Summary
Overview
Work History
Skills
Accomplishments
Languages
Timeline
Generic

Tasha Mainuuoti

Cranbourne,VIC

Summary

Proactive Business Complex Onboarding and Retention Specialist with extensive experience in home loans, small business banking, and customer retention. Improved operational efficiency and customer satisfaction through streamlined processes and effective problem-solving. Skilled in compliance, stakeholder management, and relationship building, offering a strong commitment to advancing organizational success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Results-driven [Job Title] offering [Number]+ years in achieving positive human resources results for [Type] companies. Articulate negotiator skillful in supporting competitive company growth by sourcing top-quality applicants for critical roles. Organized planner with excellent team leadership and program management abilities.

Overview

19
19
years of professional experience

Work History

Business Complex Onboarding

National Australia Business Unit
06.2022 - Current
  • Streamlined onboarding processes for increased efficiency, reducing time-to-productivity for new and existing business customers.
  • Fostered positive work environment through comprehensive share best practise.
  • Updated · Inbound Call Centre supporting Retail staffs and branches on new onboarding enquiries for new business entities.
  • Outbound contact customers to complete onboarding process, discuss business needs and identifies business opportunities.
  • Outbound contact customers representatives (eg) solicitors, accountants to discuss customers’ requirements and legal documents to support new onboarding process.
  • · Discussing KYC requirements to complete onboarding process
  • Review KYC documents and collect correct legal documents to help support onboarding process of new entities.
  • Discuss customer needs as to why they would need to set up new entities in NAB System
  • Identifies business opportunities to fit business needs for customers.
  • Identifies referral opportunities such as merchant facilities, home loan opportunities, retail opportunities, lending opportunities and others.
  • Make appointment for customer request to speak with a lender.
  • Make referrals to different stakeholders and business partners for further help for customers.

HOME LOAN INBOUND RETENTIONS SPECIALIST

Westpac Group
01.2021 - 05.2022
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Negotiated with customers to retain their lending products, improving profit margins. · Discuss options I can help customers pay off their home loan quicker for e.g split loan low fixed interest rate.
  • Re structured customer’s home loan(s) and loan term.
  • Generate new documents for new changes and send to customer via electronic or post.
  • Discuss different home loan options.
  • Issue Payout figure on customer request.
  • Make appointment for customer request to speak with a lender.
  • Contacting customer from leads generated in system regarding their home loan needs and enquiry.
  • Help customers negotiate home loan pricing.
  • Discuss home loan options and benefits such as home loan package vs basic home loan.

HOME LOAN OUTBOUND RETENTION SPECIALIST

Westpac Group
06.2020 - 01.2021
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
  • Increased customer retention rates by developing and implementing effective loyalty strategies.
  • Strengthened customer relationships, reaching out proactively to gather feedback and offer personalized solutions.
  • Built strong customer rapport, leading to increased advocacy and positive word-of-mouth referrals.
  • Cultivated team environment focused on exceeding customer expectations, leading by example in all customer interactions.
  • Reduced churn significantly by identifying at-risk customers early and creating targeted retention campaigns.
  • Improved service delivery consistency by standardizing response procedures across all customer touchpoints.
  • Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
  • Optimized retention strategies by leveraging data analytics to predict customer behaviour and preferences.
  • Facilitated culture of continuous improvement by regularly reviewing retention strategies and metrics with team.
  • Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
  • Tailored retention initiatives to diverse customer segments, recognizing and addressing specific expectations and requirements.

PROACTIVE CARE BANKER

Westpac Group
09.2019 - 01.2020
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Developed and maintained strong customer relationships, providing exceptional service and advice.
  • Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
  • Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
  • Educated customers on features and benefits of banking products and services.
  • Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
  • Opened, closed, and updated accounts for customers.
  • Strengthened customer relationships through attentive service and prompt resolution of inquiries.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
  • Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
  • Streamlined operations, implementing efficient processes to improve overall productivity and performance.
  • Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
  • Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
  • Enhanced bank profitability by effectively cross-selling various financial products and services.
  • Led team in development of new customer onboarding process, streamlining operations and enhancing customer experience.
  • Designed and implemented client feedback system to identify areas for improvement, leading to enhanced service delivery.
  • Initiated cross-selling strategy that significantly increased uptake of additional banking products and services.
  • Enhanced compliance with banking regulations by conducting regular audits and training sessions for staff, ensuring adherence and reducing legal risks.
  • Analyzed daily financial transactions to ensure accuracy and integrity of bank's financial records.
  • Educated customers on online banking and mobile banking applications.
  • Handled various accounting transactions.
  • Processed applications for new accounts.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Calculated fees due, interest and change for customer transactions.

