Trang Nguyen
Panania
Summary
Settlement professional with comprehensive background in managing financial transactions and resolving discrepancies. Known for meticulous approach to ensuring compliance and accuracy, contributing to seamless operations. Valued for strong collaboration skills and results-driven mindset, adapting effectively to dynamic environments.
Overview
17
17
years of professional experience
Work History
Settlement Officer
RAMS
04.2020 - 09.2024
- Balanced multiple priorities while maintaining high-quality service levels by effectively allocating resources and managing time constraints.
- Collaborated with legal teams to ensure accuracy and compliance in all documentation related to settlements.
- Initiated proactive problem-solving measures by anticipating potential challenges within the settlement process and taking appropriate action.
- Streamlined the settlement process for quicker turnaround times, improving overall efficiency.
- Prepared accurate reports detailing the progress of each case, facilitating improved decision-making among stakeholders.
- Managed high-volume caseloads, prioritizing tasks to meet tight deadlines and maintaining attention to detail.
- Provided excellent customer service by addressing concerns promptly and professionally.
- Assisted in training new team members on company policies and best practices for effective settlements management.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Initiated proactive problem-solving measures by anticipating potential challenges within the settlement process and taking appropriate action.
- Reduced errors in settlement documents by implementing a thorough review process before final submission.
Business Process Analyst
RAMS
02.2019 - 03.2020
- Third line support to analyse enquires from customer support to run credit reports against loan applications and generate a report & action changes against comprehensive credit report
- Established strong relationships with internal clients to better understand their needs and expectations related to process improvements
- Write to customer to advice of outcome of analysis on credit report
- Performed root-cause analysis on recurring issues within existing processes, identifying solutions that addressed underlying causes effectively
- Served as a subject matter expert on business process analysis methodologies within the organization, mentoring junior team members as needed.
- Assisted with new hire processing and existing training programs
Business Improvement & Change Management Manager
RAMS
01.2017 - 01.2019
- Identify areas of business process that can optimize manual process with multiple touch points
- Share changes to regulations or touch points in business process with teams
- Create business case for improvement to internal business processes
- Streamlined project management procedures with the integration of innovative tools and methodologies.
- Improved change management processes by developing and implementing strategic plans and guidelines
- Reduced resistance to change by providing comprehensive training programs and support resources for employees
- Designed processes and systems supporting business needs before, during and after transitions
Credit Manager
RAMS
02.2017 - 04.2017
- Negotiated payment plans with delinquent customers to minimize losses while maintaining positive client relationships.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Work cross-functionally with sales, management, and other departments to maintain effective operations.
- Improved credit risk management by implementing effective underwriting policies and procedures.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Participated in internal audits to ensure adherence to corporate guidelines and regulatory requirements related to credit management activities.
- Developed strong relationships with clients through professional communication and timely resolution of credit issues.
Loans Officer
RAMS
03.2015 - 02.2017
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Examined customer loan applications for loan approvals and denials.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Improved loan processing efficiency by streamlining application procedures and documentation requirements.
Business banker specialist
Westpac
03.2014 - 03.2015
- Resolve issues related to new business requirements and compliance
- Support customers in achieving financial goals by identifying opportunities in residential and commercial lending, asset protection, and wealth management, collaborating with Home Finance Managers and Financial Planners
- Enhance customer satisfaction by exceeding expectations and fostering long-term relationships
- Consistent 10 out of 10 Net Promoter Score in quarterly and half yearly basis
- Written customer compliments
Personal banker generalist
Westpac
08.2012 - 08.2014
- Assist mass retail customers and refer suitable clients to Personal Banker Business or Personal Banker Premium
- Proactively call customers to build relationships, convert them into MyBank advocates, and provide consistent follow-ups
- Open real estate trust accounts and regularly update trustees
- Manage concierge services by greeting all customers within 10 seconds, escorting them to the appropriate specialist, and organizing pre-booked appointments to minimize wait times and enhance customer satisfaction
- Promoted to Personal Banker Business
- Written customers compliments
Teller
Westpac
08.2010 - 08.2012
- Serve customers directly in the branch
- Deliver exceptional customer experiences
- Identify financial service sales opportunities
- Refer complex banking needs to specialists
- Delight customers with outstanding service
- Handle cash transactions efficiently
- Maintain a service-oriented approach, proactively assisting customers
- Promoted to Personal Banker Generalist
Sales assistant
Supre
08.2007 - 08.2010
- Process cash and card payments accurately
- Report discrepancies and issues to the supervisor
- Assist with stock control and management
- Handle money transactions (Cash/EFT)
- Maintain stock supplies and organize merchandise efficiently
- Promoted to Assistant Manager
Education
HSC -
Tempe High School
01.2009
Skills
- Investigation
- Communication and Collaboration
- Technical team interactions
- Credit reports
- Documentation review
- Organized and Rational Approach
- Strategic thinking
- Team Collaboration
- Business Process Analysis
- Process Mapping and Improvement
- Complex Problem Solving
- Relationship Building
Languages
Vietnamese
Full Professional
Timeline
Settlement Officer
RAMS
04.2020 - 09.2024
Business Process Analyst
RAMS
02.2019 - 03.2020
Credit Manager
RAMS
02.2017 - 04.2017
Business Improvement & Change Management Manager
RAMS
01.2017 - 01.2019
Loans Officer
RAMS
03.2015 - 02.2017
Business banker specialist
Westpac
03.2014 - 03.2015
Personal banker generalist
Westpac
08.2012 - 08.2014
Teller
Westpac
08.2010 - 08.2012
Sales assistant
Supre
08.2007 - 08.2010
HSC -
Tempe High School
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