Tina John

• Analyzed business processes to identify inefficiencies and recommend improvements.
• Collaborated with cross-functional teams to gather and document requirements.
• Designed process maps to visualize workflows and enhance understanding.
• Developed training materials for staff on new operational procedures.
• Conducted data analysis to support decision-making and strategy development.
• Reviewed compliance with regulatory requirements across various processes.
• Assisted in the implementation of new processes to streamline operations.
• Documented best practices related to business process management activities.
• Recommended changes to organizational policies and procedures based on analysis results.
• Monitored key performance indicators and utilized data analytics tools for insights.
• Maintained up-to-date knowledge of regulatory standards applicable to business processes.
• Acted as a liaison between multiple departments within the organization during projects.
• Performed gap analysis between current state processes and desired future state processes.
• Identified needs of customers promptly and efficiently.
• Assessed programs to identify risks or problems to determine appropriate responses.

Conducted quality assurance checks on BSR and BSCC files and calls.

Performed settlement file assessments prior to disposal proceedings.

Provided constructive feedback and policy references during quality evaluations.

Attended team huddles with Business Solution teams to clarify quality check requirements.

Generated daily snapshot reports for leadership review, enhancing operational insights.

Monitored NCCP queues daily to manage risk effectively.

Executed requests from the team's inbox while maintaining productivity in high-volume tasks.

Investigated files using multiple NAB systems to ensure data accuracy and integrity.

• Completed day-to-day duties accurately and efficiently.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Collaborated closely with team members to achieve the tasks within the SLA.
• Maintained updated knowledge through continuing education and advanced training.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Utilized various software and tools to streamline processes and optimize performance.

Contributed to COVID-19 VIC NAB Assist support team for home, personal, and business loans.

Processed loan deferrals for principal and interest, interest-only home loans, personal loans, and credit cards.

Managed home loan deferrals specifically for business loans.

Supported business and trust customers with home loan deferral inquiries.

Cancelled existing home loan deferrals as per customer requests.

Conducted follow-up calls to customers on deferrals to ensure ongoing support and options.

Updated customer details in database during COVID-19 check-in procedures.

Handled requests for cancelling, maintaining, or extending deferrals while coordinating with NAB Assist specialists.

• Processed transactions accurately and efficiently daily.
• Maintained compliance with banking regulations and policies diligently.
• Verified customer identity using government-issued identification documents.
• Monitored changes in regulations affecting banks and updated policies accordingly.
• Resolved customer inquiries and complaints, ensuring satisfaction and compliance with banking regulations.

Conducted customer interviews to uncover needs through inspired conversations.

Streamlined identification of customer needs via inspired dialogue.

Generated lending business by fostering relationships with clients.

Retained home loan customers through regular follow-ups and engagement.

Built rapport with customers to encourage referrals from family and friends.

Collaborated with credit coaches and managers to secure optimal customer outcomes.

Managed branch operations and staff in absence of branch manager for continuity.

Trained new banking advisors and provided coaching to enhance staff capabilities.

• Advised clients on banking products and services for optimal financial solutions.
• Managed client accounts, ensuring accurate and timely transactions.
• Assisted clients with loan applications, guiding them through the process.
• Conducted financial assessments to identify client needs and goals.
• Educated customers on digital banking tools and features for convenience.
• Resolved client inquiries and issues, providing exceptional customer service.
• Collaborated with team members to enhance service delivery and efficiency.
• Maintained compliance with banking regulations and internal policies consistently.
• Built relationships with customers by providing excellent customer service.
• Assisted customers in opening new accounts or transferring existing accounts from other institutions.
• Conducted regular reviews with clients to discuss progress towards achieving their objectives.
• Responded promptly to customer complaints by resolving issues efficiently and effectively.
• Reviewed credit applications for accuracy before submitting them for approval.
• Collaborated with other departments within the bank to provide quality service to clients.
• Generated sales leads through networking activities such as attending events or contacting potential customers.
• Consulted with clients to assess and meet short- and long-term financial goal.
• Developed and maintained strong client relationships through exceptional service and communication.

Conducted comprehensive home loan file reviews to ensure compliance with regulations.

