SHAYAN SHEFFIELD
Auckland
Summary
I am seeking a new challenge and an opportunity that will enable me to utilise my skills in my area of competence and enrich my knowledge by giving me a chance to contribute towards the growth of the business along with the benefits of job satisfaction and professional growth.
I am an experienced banking professional with over 20 years of experience in the Banking and Finance industry. I am a qualified Personal Banking Advisor with New Zealand Financial Services Level 5 qualification. I also specialise in troubleshooting, structuring, standardizing, and streamlining processes. I have an eye for detail and have strong experience in delegating work to maximize team productivity. I take advantage of opportunities when it presents itself. I have a successful track record of developing best practices that facilitate more efficient processes. I believe that the backbone of any business is its staff therefore I value and encourage feedback from colleagues which helps enhance team morale.
Clear and courteous communicator with positive and upbeat nature. Effective in processing both routine and urgent requests. Works quickly and within established guidelines.
Overview
21
21
years of professional experience
Work History
Personal Banking Advisor - TSB
TSB
08.2022 - 09.2023
- Understanding customer needs and providing financial advise
- Promoting the Bank’s lending and transactional banking services
- Customer Excellence – developing long term relationships with internal and external stakeholders
- Adhering to Bank’s policy & procedures, AML/CFT Compliance, Code of Conduct, AML, FAR, Privacy Act, CCCFA, and Code of Banking Practice
- Onboarding new customers for account opening
- Reviewing financial products available to existing clients
- Resolving clients complaints and queries within the service level agreement
- Business Development – Networking and Key Partner Referrals in consideration of clients financial needs.
Claims Payment Administrator - Fidelity Life Assurance Ltd
Fidelity Life Assurance Ltd
04.2022 - 07.2024
- Accurately prepare and submit all claim payments within the required timeframes
- Prepare and communicate payment confirmations to clients and/or third parties
- Manage, review, assess, and make payments for allocated portfolios of clients in a timely manner
- Verify critical information and match it against policy terms and conditions to determine its validity
- Working with third parties and internal stakeholders to get a favorable outcome for the claimant
- Maintaining Electronic filing, data entry, and record-keeping system.
Broker Operations Co-Ordinator - TSB
TSB
01.2018 - 01.2022
- Provided centralized operational support for Broker Operations within TSB Bank, Auckland Broker Unit
- Ensured daily workflow management and turnaround times are being met while managing 3 Broker Support Staff
- Managed the communication of any relevant changes to credit policy within TSB to external stakeholders
- Assisted with home loan applications during peak processing periods or during absences
- Developed and maintained positive relationships both internally and with third-party advisers and aggregators
- Compiled performance reports on channel performance
- Provided support to the Head of Third party/Operations Manager and Business Development Manager with process improvement, identifying opportunities to implement changes to improve the efficiency and effectiveness of the Broker team
- Managed Broker accreditation and compliance for onboarding new Brokers and maintained related database
- Problem-solved any issues with weekly broker commission payments
- Assisted in Adviser commission payment enquiries from aggregators or Advisers themselves.
Lending Customer Service Consultant - TSB
TSB
05.2017 - 01.2018
- Interviewed customers to ascertain their banking requirements and provided them with options that best suited their needs
- Processed customer and broker-originated home loans through the bank systems and escalated applications to Credit Team when required with appropriate recommendations
- Had needs-based conversations with Branch Customers regarding Insurance and Kiwisaver
- Built rapport with existing and new bank customers by providing the best service possible resulting in excellent feedback and sales results.
Snr Mobile Sales Associate - ANZ Mobile Mortgage Team
ANZ
01.2008 - 01.2017
- Acted as a credit and service escalation point for the support team and other business units to achieve the best performance and service excellence
- Ensured Bank’s compliance and audit requirements were adhered to by way of compliance testing
- Ensured operational procedures and guidelines were followed by the support team
- Identified and implemented a continuous change in collaboration with Line Manager to ensure an efficient process was maintained
- Daily workflow management
- Provided support by being the “Subject Matter Expert” to the support team
- Identified knowledge gaps and provided training for the team.