SECONDMENT SMALL BUSINESS BANKER

ANZ Banking Group
07.2018 - 11.2018
  • Managed a diverse portfolio of small business clients, ensuring their unique financial needs were met efficiently and effectively.
  • Conducted comprehensive financial reviews for new and existing clients, identifying opportunities for growth and improvement.
  • Developed strategies to increase deposit growth by offering competitive products and services tailored to small business needs.
  • Delivered customized lending solutions to help small businesses achieve their short-term and long-term objectives.
  • Generated new business leads through networking events, referrals from satisfied customers, and proactive outreach efforts.
  • Maintained up-to-date knowledge of industry trends, regulations, and competitor offerings to provide informed recommendations to clients.
  • Established strong relationships with small business owners, earning trust as a reliable financial advisor.
  • Enhanced operational efficiency by streamlining processes related to account opening, loan origination, and customer service inquiries.
  • Negotiated loan terms with clients, balancing risk assessment with the client''s ability to repay while maintaining profitability for the bank.
  • Conducted thorough due diligence on prospective borrowers by analyzing their financial documents, collateral assessments, and risk profiles.
  • Developed a reputation as a trusted advisor by consistently exceeding customer expectations and providing sound financial guidance tailored to each client''s unique needs.
  • Collaborated with branch partners to cross-sell banking products and services, increasing overall revenue for the bank.
  • Maintained strict adherence to bank policies, procedures, and compliance standards, minimizing risk and potential for financial loss.
  • Increased small business client satisfaction by providing tailored financial solutions and exceptional customer service.
  • Collaborated with underwriting teams to expedite loan approval processes, ensuring timely access to funds for small business clients.
  • Provided expert guidance on cash management services to optimize clients'' daily operations and liquidity management.
  • Partnered with credit analysts to assess the creditworthiness of potential borrowers and ensure adherence to underwriting guidelines.
  • Counseled struggling businesses on debt restructuring options available through various loan programs offered by the bank.
  • Worked with borrowing clients to procure updated financial information on ongoing basis.
  • Handled various accounting transactions.
  • Maintained friendly and professional customer interactions.
  • Assisted customers with banking needs and inquiries.
  • Educated customers on online banking and mobile banking applications.
  • Referred customers to other banking departments for specialized services.
  • Cross-sold credit cards, loans and other bank products.
  • Trained new hires on customer service policies and procedures.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Processed applications for new accounts.
  • Performed account maintenance by closing out accounts and changing customer addresses.