Managed delegated DCA of $1.5 million effectively.

Investigated customer payment histories and current financial situations.

Analyzed client behavior to identify optimal solutions for each individual.

Developed strategies to assist customers in managing their home loans.

Facilitated thorough conversations to assess customer financial positions and create actionable plans.

Guided customers through available options for loan assistance.

Educated customers on potential consequences, including default notices and credit impacts.

• Evaluated risk, gauged relative valuations and identified threats.
• Conducted periodic portfolio reviews to ensure alignment with client objectives and market conditions.
• Presented portfolio performance reports to stakeholders, highlighting achievements and areas for improvement.

Contacted existing home loan customers for complimentary reviews of NAB lending.

Attended to customer inquiries regarding home loans, rates, and additional lending options via email and phone.

Built rapport with customers as primary point of contact to enhance customer satisfaction.

Assisted customers with new home loan applications, limit increases, and loan structuring.

Generated new business daily through structured conversations and strategic triggers.

Contributed to business growth by creating new money applications.

Achieved daily goals by adhering to established frameworks and proactively engaging on dialler.

Demonstrated effective time management skills to consistently meet KPIs.

• Assisted clients in navigating home loan applications and documentation requirements.
• Evaluated client financial information to determine loan eligibility and options.
• Collaborated with real estate agents to facilitate smooth property transactions.
• Provided expert advice on mortgage products tailored to individual client needs.
• Conducted thorough risk assessments to ensure compliance with lending policies.
• Educated clients on the home loan process and financial responsibilities involved.
• Coordinated communication between clients, underwriters, and other stakeholders.
• Developed and maintained strong relationships with clients for ongoing support services.
• Prepared documents for closing including title search paperwork and insurance information.
• Verified accuracy of all documentation prior to submission for final approval.
• Negotiated loan terms with borrowers in accordance with company policies.
• Researched and resolved customer inquiries related to loan terms, payments, and other issues.
• Gathered client debt, credit and income information to determine loan eligibility.
• Developed and maintained relationships with local real estate agents.
• Verified applicant information by consulting with outside agencies, credit bureaus and businesses.
• Submitted applications to credit analysts.
• Kept detailed records regarding approved, denied and received loan applications.
• Monitored loan progress, ensuring timely processing and closing.
• Conducted comprehensive financial analyses to assess borrower's ability to repay.
• Conducted property appraisals to ascertain loan-to-value ratios.
• Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
• Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
• Identified valuable solutions for customers with credit problems.

Addressed customer inquiries regarding home loan payout figures.

Retained home loan customers by assessing needs and providing immediate solutions.

Built rapport with customers to enhance trust and promote advocacy.

Mapped conversations to identify customer goals, tailoring suitable solutions for retention.

Followed up with customers post-resolution to maintain strong relationships.

Demonstrated effective time management and multitasking abilities.

Generated new business opportunities during customer phone interactions.

Contributed to business growth by creating new money applications.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Identified needs of customers promptly and efficiently.
• Assisted with customer requests and answered questions to improve satisfaction.
• Worked with cross-functional teams to achieve goals.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Exceeded customer satisfaction by finding creative solutions to problems.

Engaged and instructed external agents to collect company assets promptly.

Directed sale of collateral to maximize business outcomes.

Negotiated effectively with stakeholders and customers across various levels.

Delivered exceptional customer service to enhance overall satisfaction.

Achieved high compliance and exceeded business targets daily.

Maintained accuracy and quality at elevated standards.

Resolved complaints efficiently to ensure customer satisfaction.

Managed customer portfolio, consistently exceeding daily targets.

Delivered solutions for customers facing hardship situations.

Assessed supporting documents to ensure accuracy and provide optimal solutions.

Maintained high attention to detail in all tasks.

Demonstrated exceptional customer service skills to enhance satisfaction.

Educated customers on available services and resources.

Trained staff to meet daily KPIs effectively.

• Collected approximately $10,000 daily from 0-30 days late payments and legal accounts.

Negotiated optimal arrangements to benefit both customers and business.

Achieved full compliance with all regulations and policies.

Demonstrated excellent time management skills in handling multiple accounts.

Applied litigation knowledge to enhance collection strategies.