Yuliana Allen
Sylvania,NSW
Summary
Accomplished Loan Officer at RAMS Home Loan - Westpac Group with 15 years experiences showing loyalty and commitment to the business, adept in regulatory compliance and loan processing coordination. Demonstrated success in enhancing loan settlement processes, reducing document errors by implementing rigorous review strategies. Skilled in customer service and excel in high-volume environments through exceptional time management and great attention to details, significantly improving client satisfaction and operational efficiency.
Overview
16
16
years of professional experience
Work History
Loan Officer (Settlement)
RAMS Home Loan - Westpac Group
10.2020 - 08.2024
- Reviewed team's work for quality assurance purposes, maintaining high standards in all settlement process.
- To ensure the efficient management of loan matters by engaging stakeholders to work through any rectification requirements.
- Responsible for ensuring all required checks are completed accurately in order to streamline process for Panel Solicitor
- Ensure inboxes (all states enquiries, matter on hold, from legal team, credit team, product team and loan writers) monitored and managed on a daily basis
- Maintain error rework and communicate to Team Leaders on results
- Follow up of files reworked to ensure SLA requirements are met.
- Communicate and work closely with loan writers, credit team and panel solicitor around solicitor instructions to ensure accuracy and compliance in all documentation related to settlement.
- Conducted comprehensive research on property titles, identifying potential issues that could impact the success of a transaction.
- Kept up-to-date with industry regulations and changes, lending guide, standard operating procedures ensuring continuous compliance in all settlement activities.
- Reduced errors in settlement documents by implementing a thorough review process before final instruction to panel solicitor.
- Managed high-volume, prioritizing tasks to meet SLA requirement and maintaining attention to detail.
- Assisting applicants by reviewing, checking and lodging their first home owner grant and home buyers assistance account grant applications.
- Making sure applicants being charged the correct fees
- Monitoring payout inbox and ensure that all the personal loans and credit cards within westpac group account have been paid out and closed
- Controlling the debt cancellation and reduction by evidencing account closure and/or limit reduction for Westpac group unsecured debts (and secured limit reduction) post settlement by seeking confirmation that account/s have been closed/reduced (account limit).
- COBP (Code banking practice) check by notifying guarantor for any notice of demand, dishonour, excess or overdrawing issued by Westpac Group to the applicants in order to protect guarantor before they consider whether to proceed as guarantor of the loan.
- CIS (Customer Information System), investigating and identifying customer current information to eliminate potential duplicates and updated to current information.
Valuation Officer
Rams Home Loans - Westpac Group
03.2016 - 09.2020
- Valuation officer to contact and communicate with valuer to escalate any urgent valuation request and note any update in ROS system to notify loan writer and credit team.
- Generate valuation reports via VMS system (valuation system we currently used at that time) and making sure the report is uploaded in to ROS system (speedscan).
- Order valuation request manually when required.
- Managing valuation inbox escalation requests, amendment or rework request.
- Middle person between valuer and loan writer, collecting and making sure all the required documents such as contract of sale, title search, building contracts, variations, specifications, plans of subdivision are provided.
- Making sure the valuation report completed within SLA (2days maximum) and checking all the valuation request received are all up to date.
- Maintained current database of completed appraisals and customer information.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.
Triage Officer
Rams Home Loan - Westpac Group
11.2008 - 03.2016
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Compliance: loan officers to ensure all documents provided are compliant with Westpac/RAMS policy and any legislative requirements such as National Consumer Credit Protection, Privacy Act, Anti-money laundering and counter terrorism financing (AML/CTF), Verification of Identity (VOI) requirements, The completion of the Banking Code of Practice checks (BCoP) and verification of correct data entry.
- Minimum credit requirements: triage officers need to verify minimum necessary documents are provided to enable a credit manager to make a valid credit decision. This include correct documentation provided meets RAMS/Westpac policy and they are in correct versions, filled in correctly and completed within validity period and imaged clearly on file.
- Collaborated with loan writer for any outstanding documents and necessary follow up to expedite loan approvals and close deals in a timely manner.
- Maintained strict confidentiality of bank records and client information.
- Triage to conduct necessary search, such as ABN searches, Title Searches, checklist, Employment search, Accountant calls, Employment call.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for credit approval.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Improved loan processing efficiency by streamlining application procedures and documentation requirements to significantly reduce turnaround times for loan approvals.
Education
Bachelor of Business (Accounting) - Accounting
Central Queensland University
Sydney, NSW11.2005
Diploma Of Marketing Management - Marketing Management And Research
Australian International College Of Business
Sydney02.2002
Skills
- Customer oriented
- Be able to work quickly and efficiently in a high volume environment, therefore needs time management, planning and organisation skills
- Strong attention to detail (accuracy)
- Computer literate
- Data Entry Skills
- Quality and productivity oriented
- Integrity
- Self Managing
- Business Focused
- Loan Servicing
- Loan Origination
- Team Player
- Regulatory Compliance
- Document analysis
- Bilingual in English and Indonesian
- Business Development
- Loans
- Friendly
- Credit History Review
- Data Entry
- Microsoft Office
- Loan Processing Coordination
- Loan File Maintenance
- Application review and verification
- Verbal and written communication skills
- Oral and Written Comprehension skills
- Report Preparation
- Complaint Handling and problem solving
- Process Improvement
- Documentation Review
Timeline
Loan Officer (Settlement)
RAMS Home Loan - Westpac Group
10.2020 - 08.2024
Valuation Officer
Rams Home Loans - Westpac Group
03.2016 - 09.2020
Triage Officer
Rams Home Loan - Westpac Group
11.2008 - 03.2016
Bachelor of Business (Accounting) - Accounting
Central Queensland University
Diploma Of Marketing Management - Marketing Management And Research
Australian International College Of Business
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