Ruby Aua Faasalafa
Auckland
Summary
Self-motivated team player skilled in providing extraordinary customer service internally and externally to develop relationships and create positive customer experiences. Proven record of achieving operational efficiency and quality standards and demonstrating compliance with rules and regulations. Committed to maintaining professional relationships to increase profitability and drive business results. Handles complex financial transactions using un-dept knowledge of loan products, services, and lending regulations.
Overview
8
8
years of professional experience
Work History
Lending Support Officer
Bank South Pacific (Samoa) Limited
07.2023 - 10.2023
- Developed strong relationships with customers through high levels of customer service.
- Maintained strict confidentiality of bank records and client information.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Collaborated with other departments to promptly process loan applications.
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Examined customer loan applications for loan approvals and denials.
- Utilized risk management strategies to attain high loan approval rates.
- Recommended loan approvals and denials based on customer loan application reviews.
- Advised clients on mortgage, education and personal loans.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Developed systems to efficiently track loan documents and enhance accuracy.
- Developed and implemented marketing campaigns to attract new customers.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
Loan Administration Officer
Bank South Pacific (Samoa) Limited
07.2021 - 07.2023
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Monitored pipelines to track and log status of loans.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Proactively identified solutions for customers experiencing credit issues.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Negotiated loan terms and conditions with customers to secure best deal.
- Assessed loan portfolios for compliance with underwriting policies.
- Compiled closing packages for drafting and presentation accuracy.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Researched and updated industry knowledge on changing legislation and regulations.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
Relationship Officer
Bank South Pacific (Samoa) Limited
04.2018 - 07.2021
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Followed up with customers to gather feedback and provide additional assistance.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Expanded client base by promoting new financial products.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Responded to customer inquiries regarding new accounts and account services.
- Verified customer identity and reviewed documentation for accuracy.
- Presented new and additional products and services to existing customers.
- Maintained customer records and updated account information.
- Activated new accounts and issued customer identification numbers.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
Customer Service Representative
Bank South Pacific (Samoa) Limited
07.2015 - 04.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted available products and services to customers during service, account management, and order calls.
Education
Commerce
National University of Samoa
Apia, Samoa12.2014
Commerce
LDS Church College - Pesega
Apia, Samoa12.2013
Commerce
Maluafou College
Apia, Samoa12.2012
Skills
- Complaint Resolution
- Attention to Detail
- Time Management
- Data Collection
- Data Entry
- Strategic Sales Knowledge
- Excellent Communication
- Financial Planning Processes
- Customer Service-Focused
- Regulatory Compliance
- Financial Product Knowledge
- Financial Statements Preparation
Accomplishments
- Earned highest marks for customer satisfaction, company-wide.
- Up-sold products and motivated customers to upgrade current product plans.
- Supervised team of six staff members.
- Resolved product issue through consumer testing.
- Achieved highest Number of new credit accounts opened within one-month period.
- Received “ Early Bird Employee of the Quarter” service award in a month.
- Achieved monthly targets through effectively helping with financial reports
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Lending Support Officer
Bank South Pacific (Samoa) Limited
07.2023 - 10.2023
Loan Administration Officer
Bank South Pacific (Samoa) Limited
07.2021 - 07.2023
Relationship Officer
Bank South Pacific (Samoa) Limited
04.2018 - 07.2021
Customer Service Representative
Bank South Pacific (Samoa) Limited
07.2015 - 04.2018
Commerce
National University of Samoa
Commerce
LDS Church College - Pesega
Commerce
Maluafou College
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