Steven Zhu

• Prepare and process credit card and personal loan applications with precision, ensuring all customer information is complete and accurate.
• Collaborate with clients to gather necessary documentation and verify details for each application.
• Conduct thorough credit assessments and risk evaluations to support informed lending decisions.
• Ensure all applications comply with internal policies and relevant regulatory guidelines (e.g., KYC, AML); in special cases, utilize the OSG method to develop tailored solutions for client utilize digital platforms to streamline the application process and maintain up-to-date records.
• Coordinate with cross-functional teams to resolve application issues and enhance process efficiency.

Achievements:

• High Accuracy and Throughput: Processed over 20 credit card and personal loan applications each month with a 98% accuracy rate, ensuring strict adherence to regulatory and internal compliance standards.
• Efficiency Improvements: Reduced average application processing time by 20% by streamlining digital workflows and integrating automation tools, resulting in faster turnaround and improved customer satisfaction.
• Innovative Problem Solving: Leveraged the OSG method in special cases to devise tailored financial solutions, which contributed to a 15% decrease in rejection rates and a noticeable boost in client retention.
• Enhanced Risk Management: Developed and implemented a revamped documentation and risk assessment framework that decreased compliance issues by 10% and streamlined the overall review process.
• Cross-Functional Collaboration: Actively collaborated with internal teams to optimize application procedures, ultimately driving a 25% improvement in department efficiency and recognition as a top performer within the team.

• Develop and maintain strong customer relationships by proactively understanding financial objectives and managing a portfolio of retail clients to ensure retention and satisfaction.
• Identify and pursue new business opportunities within the local community to expand the customer base and meet or exceed branch sales targets.
• Provide expert guidance on personal banking products, with a focus on credit cards, personal loans, and home loan support, delivering personalized lending solutions that align with customer needs and bank policies.
• Conduct comprehensive financial assessments and risk evaluations, ensuring all applications comply with internal credit policies and external regulatory standards before approval.
• Educate customers on digital banking platforms and online services, boosting digital literacy to streamline transactions and improve overall customer experience.
• Collaborate with credit, operations, and compliance teams to streamline application workflows, expedite account openings and loan disbursements, and resolve any operational bottlenecks.

Achievements:

• Successfully passed all quarterly compliance audits, ensuring adherence to internal policies and regulatory standards.
• Opened over 200 non-personal accounts, including for businesses, associations, and non-profit organizations, ensuring full compliance with KYC and AML requirements.
• Cultivated and maintained strong relationships with individual clients and non-profit entities, providing tailored financial solutions and fostering long-term partnerships.
• Assumed full responsibility for branch operations during the branch manager's absence, ensuring seamless daily functions and maintaining service continuity.
• Oversaw staff scheduling, conducted training sessions, and provided guidance to ensure team performance aligned with organizational standards.
• Enhanced knowledge in personal lending products, enabling more informed customer interactions and support.
• Implemented strategies that contributed to a steady increase in branch business, aligning with organizational objectives.

• Open and manage customer accounts and provide general solution on enquires;
• Managing over the counter transactions;
• Identify clients’ financial needs, offer appropriate options on financial needs, credit products and general insurance, and exceed sales target consistently;
• Build long-term relationships with clients by involving customers into meaningful conversation and providing excellent customer service;
• Assist Relationship Manager to manage the portfolio and contact customers to maintain relationship on a regular basis;
• Complete request for information template by contacting customers and gathering critical information to facilitate the reviews on customers’ activities and profiles.

Achievements:

• Achieve optimal operational compliance to minimize cash and operational loss thorough the completion of all operation and compliance training.
• 9-10 NPS score from customer who did the NPS survey
• Compliment letter from different customer service managers

• Managing investors’ accounts and converting new business;
• Relationship management of key referral sources, such as accounting firms, financial planners, immigration agencies etc.;
• Assisting in the preparation of monthly seminars, including attracting and retaining sponsorship and grants, venue hire, catering and follow up;
• Document preparation and filing for public investors;
• Ensuring ongoing compliance with all regulatory requirements; and
• Answering and transferring incoming calls.

Achievements:

• Managed 221 Melbourne investors’ accounts, and converted 12 new investors (over $500,000 in investments) over 4 months, 20% higher than the applicable KPI;
• Played a role in increasing monthly funds investment sales by more than 150%;
• Initiated networking activities with Penfolds Wines (50 VIP investors), Paspaley Pearl (30 high-valued investors) and Cartier Jewellery (10 investors due to COVID-19);
• Initiated improvements to the compliance filing system and process, leading to a substantial time saving during end of month compliance meetings;
• Established 4 new avenues, and maintained 6 avenues in investors greeting and reminder system, including birthday and holiday greetings, government updates, posts and event reminders;
• Invited to Porsche New Car Release Ceremony and Charity Dinner hosted by Gladys Liu (Member for Parliament), Birthday Dinner hosted by Jerry Chen (Managing director of real estate group) etc.;
• Launched process and checklists for Medicare, VicRoads and major banks and helped over 35 new arrival investors and their families start their life in Australia;
• Initiated, arranged and hosted 16 badminton events to keep in touch with existing investors between Oct and Jan.