Mike Smith
Auckland,AUK
Summary
Proactive Personal Banking Specialist and Customer Care Officer with extensive experience in customer service and financial planning. Skilled in resolving customer issues, educating clients on lending products, and maintaining compliance with industry regulations. Adept at collaborating with teams to create positive work environments and achieve superior outcomes. Top-performing professional with substantial experience in banking and finance. Dedicated to establishing long-term relations with customers to demonstrate trust and decrease account closure rates.
Overview
4
4
years of professional experience
Work History
Personal Banking Specialist
Westpac New Zealand
10.2021 - Current
- Collaborating with team members to create a positive work culture and achieve superior outcomes.
- Identified and addressed customers' unexpressed needs
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Maintained up-to-date knowledge of industry regulations and compliance standards, ensuring accurate and legally compliant lending practices.
- Monitored pipelines to track and log status of loans.
- Collaborated with underwriting team to ensure adherence to lending guidelines and maintain client confidentiality throughout process
- Created an environment that encouraged ongoing education and growth by establishing effective strategies for sharing knowledge.
Customer Care Officer
Westpac
07.2020 - 09.2021
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Took ownership of customers issues to follow problems through to resolution.
Education
Diploma in Information Technology - Information Technology
Unitec
Mount Albert, NZ12.2018
High School Diploma -
Waitakere College
Auckland, NZ12.2014
Skills
- Loan Processing
- Problem-Solving and Time Management
- Positive Attitude with Attention to Detail
- Financial Planning
- Interpersonal Skills
- Excellent written and verbal skills
- MS Office – Word, Excel, Outlook, PowerPoint
- Continuous Improvement with Willingness to Learn
Personal Interest
- Musician - Guitarist
- Sports - Football & Cricket
Timeline
Personal Banking Specialist
Westpac New Zealand
10.2021 - Current
Customer Care Officer
Westpac
07.2020 - 09.2021
Diploma in Information Technology - Information Technology
Unitec
High School Diploma -
Waitakere College
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