ASSET FINANCE ASSOCIATES

ANZ Banking Group
06.2017 - 07.2018
  • Generated new business leads by creating targeted marketing materials tailored to specific client segments within the commercial brokerage space.
  • Collaborated with legal counsel throughout transaction lifecycle to ensure proper documentation was prepared and executed according to applicable laws and contractual obligations.
  • Expanded professional network through participation in industry events, leading to increased referral business opportunities.
  • Presented clients with detailed property information packages, highlighting key benefits and addressing any concerns.
  • Assessing economic value and risk potential of new and existing businesses.
  • Preparing and submitting business lending proposals authority lending of up to $1million.
  • Make sure all loan documents collected and forward to analyst for their final decision on loan applications and other lending facilities.
  • Conducting complete business review to uncover and discover business needs. Suggest products and service to suit business needs.
  • Follow up on loan applications status with analysts and update customers.
  • Make appointments for new customers and existing customers. Spot and refer to other business specialists. Attend customer meetings with BBM and senior colleagues.
  • Performing wrap callings and discuss ongoing business needs.
  • Contact external Circle of Influence and make appointment.
  • Report to manager and update weekly tasks and targets. Workshop deals with credit coach and area manager.
  • Gathered and collected all financial information for business and verified accuracy in system.
  • Streamlined expense reporting processes, increasing transparency and reducing processing timeframes.
  • Processed payments to vendors and assisted with other accounts payable and receivables tasks.
  • Maintained a high level of compliance with applicable regulations through regular policy reviews and employee training sessions.
  • Prepared quarterly revenue, expense, and performance reports using [Software].
  • Applied best practices to align accounting processes with current laws and regulations.
  • Prepared accurate financial statements for management review, ensuring timely decisionmaking.
  • Increased efficiency in budgeting processes by automating data inputs and conducting variance analysis.
  • Developed key performance indicators to measure departmental success and identify areas for improvement.
  • Conducted ad hoc financial analyses to support strategic initiatives and assess investment opportunities.
  • Maintained journal entries to track and analyze credit and debit transactions.
  • Assisted in the successful completion of annual audits, addressing auditor inquiries and providing supporting documentation.
  • Resolved various escalated billing charges.
  • Developed and maintained database of financial records for clients.
  • Built and established relationships with clientele to improve future business opportunities.
  • Analyzed financial trends and provided detailed financial reports to management.
  • Prepared company tax returns and other financial filings.
  • Tracked budget forecasts and monitored budget performance.
  • Analyzed and interpreted financial data to inform business decisions.
  • Conducted financial modeling and analysis to identify and assess risks in business operations.
  • Generated financial projections and forecasts for short- and long-term.

Licensed Personal Banker

ANZ Banking Group
05.2007 - 05.2017
  • Increased customer satisfaction by diligently addressing inquiries, concerns, and providing personalized banking solutions.
  • Developed strong relationships with local businesses as part of community outreach efforts aimed at expanding the bank''s presence in the area.
  • Mentored new employees on company policies, procedures, and best practices in personal banking services.
  • Contributed to branch sales goals by proactively identifying opportunities for cross-selling and upselling banking products.
  • Optimized workflow processes within the branch by identifying areas for improvement and implementing necessary changes.
  • Boosted overall client retention rate through proactive communication about promotions or product updates relevant to individual needs.
  • Assisted in achieving branch targets through active participation in promotional campaigns and events.
  • Maintained up-to-date knowledge of industry trends, regulations, and competitor offerings to provide informed advice to clients.
  • Streamlined operational efficiency by maintaining accurate records of all transactions and ensuring timely account updates.
  • Facilitated the resolution of complex client issues in coordination with other departments, ensuring timely responses and satisfactory outcomes.
  • Provided exceptional support during audits by maintaining accurate records and collaborating with internal teams to ensure compliance with all regulatory requirements.
  • Exceeded performance metrics consistently throughout tenure as Licensed Personal Banker through diligent work and commitment to customer satisfaction.
  • Collaborated with team members to ensure seamless service delivery during high-volume periods or staff shortages.
  • Established rapport with clients through attentive listening, understanding their financial needs, and recommending suitable products and services.
  • Ensured a secure environment for sensitive information by strictly adhering to data protection policies and regulations.
  • Enhanced customer loyalty by offering exceptional service during account openings, loan applications, and credit card processing.
  • Implemented effective referral strategies to establish relationships with potential customers and boost branch growth.
  • Conducted comprehensive financial assessments for clients seeking loans or credit approval, contributing to prudent lending decisions.
  • Managed risk effectively by adhering to strict compliance requirements while conducting daily transactions.
  • Continuously improved knowledge of financial products and services through ongoing training, staying abreast of market trends and changes in regulations.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Cultivated strong customer relationships by providing tailored advice and services.
  • Assisted customers with completing required forms for opening and closing bank accounts.
  • Analyzed customers' financial information to deliver personalized account guidance.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Maintained in-depth product and service knowledge for well-informed customer advice.
  • Adapted products and services to suit customers' changing financial circumstances.
  • Responded to customer inquiries regarding new accounts and account services.
  • Verified customer identity and reviewed documentation for accuracy.
  • Maintained customer records and updated account information.
  • Backed up teller team by handling needs of new and existing customers at main counter.
  • Greeted customers and delivered information about new account processes.
  • Presented new and additional products and services to existing customers.
  • Explained account terms and conditions to customers.
  • Monitored accuracy of customer information in system.
  • Collected customer information and completed new account forms.
  • Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
  • Activated new accounts and issued customer identification numbers.
  • Processed customer payments and account setup charges.
  • Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
  • Provided customers with additional information regarding account services.
  • Reconciled customer accounts and balanced daily transactions.
  • Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
  • Tracked and processed customer account requests and applications.

