TANUJA MAHAKAL

• Undertaking credit assessment of complex lending applications received from Mortgage Advisers, for customers in the Business Banking segment
• Provide an exceptional relationship-based service experience for customers and Mortgage Advisers, supporting ANZ’s Retail & Business Banking goals of being #1 in Growth and #1 in Service
• Delivering competitive product and pricing strategy that will help retain existing customers and attract new business to ANZ.
• Meeting settlement targets through strong relationship building, sound judgemental risk assessment of applications (within ANZ’s credit guidelines) and a strong focus on providing market leading financial solutions to our Business Banking customers and stakeholders in the Mortgage Adviser (key influencers) segment
• Managing my own workflow, to meet or exceed individual and team targets, through collaboration and proactively managing conflicting priorities.

• Assessing Home Loan, Overdrafts and Credit Cards for High Value Commercial and Agri clients.
• Assessing Credit Card request, Overdrafts and Loan Maintenance request for Commercial/Retail clients.
• Liaising with Stake holders, Relationship Managers, Credit Managers and Customers for common goal.
• Resolving complaints and turning complaints into compliments.
• Working on tight time schedules.
• Other responsibilities were more or less same as SPB in Contact Centre. Main difference being dealing with High Value customers and stake holders.

• Been in this role from February 2011 to May 2015 and then went for a short term secondment to Branch from May 2015 to October 2015.
• Telephonic customer conversations in the form of new Home Loan approvals, Home Loan Top-ups and maintenance and effectively answering customer queries.
• Assessing Home Loan, Overdrafts and Credit Cards for Personal and Business clients.
• All the duties that were being performed prior to moving to Branch in May 2015.

The Principal Accountabilities were more or less the same as the SPB in contact Centre. The main difference being dealing with customers face to face and developing relationships at the branch and networking.

The Principal Accountabilities are as under:

• To respond to enquiries from customers, managing those first impressions to achieve high levels of customer engagement and matching bank products to customer needs within Bank credit and risk management standards for lending and insurance.
• To work with customers from first contact, through loan approval and draw-down stage (for up to 6 months). This includes ensuring that appropriate and accurate
  information is collected, attempted fraud is identified, managing the relationship and maintaining customer interest in using the Bank as their home loan provider. In addition, regular follow-up to ensure that the customer is retained by the Bank, prior to drawdown, and meeting lending targets.
• To have sound knowledge of the Bank’s lending product range and actively seek cross selling opportunities, meeting sales targets.
• To be responsible for assessing high volumes of loan applications recommending approval and/or to approve applications, while maintaining quality standards and
  within agreed discretions. Subsequent advice to the customer about the outcome and working with that customer to maintain a positive view of the bank in decline situations.
• To take responsibility for a smooth and accurate handover of the customer and their lending to the Branch, both Direct and Retail network, ensuring that the customer is satisfied with the outcome, clear about future contacts and enabling their consultant in the Bank to maintain that relationship.
• To efficiently and accurately manage added complexity in the lending activity, driven off the volumes (approximately 25 per week) and unusual lending requests (such as customers residing in other countries and the need to calculate conversion rates etc).
• To develop and apply a good understanding of customers and their needs and motivations.
• These duties were over and above the duties of Lending Specialist - 1.

The Principal Accountabilities are as under:

• To respond to customer enquiries from new and existing customers, matching bank’s personal lending products (Unsecured Lending) to customer needs.
• To understand and communicate the Bank’s lending product range.
• To complete loan documentation within service levels.
• To minimise Bank risk by making informed decisions when assessing personal loan applications by making recommendations for approval and/or approving within
  personal discretion.
• To sell the Bank’s insurance and other products
  To work with the team to meet service and sales objectives.
• To work autonomously within a team, supporting other team members and contributing to team goals and spirit.

• Providing Mortgage and Insurance consultation

• Providing Personal Banking services

• Providing Personal Banking services, Micro Biz champion

• Providing relief sales support