Home Loan Sales Consultant   - Commonwealth Bank Of Australia                                                                                  

November 2008 – Present

Based in Brisbane CBD, taking high volumes of existing and new client enquiries in regards to borrowing funds secured by residential property and in some cases residential and commercial property. The sales process is end to end. Steps involved include selling the loan product, taking the application, contacting clients on receipt of loan documents for a walkthrough, contacting clients to confirm of formal approval once documents are returned, processing of documents through to settlement and final follow up post settlement. Client’s range all socioeconomic levels from pensioners and part time workers on incomes of under $25,000p.a, middle class fulltime working and self employed clients earning up to $80,000p.a and professionals and business owners  earning anywhere from $80,000p.a and above. Loans written also cover a large range of purposes and values. The smallest loans written are top ups on existing Commonwealth Bank home loans for $10,000 - $100,000. The largest loans written are generally for purchases of established and off the plan homes, land, house and land packages, units and townhouses, and for personal investment. These loans generally range anywhere from $100,000 up to $1,300,000. Types of loans written include fixed, variable, split loans, lines of credit, discounted and introductory products. Loans may or may not be in a professional package.

While the main focus of the role is establishing new borrowings there is also a strong focus on cross selling all of the Commonwealth Bank’s products, related or not related to the main transaction. Products sold and established include general insurance i.e. personal/investment home and contents insurance, rentaln insurance, transactional accounts, credit cards, increase in credit card limit, car insurance, and risk insurance i.e. life insurance and income protection directly related to home loans and credit card protection insurance. Products sold and referred to specialists include superannuation, retirement and investment planning, life insurance and income protection (full policies), secured lending for business purposes, unsecured loans i.e. personal loans and unsecured overdrafts. Quarterly and annual dollar value targets are set for loans funded and the products mentioned. Targets must be met to be meeting expectations of the role.

Results & Accomplishments

·         With a set target of $9,500,000 for funded loans per quarter , I funded $12,600,000 for quarter 4 08/09 (April, May, June)

·         I funded $16,800,00 in new loans for quarter 1 09/10 (July, August, September)

·         Top home loan consultant in Brisbane direct banking centre for total cross sales quarter 1 09/10

·         With a target, calculated by adding annual insurance premiums, of  $12,000 per quarter, sold $23,000 worth of new policies for quarter 4 08/09 and $26,000 worth of new polices for quarter 1 09/10

·         Received 15 written compliments from clients in regards to level of service & professionalism I provided in the last 4 months (June – September 09)

·         9/12 of my clients surveyed by Roy Morgan for customer experience for quarter 1 09/10 gave me an overall 10/10

Home Loan Service Consultant  - Commonwealth Bank Of Australia                                                              

January 2008 – November 2009

Based in Brisbane CBD, high volume customer service and sales focused role, taking enquiries from customers on existing Commonwealth Bank home loans. With an emphasis on problem solving and resolving issues this role required a consistent high level of customer service, listening and explanatory skills. Enquiries related to such issues as correct calculation of interest and fees, changes to due dates or repayments, researching client statement history, interest change history and bank policy to work out when and why changes happened and convey this to clients. This role involved making requests to relevant departments of the bank for corrections and amendments to existing loans. While providing a high level of service, a sales expectation also applied. Targets were in place and had to be achieved to be deemed competent of the position and to achieve progression within the bank. These included increasing credit card limits and opening new accounts. Also generating interest for new secured borrowing was a focus. Once interest was generated, clients would be directly transferred to a home loan sales consultant. Referrals were also made to the branch network and relevant specialists for all Commonwealth Bank’s products.

Results & Accomplishments

·         Selected based on product expertise and sales results train newly acquired employees (one on one) on the position until autonomous competence achieved

·         Top sales person with in my team of 15, for 8 consecutive weeks March – April 2008

·         Received 2 written compliments from customers for service provided

·         Gained enough experience and produced high enough sales results to be considered for a home lending position

Personal Loan Sales Consultant    Commonwealth Bank Of Australia                                                                                 

October 2005 – January 2008

Based in Brisbane CBD, high volume sales position with a focus on unsecured and secured personal loans. Enquires from clients, new to the CBA and existing, in regards to personal loans. The focus of this role was on completing a personal loan application for instant approval and also cross selling bank products. Unsecured loans ranged from $5000 to $50,000 and secured loans for vehicles only, ranged from $20,000 with the maximum borrowing limit determined on affordability. This role was a service for clients ranging over the same socioeconomic levels as my current position. Once a personal loan application was taken and approved the client was then referred to their local branch for completion of documents and funding of the loan. Along with selling the personal loan, targets and expectations were set for opening new accounts, credit cards and establishing life protection and income protection policies directly related to the personal loan.

Results & Accomplishments

·         Selected based on product expertise and sales results to train newly acquired employees (one on one) on the position until autonomous competence achieved

·         Achieved highest personal loans funded in direct banking (Brisbane & Sydney offices) for weekending 21/11/06 – 165% of funding target

·         Second in personal loans funded in direct banking for month of November 2006

·         Trained in workforce management system – updating leave etc

·         Developed excel spreadsheet for updating of daily team statistics and excel spreadsheet for calculation of personal loan and insurance repayments, approved by management and used by team

Previous Employment

While working as a personal loan consultant I also worked for a short period in a suburban Commonwealth Bank branch as a customer service specialist, helping clients with general and sales enquiries in regards to all CBA products and accounts.

Prior to working with the CBA I held positions in direct sales, face to face and via the telephone. These were commission based positions. I also worked in general customer service positions in call centres and stores.