Summary
Overview
Work History
Education
Skills
Referees
Accomplishments
Timeline
Generic

Tiffany Lu

Royal Oak,New Zealand

Summary

Results driven Relationship Manager with 20 years experience in retail and personal banking industry. Skilled in managing high valued client portfolios, driving business growth through identifying customer's needs and providing personalised solutions, and delivering perfect client experience. Proven track record of exceeding targets and retaining long-term client relationship.

Overview

23
23
years of professional experience

Work History

Current

ASB
08.2010 - Current

International Premium Banking Centre

  • Managing, supporting and retaining a portfolio of Premium banking customers.
  • Proactively contact and identify customer financial needs and goals.
  • Provide an exceptional personalised experience and providing quality advice.
  • Strong negotiation skills.
  • Retention of customers and achieving over 90% client contact rate.
  • Delivering Perfect client experience, NPS relationship score of 100%.
  • Develop and implement strategies to increase customer satisfaction and referrals.

<p><u>International Broker Centre</u></p> <ul> <li>Assessed, processed and managed home loan applications submitted through broker channels.</li> <li>Promptly acknowledged home loan applications received and informed brokers of the outcome.</li> <li>Built and maintained relationships with the brokers.</li> <li>Strong time management and prioritisation skills.</li> <li>Risk assessment and mitigation.</li> <li>Submitted well-presented application to credit for assessment.</li> </ul>

ASB
04.2016 - 11.2016

International Broker Centre

  • Assessed, processed and managed home loan applications submitted through broker channels.
  • Promptly acknowledged home loan applications received and informed brokers of the outcome.
  • Built and maintained relationships with the brokers.
  • Strong time management and prioritisation skills.
  • Risk assessment and mitigation.
  • Submitted well-presented application to credit for assessment.

<p><u>Auckland Branch and Migrant Banking</u></p> <ul> <li>Conducted mini Finap and identified customers' financial needs.</li> <li>Provided excellent customer service through promoting and offering of bank products and services and referral to specialists.</li> <li>Prepared accurate home loan, overdraft, credit card applications for submission to credit.</li> <li>Conducted account openings and closings for clients.</li> <li>Promoted and opening of Tertiary accounts and credit cards at University.</li> <li>Proactively contacted and advised customers on financial products and services.</li> <li>Responded promptly to customer emails, phone calls and requests for information.</li> </ul>

ASB
04.2007 - 07.2010

Auckland Branch and Migrant Banking

  • Conducted mini Finap and identified customers' financial needs.
  • Provided excellent customer service through promoting and offering of bank products and services and referral to specialists.
  • Prepared accurate home loan, overdraft, credit card applications for submission to credit.
  • Conducted account openings and closings for clients.
  • Promoted and opening of Tertiary accounts and credit cards at University.
  • Proactively contacted and advised customers on financial products and services.
  • Responded promptly to customer emails, phone calls and requests for information.

<p><u>Premier Banking Centre</u></p> <ul> <li>Supported the Personal Account Managers to manage, retain and grow a portfolio of customers.</li> <li>Effectively managed Portfolio of customers while the Personal Account Managers on leave.</li> <li>Provided excellent customer service through promoting and offering of bank products.</li> <li>Assisted with loan application processing and submission to credit.</li> <li>Proactively contacted customers to update Term deposit.</li> </ul>

ASB
06.2006 - 03.2007

Premier Banking Centre

  • Supported the Personal Account Managers to manage, retain and grow a portfolio of customers.
  • Effectively managed Portfolio of customers while the Personal Account Managers on leave.
  • Provided excellent customer service through promoting and offering of bank products.
  • Assisted with loan application processing and submission to credit.
  • Proactively contacted customers to update Term deposit.

<p><u>Auckland Branch and Wyndham Branch</u></p> <ul> <li>Greeted customers upon entering the bank and directed them to appropriate personnel or services.</li> <li>Provided customer service to customers, including answering questions and resolving issues.</li> <li>Conducted account openings and closings for clients.</li> <li>Received and processed banking transactions over the counter.</li> <li>Tag on relevant financial products and services to the customers.</li> </ul>

ASB
01.2004 - 06.2006

Auckland Branch and Wyndham Branch

  • Greeted customers upon entering the bank and directed them to appropriate personnel or services.
  • Provided customer service to customers, including answering questions and resolving issues.
  • Conducted account openings and closings for clients.
  • Received and processed banking transactions over the counter.
  • Tag on relevant financial products and services to the customers.

<p><u>Auckland Dominion Road</u></p> <ul> <li>Greeted customers and provided assistance with product selection.</li> <li>Assisted in maintaining store appearance by stocking shelves, organizing displays, and ensuring cleanliness of the shop floor.</li> <li>Operated the cash register to process customer purchases accurately and efficiently.</li> <li>Successfully promoted/sold House of Décor products.</li> </ul>

House of Décor
01.2002 - 01.2003

Auckland Dominion Road

  • Greeted customers and provided assistance with product selection.
  • Assisted in maintaining store appearance by stocking shelves, organizing displays, and ensuring cleanliness of the shop floor.
  • Operated the cash register to process customer purchases accurately and efficiently.
  • Successfully promoted/sold House of Décor products.

