OLIVER ZHAO
Auckland,AUK
Summary
Analytical and customer‑centric banking professional with experience across merchant solutions, digital banking, lending operations, and frontline service. Known for identifying process gaps, simplifying complex information, and improving customer and banker experiences through practical, data‑informed solutions. Strong foundation in compliance, credit assessment, and digital systems, supported by leadership experience managing large teams and driving operational improvements. Recognised for adaptability, stakeholder engagement, and a growth mindset, with a passion for continuous learning and contributing to initiatives that enhance efficiency, clarity, and customer outcomes across ANZ.
Overview
7
7
years of professional experience
Work History
Senior Personal Banker
NZCC
07.2024 - Current
- Build and nurture long-term relationships, identifying clients' financial needs and offering tailored lending solutions while maintaining a high level of customer satisfaction.
- Guided clients through home loan products, facilitating loan applications, credit assessments, and documentation to achieve seamless approval processes.
- Evaluated creditworthiness, ensuring compliance with regulatory standards and internal policies to mitigate risk for the bank.
Migrant Banking
ANZ
04.2024 - 07.2024
- Provided personalized guidance to migrant customers during onboarding, enhancing their transition and understanding of banking processes.
- Conducted KYC checks and analyzed SOW/SOF documentation to uphold regulatory compliance, safeguarding customer trust.
- Assessed customer applications and verified visa status to ensure compliance with ANZ policies, facilitating smooth onboarding.
- Maintain accurate records of customer interactions and compliance activities.
Digital Personal Banker
ANZ
04.2023 - 04.2024
- Managed online lending applications, coordinating meetings and appointments to facilitate efficient loan processing.
- Consulted with customers for lending enquiries and account issues.
- Resolved escalated customer service concerns, preserving customer satisfaction and fostering long-term business relationships.
- Provided customer care for general enquiries, term deposits, and credit card maintenance, ensuring prompt and accurate assistance.
- Ensured adherence to company policies to maintain a strong customer focus.
- Focused on learning processes and consistently practiced KnowHow skills.
- Worked within teams while independently understanding bank processes and appropriate referrals.
Retail Shop Manager
Chemist Warehouse
Westgate, New Zealand
06.2019 - 03.2022
- Engaged with customers daily to assess needs, offer assistance, and gather feedback for operational enhancements.
- Executed daily, weekly, and monthly floor plan changes to enhance store layout and drive profitability.
- Conducted job interviews, led employee performance evaluations, and rewarded top performers to attract and retain quality personnel.
- Conducted monthly compliance checks for store operations and HR management to ensure adherence to standards.
Education
Bachelor of International Tourism Management - Tourism Management
AUT
Auckland12-2019
Bachelor of Hospitality and Tourism - Tourism Management
Ryerson University
Toronto12-2018
Skills
- Unsecured lending expertise
- Loan application processing
- Credit report analysis
- Financial risk assessment
- Digital banking systems
- Attention to detail
- Accuracy in financial transactions
- Problem-solving skills
- Decision-making capabilities
- Customer service orientation
- Relationship building
- Communication skills
- Resilience and adaptability
- Leadership abilities
Languages
Fluent both Mandarin Chinese and English
Hobbies and Interests
- Passionate Traveler, always seeking new experience and adventure
- Snowboarding
- Badminton player
References
Available as required
Timeline
Senior Personal Banker
NZCC
07.2024 - Current
Migrant Banking
ANZ
04.2024 - 07.2024
Digital Personal Banker
ANZ
04.2023 - 04.2024
Retail Shop Manager
Chemist Warehouse
06.2019 - 03.2022
Bachelor of International Tourism Management - Tourism Management
AUT
Bachelor of Hospitality and Tourism - Tourism Management
Ryerson University