Private Manager – ANZ – Staff Mortgages
ANZ
06.2007 - 01.2008
- Interviewed and assessed Bank’s staff home lending applications
- Promoted Staff Banking service proposition and staff benefit packages throughout the Bank
- Liaised with the Mortgage Product Team and the Marketing Team for direct mail out and marketing material to promote the business unit
- Reviewed, counseled, and provided options for ANZ Staff members facing financial hardship
- Utilized understanding of risk and compliance in home lending assessments.
Mobile Sales Associate – ANZ – MMM Mortgage Support
ANZ
07.2003 - 06.2007
- Solved internal/external customer inquiries, requests, and problems quickly, accurately, and in a professional manner
- Identified and managed customer needs and expectations by providing customer service and communication excellence
- Ensured all work was completed efficiently by using effective time management techniques
- Worked cohesively with others to ensure workflow is prioritized and inquiries are addressed effectively and in a timely manner
- Maintained an up-to-date knowledge of Bank processes, relevant products, and services to assess and meet customers’ needs effectively and confidently
- Completed relevant documentation and applications to ensure a prompt and accurate response to the customer
- Ensured the Bank’s compliance, security, and quality standards were met
- Confidently used the Bank’s systems, software, technologies, and processes to produce maximum results.
Education
Fiji School Leaving Certificate
Dudley High School
Suva, FijiSkills
- Analytical and Critical Thinking
- Work Planning and Prioritization
- Relationship Building
- Attention to Detail
- Quality Standards Compliance
- Organizational Skills
- Decision-Making
- Deadline Management
- Clear Communication
Accomplishments
- TSB Bank
- Qualified Financial Advisor – NZ Certificate in Financial Services (Level 5)
- Team Achieved 100% in Voice of Customer Survey FY22-23
- Team Achieved 100% - Engagement Survey FY22-23
- Achieved 100% in AML Assurance Accuracy FY22-23
- Achieved 100% in Onboard AML Assurance Accuracy FY22-23
- TSB Branch Success – Top Net Lending Growth in Northern Region and 2nd nationwide
- ANZ Bank
- Mobile Sales Associate of the Year Award
- Team Award - Night of Achievers
- Developed and implemented best practice standardized processes within the Mobile Mortgage Manager Unit
- Contributed towards designing and implementing a Microsoft Access-based workflow tool to monitor workflow
Personal Qualifications
- New Zealand Certificate in Financial Services Level 5
- Secretarial & Computer Application Course (6 months)
- Pitman’s – Elementary, Intermediate, and Advanced Certificate
- Word Processing & Accounting – Level 1 & 2 _ merit pass
- Fiji School Leaving Certificate/University Entrance/ Fifth Form Certificate (Dudley High School, Suva, Fiji)
References
- Yvonne Fidow, 021 122 7101
- Carey Norrish, Head of Third Party/Brokers, TSB Bank, Carey.norrish@TSB.co.nz
Hobbies and Interests
- Rock Climbing
- Cake Decoration
- Reading
Languages
Hindi
Native or Bilingual
Timeline
Personal Banking Advisor - TSB
TSB
08.2022 - 09.2023
Claims Payment Administrator - Fidelity Life Assurance Ltd
Fidelity Life Assurance Ltd
04.2022 - 07.2024
Broker Operations Co-Ordinator - TSB
TSB
01.2018 - 01.2022
Lending Customer Service Consultant - TSB
TSB
05.2017 - 01.2018
Snr Mobile Sales Associate - ANZ Mobile Mortgage Team
ANZ
01.2008 - 01.2017
Private Manager – ANZ – Staff Mortgages
ANZ
06.2007 - 01.2008
Mobile Sales Associate – ANZ – MMM Mortgage Support
ANZ
07.2003 - 06.2007
Fiji School Leaving Certificate
Dudley High School
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