BUSINESS BANK TELLER

ANZ Banking Group
05.2005 - 05.2007
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Processed customer transactions promptly, minimizing wait times.
  • Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
  • Counted and packaged currency and coins.
  • Provided exceptional customer service, resulting in increased client retention and loyalty.
  • Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
  • Reconciled cash drawer and resolved discrepancies.
  • Educated customers on use of banking website and mobile apps.
  • Provided customer records, account statements and copies of checks.
  • Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
  • Educated customers on banking products, enabling them to make informed decisions about their finances.
  • Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Turned in excess cash to maintain drawer security.
  • Audited fellow teller currency to contribute to dual-control procedures.
  • Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
  • Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
  • Processed loan payments accurately, contributing to the overall efficiency of branch operations.
  • Exceeded personal sales goals consistently by proactively engaging with customers and identifying their financial needs.
  • Assisted customers with compromised debit cards and issued new credentials.
  • Enhanced branch sales through cross-selling bank products and services to customers.
  • Placed orders for customer checks and verified starting numbers.
  • Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
  • Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
  • Sold and cross-sold bank products to new and existing customers.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Removed mutilated currency from circulation.
  • Maintained friendly and professional customer interactions.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Handled various accounting transactions.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Referred customers to other banking departments for specialized services.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Assisted customers with banking needs and inquiries.
  • Educated customers on online banking and mobile banking applications.
  • Cross-sold credit cards, loans and other bank products.
  • Monitored and verified suspicious activity on customer accounts.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Received loan and utility payments, sending funds to correct destinations.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Calculated fees due, interest and change for customer transactions.
  • Trained new hires on customer service policies and procedures.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Generated monthly reports on customer activity and customer feedback.
  • Processed applications for new accounts.
  • Wrote and distributed customer correspondence.

Skills

  • Organizational abilities
  • Software Implementation
  • Policy Enforcement
  • Stakeholder Management
  • Policy understanding
  • Performance Tracking
  • Funnel Management
  • Pre check customer's onboarding files for other team members
  • Teamwork and Collaboration
  • Leadership Training and Development
  • Employee Engagement Strategies
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Onboarding, Training, and Development
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Organizational Skills
  • Team Collaboration
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility
  • Decision-Making
  • Relationship Building
  • Exit Interviews and Processes
  • Team building
  • Leadership Development
  • Task Prioritization
  • Self Motivation
  • Policy Improvement Recommendations
  • Coaching and Mentoring
  • Interpersonal Skills
  • Analytical Thinking
  • Conflict Resolution
  • Professionalism
  • Interpersonal Communication
  • Time management abilities
  • Continuous Improvement
  • Adaptability
  • Performance monitoring
  • Problem-solving aptitude
  • Performance Metrics
  • Compliance
  • Labor Relations Coordination
  • Executive Recruiting
  • Negotiation Tactics
  • Corrective Action Planning
  • Analytical Skills
  • Regulatory Compliance
  • Succession Planning

Accomplishments

  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Collaborated with team of [Number] in the development of [Project name].
  • Resolved product issue through consumer testing.
  • Documented and resolved [Issue] which led to [Results].
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Languages

Samoan
Full Professional
Persian
Limited Working

Timeline

Business Complex Onboarding

National Australia Business Unit
06.2022 - Current

HOME LOAN INBOUND RETENTIONS SPECIALIST

Westpac Group
01.2021 - 05.2022

HOME LOAN OUTBOUND RETENTION SPECIALIST

Westpac Group
06.2020 - 01.2021

PROACTIVE CARE BANKER

Westpac Group
09.2019 - 01.2020

SECONDMENT SMALL BUSINESS BANKER

ANZ Banking Group
07.2018 - 11.2018

ASSET FINANCE ASSOCIATES

ANZ Banking Group
06.2017 - 07.2018

Licensed Personal Banker

ANZ Banking Group
05.2007 - 05.2017

BUSINESS BANK TELLER

ANZ Banking Group
05.2005 - 05.2007

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Tasha Mainuuoti