered to AML/CTF policies.
- Monitored and maintained an awareness of changes in federal and state rules and regulations.
- Liaised with internal and external stakeholders which included but not limited to brokers, valuers, conveyancers and clients to ensure all loans were settled within specified timeframes.
- Assist in reviewing loans prepared by other employees.
- Assist in reviewing marketing materials and websites to ensure compliance with advertising regulations. This would include promotional arrangements, website advertising, written advertisements, and social media advertising.
Mortgage Underwriter
It's Simple Finance
01.2015 - 01.2018
- Evaluated mortgage applications to ensure compliance with underwriting standards and guidelines.
- Analyzed borrower financial profiles, including credit reports and income verification, to assess risk.
- Conducted thorough reviews of property appraisals to determine market value and mitigate potential risks.
- Mentored junior underwriters on best practices for risk assessment and decision-making procedures.
- Implemented process improvements that enhanced efficiency in application review timelines and accuracy rates.
- Developed strategies to improve communication between underwriting and other departments, fostering collaboration and efficiency.
- Identified possible fraud risks through meticulous evaluation of application materials, protecting both lenders and homebuyers from potential losses.
Education
Diploma - finance and mortgage brokering management
Certificate IV - Mortgage brokering management
Skills
- Financial data controls and assessment of secure data transmission
- AML/CTF trained and certified
- Management of CRM systems
- Reporting and data analysis
- Excellent computer skills as they relate to financial management
- Compliance assurance
- Conflict resolution
- Stakeholder/client expectation management
- Problem solver
- Detail oriented
- Team player
- Leadership experience
- Decision making
- Communication
- Multi-tasking
Timeline
Assistant team leader
ITSM- CCVIP
02.2024 - Current
Compliance officer
It's Simple finance
01.2018 - 01.2024
Mortgage Underwriter
It's Simple Finance
01.2015 - 01.2018