Education

Postgraduate Diploma - Marketing

HAMILTON
HAMILTON
01-2004

Bachelor of Business Studies - Marketing Communications

AUCKLAND
AUCKLAND
01-2003

Skills

  • Strong interpersonal and communication skills
  • A co-operative and supportive team member who enjoys working with others to achieve goals
  • Ability to work under pressure with competence
  • Proven time management and organisational skills
  • Strong initiatives to develop myself through continuous learning
  • Multi-lingual (English, Mandarin, Cantonese)
  • Complex Problem-Solving
  • Strong interpersonal and communication skills
  • A co-operative and supportive team member who enjoys working with others to achieve goals
  • Ability to work under pressure with competence
  • Proven time management and organisational skills
  • Strong initiatives to develop myself through continuous learning
  • Multi-lingual (English, Mandarin, Cantonese)
  • Complex Problem-Solving

Referees

William Lin 

Premium Centre Manager 

International Banking 

021 769 377

Accomplishments

  • Home loan advanced year ending 2025 $6.90mil
  • Home loan advanced year ending 2024 $6.49mil
  • Nominated Individual Brilliance Aug 2024
  • Completed One Step Ahead Leadership Course 2023
  • CAA Level 3
  • Super Achiever Award Finalist- June Quarter 2010
  • PB- Migrant Banking Achieving Individual Average 125.79%- June Quarter 2010
  • PB- Migrant Banking Achieving Individual Average 113.96%- June Quarter 2009
  • PB 1138% Mastering Success- December Quarter 2007
  • PB 982% Mastering Success- September Quarter 2007
  • PB 574% Mastering Success- June Quarter 2007
  • Completed PB @ Work course
  • Top 4 CSO 782% of closed referral target- March Quarter 2006
  • Top 10 CSO 505% of closed referral target- Dec Quarter 2005 (9th place in Central Auckland)

Timeline

<p><u>International Broker Centre</u></p> <ul> <li>Assessed, processed and managed home loan applications submitted through broker channels.</li> <li>Promptly acknowledged home loan applications received and informed brokers of the outcome.</li> <li>Built and maintained relationships with the brokers.</li> <li>Strong time management and prioritisation skills.</li> <li>Risk assessment and mitigation.</li> <li>Submitted well-presented application to credit for assessment.</li> </ul>

ASB
04.2016 - 11.2016

Current

ASB
08.2010 - Current

<p><u>Auckland Branch and Migrant Banking</u></p> <ul> <li>Conducted mini Finap and identified customers' financial needs.</li> <li>Provided excellent customer service through promoting and offering of bank products and services and referral to specialists.</li> <li>Prepared accurate home loan, overdraft, credit card applications for submission to credit.</li> <li>Conducted account openings and closings for clients.</li> <li>Promoted and opening of Tertiary accounts and credit cards at University.</li> <li>Proactively contacted and advised customers on financial products and services.</li> <li>Responded promptly to customer emails, phone calls and requests for information.</li> </ul>

ASB
04.2007 - 07.2010

<p><u>Premier Banking Centre</u></p> <ul> <li>Supported the Personal Account Managers to manage, retain and grow a portfolio of customers.</li> <li>Effectively managed Portfolio of customers while the Personal Account Managers on leave.</li> <li>Provided excellent customer service through promoting and offering of bank products.</li> <li>Assisted with loan application processing and submission to credit.</li> <li>Proactively contacted customers to update Term deposit.</li> </ul>

ASB
06.2006 - 03.2007

<p><u>Auckland Branch and Wyndham Branch</u></p> <ul> <li>Greeted customers upon entering the bank and directed them to appropriate personnel or services.</li> <li>Provided customer service to customers, including answering questions and resolving issues.</li> <li>Conducted account openings and closings for clients.</li> <li>Received and processed banking transactions over the counter.</li> <li>Tag on relevant financial products and services to the customers.</li> </ul>

ASB
01.2004 - 06.2006

<p><u>Auckland Dominion Road</u></p> <ul> <li>Greeted customers and provided assistance with product selection.</li> <li>Assisted in maintaining store appearance by stocking shelves, organizing displays, and ensuring cleanliness of the shop floor.</li> <li>Operated the cash register to process customer purchases accurately and efficiently.</li> <li>Successfully promoted/sold House of Décor products.</li> </ul>

House of Décor
01.2002 - 01.2003

Postgraduate Diploma - Marketing

HAMILTON

Bachelor of Business Studies - Marketing Communications

AUCKLAND
Tiffany Lu