Shivani Gounder
Hamilton,Hamilton
Summary
I am a highly enthusiastic financial service professional, effective at working with clients of all levels and backgrounds and I am ready to bring in my 10 years experience in customer service and financial services to your company. You will find me as a Friendly person with adaptable approach. Areas of my expertise are Mortgage and Insurance financial advice, Client Services, Banking, KiwiSaver, Workplace Savings and Investments.
Overview
11
11
years of professional experience
Work History
Mortgage and Insurance Consultant
NZ Home Loans (NZHL)
Hamilton CBD, Hamilton
01.2024 - Current
- Meeting new and existing clients to understand their home loan and insurance needs and provide a tailored financial advice.
- Managing the home loan application process from the start to the end, making sure clients have a smooth experience throughout and ensuring 100% compliance is maintained.
- Needs analysis for new clients and recommending loan structure tailored to their needs.
- Servicing existing clients with additional lending and having annual reviews to help clients payoff the mortgage faster and save on interest with the recommended loan structure.
- Have a 99% loan approval rate with feedbacks received from lenders on having a great dairy note and strong application.
- Comprehensive NZHL KiwiBank knowledge on product and home loan policies and procedures.
Client Services Manager
Tiger Brokers
Auckland, Auckland
02.2022 - 11.2023
- Assisting Tiger Brokers NZ in building its brand in New Zealand by reviewing all forms of communication to better suit the NZ clients.
- Building rapport with high valued investors and converting them successfully into business.
- Conducted a project on mass number of existing clients and gathered feedbacks to improve business functionalities and sales.
- Conducting quarterly audits to foster compliance and great customer service at all levels.
- Training and mentoring new team members to promote productivity, accuracy and friendly customer service.
- Investigating customer service complaints and delivering prompt resolution in a timely manner.
- Creating training manuals to resolve simple and complex customer issues.
Private Wealth Associate
Medcapital
Auckland CBD
07.2021 - 01.2022
- I have worked as a paraplanner/advisor associate for approximately 6 to 7 months before the company went into receivership. My role involved assessing clients' needs and goals on behalf of the Wealth Manager, preparing a wealth plan across all major financial areas, including investments, property, insurance, and home loans.
- This involved preparing the necessary reports, such as the Statement of Advice, Annual Reviews, and Investment Models, using CRM.
- In this short period of time, I achieved the status of the highest-performing associate in sales, along with the Wealth Manager.
Financial Advisor - (Nominated Representative)
NZX - Smartshares/SuperLife
Auckland, AUK
04.2021 - 07.2021
- Assisted the Projects team with the launch of financial advice to the business, and was the very first financial advisor for SmartShares Limited.
- Provided financial advice on Smartshares diversified funds over the phone and face-to-face to over 40 clients in just less than 3 months, and successfully managed to sign up 90% of the clients while still managing other areas of the business.
- Educated clients on Smartshares investment products and services, and KiwiSaver, and assessed their risk level, and established their short, medium, and long-term goals before recommending a product based on their risk tolerance and timeframe.
- Followed the company's compliance process and procedures in providing the clients with accurate, timely financial advice and information.
Senior Client Services Specialist
NZX - Smartshares/SuperLife
Auckland, AUK
08.2017 - 03.2021
- Managed three different aspects of the business, which included being in charge of the Smartshares client services, monitored large-value transactions, and processed the termination payouts for the workplace savings scheme members.
- Proactively contacted existing members to discuss their current investment and KiwiSaver portfolio, and educated them about SuperLife and Smartshares' products and services (37 plus SuperLife KiwiSaver funds and 31 Smartshares ETFs, respectively).
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
Bank Officer
BRED Bank (Fiji) Limited
Nadi, Western Division
03.2015 - 04.2017
- I was a multi-skilled person and handled three roles as an International Payments Officer, Enquiries Officer, and Head Teller.
- Managed all electronic foreign payments from business and individual customers by authenticating and processing inward TT payments received by the bank.
- I took into account cut-off times, value dates, and an understanding of the AML risks involved.
- Mastered the skill to handle customer complaints and criticism with a positive attitude by listening calmly and resolving the issue with them.
- Onboarded clients and promoted bank products and services to new and existing customers through face-to-face interaction, phone calls, and presentations.
- Complied with banking-related laws, regulations, and codes.
- Processed cash transactions such as deposits, withdrawals, and cheques in a timely, accurate, and friendly manner.
Student Intern
The University of the South Pacific
Suva, Central Division
02.2014 - 11.2014
- Completed assigned duties and consistently produced high volume of work to support daily IT business needs.
Education
Certificate in Financial Services Level 5 - Residential Lending
Open Polytec
04-2024
Certificate in Financial Services Level 5 - Personal Insurances
Open Polytec
10-2023
Certificate in Financial Services Level 5 - Investment
Open Polytechnic
Auckland03.2021
Bachelor of Commerce - Accounting and Management & Public Administration
The University of The South Pacific
Suva City, Fiji2015
Skills
- High customer service standards and service focused
- Team Player as well as can work Independently
- Written & verbal communication Skills
- Strong level of attention to detail
- Creative Thinker
- Time Management Skills
- Strong banking ethics
- Superior organization skills
- Can do attitude
Accomplishments
- Internally awarded as part of the NZHL Hamilton CBD franchise for helping the majority of clients achieve financial freedom faster in 2024
- Improved the communication at Tiger Brokers, including emails, call scripts, FAQs, the Tiger Trade app, and overall
- Consistently maintained high customer satisfaction ratings
- Received the Open Value Award for the NZX Auckland office in 2019
- Nominated for the Delivery and Creative Value Award in 2020, 2019, and 2018, respectively, for the NZX Auckland office
Additional Information
- NZ St Johns Certificate -First Aid Level 1
- NZ Certificate of completion- Health and Safety Representative
- Red Cross Refugee volunteer 2020
Professional associations
Member of Institute of Finance Professionals New Zealand Inc (INFINZ)
PROFESSIONAL REFEREES
Available on request.
Timeline
Mortgage and Insurance Consultant
NZ Home Loans (NZHL)
01.2024 - Current
Client Services Manager
Tiger Brokers
02.2022 - 11.2023
Private Wealth Associate
Medcapital
07.2021 - 01.2022
Financial Advisor - (Nominated Representative)
NZX - Smartshares/SuperLife
04.2021 - 07.2021
Senior Client Services Specialist
NZX - Smartshares/SuperLife
08.2017 - 03.2021
Bank Officer
BRED Bank (Fiji) Limited
03.2015 - 04.2017
Student Intern
The University of the South Pacific
02.2014 - 11.2014
Certificate in Financial Services Level 5 - Residential Lending
Open Polytec
Certificate in Financial Services Level 5 - Personal Insurances
Open Polytec
Certificate in Financial Services Level 5 - Investment
Open Polytechnic
Bachelor of Commerce - Accounting and Management & Public Administration
The University of The South Pacific
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