Yixia(Christal) Chen

• Led a front-line customer service team, fostering a supportive and collaborative environment focused on performance and service excellence.
• Handled escalated customer concerns with professionalism, resolving issues while maintaining loyalty and satisfaction.
• Trained and supported new team members, sharing effective practices in handling complex service situations and achieving positive outcomes.
• Conducted in-branch and over-the-phone consultations to assist clients with personal loan needs, including debt consolidation, car purchases, travel, and renovation purposes.
• Guided customers through the end-to-end process from loan needs analysis, affordability assessment, product recommendation, application submission, to final settlement.
• Performed initial serviceability checks and conducted credit pre-assessments using internal lending systems.
• Collected and verified income documents (PAYG & self-employed), ID, and supporting documents as part of the compliance and credit risk process.
• Ensured timely and accurate loan documentation and liaised with credit assessors and settlements team to ensure smooth approvals.
• Delivered personalised loan structuring advice to align with client repayment capacities and financial goals.
• Regularly followed up with clients to provide updates, manage expectations, and support post-settlement enquiries.

Key Achievements:

• Boosted personal loan conversions through targeted in-branch and phone consultations, consistently exceeding sales KPIs while maintaining high customer satisfaction ratings.
• Played a key role in streamlining the loan consultation workflow, resulting in faster turnaround times and improved compliance accuracy.

• Managed end-to-end home loan support for PAYG, self-employed, and company applications from approval to settlement.
• Assessed serviceability, verified income and supporting documents, and ensured compliance with credit policies.
• Liaised with credit assessors, solicitors, and brokers, coordinated settlements via PEXA, and ensured accurate contract preparation.
• Delivered expert support on First Home Guarantee Scheme eligibility and documentation, especially for first-home buyers.
• Resolved complex loan scenarios and escalations with high attention to detail and regulatory compliance.

Key Achievement:

• Recognized for managing high volumes of complex loan files with accuracy, leading to a successful transition into the Home Guarantee Scheme team.

• Provided end-to-end support for personal and home lending products, including product switches, rate inquiries, preliminary credit assessments, and servicing capacity checks.
• Identified customer financial needs through high-quality conversations and referred to lending managers, business bankers, and financial planners.
• Assisted small business clients with account setup, loan applications, credit card requests, and transactional support.

Key Achievements:

• Top sales performer in the South Region for home loan referrals and insurance (2017 & 2019).
• Nominated for Home Lending Representative and Star Award for outstanding service and business results.
• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.