Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Languages
Timeline
BusinessAnalyst

Jenny Shao

Auckland

Summary

Accomplished at Westpac New Zealand, I leveraged financial product expertise and exceptional client relationship management to enhance portfolio performance and customer satisfaction. My proactive risk analysis and negotiation skills led to significant client retention, demonstrating a keen analytical ability and a commitment to excellence in a fast-paced environment.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Loans Management Residential Analyst

Westpac New Zealand
08.2023 - Current
  • Client relationships by effectively managing a large portfolio of accounts and promptly addressing concerns.
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Developed tailored credit solutions for clients, taking into consideration their unique needs and financial circumstances.
  • Achieved timely collections by consistently monitoring outstanding debts and communicating with debtors professionally.
  • Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
  • Enhanced department reputation by establishing rapport with clients, demonstrating an understanding of their financial situation, and offering assistance where possible.
  • Ensured compliance with relevant regulations and industry best practices, staying up-to-date on changes affecting the credit industry.
  • Managed disputes effectively, investigating issues thoroughly and implementing appropriate resolutions to maintain client satisfaction.
  • Verified application and account details to accurately assess credit and financial risks of potential clients.
  • Stayed up-to-date on industry regulations, maintaining full compliance in all activities while providing accurate guidance to clients.
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers.
  • Proactively identified solutions for customers experiencing credit issues.
  • Ensured compliance with internal policies and regulatory requirements through diligent documentation of all credit decisions.
  • Identified potential problem loans early on through ongoing monitoring activities, enabling prompt remedial actions when needed.
  • Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
  • Maintained compliance with applicable regulations and laws governing consumer credit.
  • Conducted credit reviews for current clients to determine appropriate risk levels and adjust credit limits as necessary.

Senior Personal Manager/Branch Lending Coach

Westpac New Zealand
01.2019 - 08.2023
  • Consumer Lending CAL One Holder
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Set up and completed loan submission packages.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Retain many client's home loan from leaving Westpac using my active listening, negotiation and retention skills.
  • Planned portfolio solutions after carefully analyzing clients' financial health and future requirements.
  • Developed individualized plans to help customers reach goals within predetermined timelines
  • Train and coach our banking specialists to improve their lending & product knowledge.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Participated in team-building activities to enhance working relationships.
  • Scheduled and taught in class and courses to increase learning opportunities.
  • Gathered and organized supplementary material to support structured lessons.
  • Delivered subject matter expertise for internal staffs and external customers on compliance best practices and quality control.
  • Identified issues, analyzed information and provided solutions to problems

Private Banker (Secondment)

Westpac New Zealand
11.2018 - 12.2018
  • Worked directly with clients investing minimum of $2,000,000.00.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Responded to customer calls and emails to answer questions about products and services.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Advised clients on mortgage and other complex loans.
  • Examined customer loan applications for loan approvals and denials.
  • Developed tailored solutions to meet individual banking needs.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Personal Manager

Westpac NZ Limited
11.2018 - 12.2018
  • Consumer Lending CAL Two Holder
  • Delivered subject matter expertise for internal staffs and external customers on compliance best practices and quality control.
  • Conduct detailed customer needs analysis review to recommend best fit products.
  • Use my own critical thinking system to break down problems, evaluate solutions and make decisions.
  • Evaluated customer complaints, processes and all other aspects of operations to assess compliance.
  • Assist customers with setting up accounts, completing various loan applications and signing up for new businesses.
  • Network to increase client base and maintain strong relationship with all new and existing clients.
  • Build client rapport and relationship. Always create a friendly and trusting relationship with my clients.
  • Promote wide variety of banking products by maintaining excellent service and knowledge in the banking industry.
  • Retain many client's home loan from leaving Westpac using my active listening, negotiation and retention skills.
  • Demonstrate respect, friendliness and willingness to help wherever needed.

Lending Specialist

Westpac NZ Limited
10.2011 - 12.2013
  • Conducted detailed customer needs analysis review to recommend suitable products to fit clients needs.
  • Assisted clients with setting up accounts, completing unsecured and secured loan applications to help clients to achieve their financial goals.
  • Trained and supported my team members with their lending knowledge and skills.
  • Achieved consistent recognition as top performer and nominated few times as Westpac top legends.
  • Built client rapport to ensure consistent satisfaction and loyalty from new to bank and existing clients.
  • Promoted wide variety of banking products by maintaining excellent service and always up to update with the products.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.

Customer Services Representative

Westpac NZ Limited
09.2009 - 10.2011
  • Promoted products to each customer to consistently achieve referral targets.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Cross-trained between customer services representative and cards services and provided back up for customer service managers.
  • Provided ongoing quality service, including basic banking advice and banking products.
  • Helped customers all the time with positive attitude.
  • Assisted one customer in average of 3 minutes by answering questions, responding to inquiries and handling telephone requests.

Education

Bachelor of Commerce - Accounting And Management (Double Major)

Auckland University
02.2005

Skills

  • Loans (Complex, secured and unsecured Lending)
  • Financial product expertise
  • Good understanding of New Zealand Financial market and local banking knowledge
  • Risk analysis
  • Portfolio Analysis
  • Client Relationship Management
  • Risk Management
  • Problem Anticipation and Resolution
  • Credit Evaluation
  • Customer Retention and Negotiation
  • Analytical Thinking
  • Multiple Priorities Management
  • Deadline Adherence

Certification

Financial Services - Residential home lending Level 5

NZ Certificate in Financial Services Level 5

Additional Information

Reference

Loans Management Residential Senior Manager

Margaret Ahamad

027 509 3082


Regional Manager

Jacky Shek

027 446

5903

Languages

Chinese (Mandarin)
Native or Bilingual
Japanese
Limited Working

Timeline

Loans Management Residential Analyst

Westpac New Zealand
08.2023 - Current

Senior Personal Manager/Branch Lending Coach

Westpac New Zealand
01.2019 - 08.2023

Private Banker (Secondment)

Westpac New Zealand
11.2018 - 12.2018

Personal Manager

Westpac NZ Limited
11.2018 - 12.2018

Lending Specialist

Westpac NZ Limited
10.2011 - 12.2013

Customer Services Representative

Westpac NZ Limited
09.2009 - 10.2011

Bachelor of Commerce - Accounting And Management (Double Major)

Auckland University

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