Troy De Zilva
Mount Gravatt East,Queensland
Summary
Experienced Banker looking for a change in pace and new challenges.
Overview
7
7
years of professional experience
Work History
KYC Refresh Analyst
Bank of Queensland
Brisbane
02.2023 - Current
- Maintain and update the records of our existing customer base ensuring we Meet our regulatory requirements set by AUSTRAC
- Achieved level 3 accreditation for KYC Refresh
- SME responsibilities for the rollout of Dashboard, this involved creating a Training pack for new starters and conducting relevant training
- Involved in collaboration with BOS team to assist with uplift and recording of KYC refresh procedures
- Experience with working with deregistered entities, joined the deregistered team in October 2023
- Lent as support to Customer Exits Team January 2024 until present.
Embedding & Retention Consultant
Bank First
Melbourne
07.2022 - 01.2023
- Develop and maintain meaningful relationships with existing members to ensure their longevity as mortgage customers
- Empower customers by educating them with regards to their existing banking to strengthen their relationship and trust with the bank
- Collaborate with wider teams to ensure each member experience and outcome is of high value and of actual benefit.
Home Lending Specialist
NAB - National Australia Bank
Melbourne
03.2021 - 06.2022
- Hosting appointments with prospective home buyers to guide them through their home buying journey
- Assessing credit applications, and educating customers throughout the application, purchasing and settlement scenario
- Abiding to strict KPIs for my self and the branch as a whole, as well as being second in charge.
Mortgage Litigation Case Manager
ANZ - Australia & New Zealand Banking Group LTD
Melbourne
04.2019 - 03.2021
- Develop and maintain effective working relationships with the banks solicitors to reach resolutions regarding particular legal matters in the mortgage collections process
- Assess and manage high risk property settlements with the aim to minimize financial loss for the bank
- Develop timely strategies to maximize recoveries and again minimize loss for the banks mortgage portfolio.
Mortgage Hardship Consultant
ANZ - Australia & New Zealand Banking Group LTD
South Melbourne, VIC
06.2018 - 04.2019
- Identifying customers who were at risk, or currently experiencing financial hardship through either through identifying particular triggers in conversation or physically assessing applications for assistance
- Providing a tailored experience for each customer in need, in a fast paced environment with the aim of achieving an outcome that is financially beneficial for the customer whilst favourable for the bank
- Having difficult yet necessary conversations with customers in order to educate and increase their understanding of the banking system.
High Risk Collections Officer
ANZ - Australia & New Zealand Banking Group LTD
South Melbourne, VIC
08.2017 - 06.2018
- Managing high arrears mortgages and implementing strategies to assist customers in navigating this issue
- Identifying conversational and behavioural triggers to determine suitable resolutions in line with the customers' financial situation
- Thoroughly reviewing customer scenarios and implementing solutions in line with relevant legislations such as the DCG (debt collection guidelines).
Education
Bachelors in Marketing -
Royal Melbourne Institution of Technologies
09.2016
Timeline
KYC Refresh Analyst
Bank of Queensland
02.2023 - Current
Embedding & Retention Consultant
Bank First
07.2022 - 01.2023
Home Lending Specialist
NAB - National Australia Bank
03.2021 - 06.2022
Mortgage Litigation Case Manager
ANZ - Australia & New Zealand Banking Group LTD
04.2019 - 03.2021
Mortgage Hardship Consultant
ANZ - Australia & New Zealand Banking Group LTD
06.2018 - 04.2019
High Risk Collections Officer
ANZ - Australia & New Zealand Banking Group LTD
08.2017 - 06.2018
Bachelors in Marketing -
Royal Melbourne Institution of Technologies
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