KRUTARTH PATEL
39 Te Ara O Puakawe, Wainuiomata,Lower Hutt
Summary
Highly skilled Home Loan Specialist with experience in managing and processing home loan applications. Possess deep understanding of financial regulations, loan underwriting and customer service. Known for ability to guide clients through complex processes, simplify intricate terms, and maintain strict compliance standards. Previous roles have demonstrated significant impact on client satisfaction levels and process efficiency improvement.
Overview
11
11
years of professional experience
Work History
Customer Service Advisor
KIWIBANK
Lower Hutt, Wellington
02.2025 - Current
- Offering a thorough needs-based assessment and recommending the appropriate range of banking products and services. Working with our customers in their preferred way of engaging with us (inbound calls, outbound calls, secure mail, etc.) when they need us.
- Contribute to a significant uplift in customer engagement and advocacy for the bank, and create real value for our customers.
- Offer the best possible solution to customers based on their financial needs. Work to ensure a win-win situation for both the customer and Kiwibank, ensuring that all business is profitable.
- Engage customers in a way that finds the right balance between professionalism and genuine personalization, ensuring their expectations are managed proactively.
- Proactively schedule time for customer follow-up activities and outbound calling to meet agreed Service Level Agreements (SLAs) in a way that ensures the best customer experience at all times.
- Work with our customers in their journey to become homeowners, offering your expertise in the full lending and approval process.
- Complete the full home lending and approval process within the agreed Delegated Lending Authority (DLA), or refer the application to the central credit assessment team for approval.
- As a qualified financial advisor, I offer advice across wealth and insurance products in line with my qualifications. Where outside of your expertise, ensure they are seamlessly referred to the appropriate internal expert.
- Take personal ownership of customer issues through to resolution. This may involve others in the process, but it should appear seamless from the customer’s perspective.
- Think outside current processes to ensure the appropriate solution is identified for a customer’s issue. This may involve challenging certain existing processes where this is appropriate.
- Provided exceptional customer support through various communication channels.
- Identify areas where processes can be improved for the benefit of the customer, and escalate these as appropriate.
- Proactively ensure your knowledge of current and future products and services is up to date, and how these work together to meet customer needs. Take responsibility for sharing this with the team, both formally and informally.
Customer Experience Representative
KIWIBANK
Lower Hutt, Wellington
08.2023 - 02.2025
- Provide splendid customer services to customers in a friendly and courteous manner at all times
- Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly
- Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
- Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
- Inform and suggest new banking products to customers
- Provide information to customers on their account status and account balances
- Ensure that customers’ confidential information is properly protected and only used for official purposes
- Be involved in performing some financial related and marketing transactions
- Channel complex customer complaints and challenges to the right quarters for effective resolution
- Continuously update skill by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the back.
- Assist banking customers who are victims of fraud, theft or identity theft
- Maintained accurate records of customer interactions and transactions using Good Chat and InTouch software.
- Assist and educate customers to provide different options for Investments and Credit cards.
Store Manager
Rodd and Gunn New Zealand
Tawa, Wellington
10.2021 - 07.2023
- Managing and motivating a team to increase sales and ensure efficiency;
- Managing stock levels through POS management, stock refill and communication with stock managers at head office. Through effective stock management you are also responsible for acceptable stocktakes results.
- Analyzing sales figures and forecasting future sales through putting forward and executing business plans to maximize sales and the overall profitability and sustainability of the Lodge. You will also be required to communicate to your Area Manager sales figures, KPIs, weekly plans and team development coaching plans on a weekly basis.
- Dealing with team issues: interviewing potential candidates; conducting appraisals and performance reviews; and providing or organizing training and development for your team
- Ensuring standards for quality, customer service and health and safety are met;
- Maintain awareness of market trends in the retail industry,understand forthcoming customer initiatives, and monitoring what local competitors are doing;
- Initiate changes and communicate ideas to the regional manager in order to improve the business and ensure the Lodge can compete effectively in the local market.
- Plan and conduct weekly sales meetings for your team to discuss latest sales techniques, new products, overall performance and other topics (s) you see appropriate to discuss in order to promote high moral team spirit and cohesion.
- Maintain all safety and security policies of the Company, including the locking and securing of BookLodge at closing time, cash volume in the cash registers and cash deposits in Lodge safe.
- Communicate and uphold all company policies, rules and regulations, while maintaining a productive and pleasant customer and working environment.
- Coordinate and supervise Lodge housekeeping, maintenance and repair.
- Merchandising the Lodge as per visual merchandising guide and timelines as well as recovering after sell through on a daily basis. You are also required to co- ordinate and supervise that all visual standards are met in order to ensure that brand is represented at the highest level at all times.
Retail Store Manager
Dowse Drive Foodmarket ltd
Lower Hutt, Wellington
04.2016 - 09.2021
- Manage daily operations of grocery store to meet store goals.
- Provide excellent customer services for sales growth.
- Develop positive shopping experience and ensure customer satisfaction.
- Perform inventory control to avoid over stock and low stock.
- Manage product storage and rotation activities to reduce spoilages and damages.
- Ensure that grocery shelves are maintained clean and organized.
- Ensure that shelves are loaded with fresh products all the times.
- Ensure that all products are properly tagged and labelled.
- Setup product displays in store entrance and other sections according to merchandising standards.
- Maintain the store clean, safe and appealing.
- Develop process improvements to maximize sales and profitability.
- Preparing budget forecast
- Staff Recruitment and Training
- Operating and Controlling the Store
Sales Merchandiser
Zeagold Quality Eggs Pvt.Ltd
Auckland, Auckland
11.2014 - 08.2015
- Rotating stock
- Replenishing the shelves
- Checking price points
- Building promotional product displays
- Following briefs and display plans
- Build strong relationships in store to establish a market presence
- Processing credits
- Traveling between various stores
Education
MBA - Business Management
Ntec, National Tertiary Education Consortium
09-2015
BBA - Business Management
Bachelor Degree of Commerce
09-2012
Skills
- Customer relationships
- Computing
- Personal
- Team management
- Customer service
- Skilled communicator
- Energetic and outgoing person
- Motivational
- Business developer
- Flexible and Adaptable
- Data Management
- Dependable and Responsible
- Supervision and leadership
- Relationship Building
Languages
- English
- Hindi
- Gujarati
References
on Request
Personal Information
Visa status: NZ permanent resident
Timeline
Customer Service Advisor
KIWIBANK
02.2025 - Current
Customer Experience Representative
KIWIBANK
08.2023 - 02.2025
Store Manager
Rodd and Gunn New Zealand
10.2021 - 07.2023
Retail Store Manager
Dowse Drive Foodmarket ltd
04.2016 - 09.2021
Sales Merchandiser
Zeagold Quality Eggs Pvt.Ltd
11.2014 - 08.2015
MBA - Business Management
Ntec, National Tertiary Education Consortium
BBA - Business Management
Bachelor Degree of Commerce