Hatice Altintop

Key Responsibilities:

• Conducted portfolio data analysis and management to inform strategic decision-making.
• Authored comprehensive credit papers, demonstrating analytical skills and a deep understanding of credit risk.
• Completed forms and complied with internal CRM system requirements to ensure accurate and up-to-date client information.
• Evaluated and recommended non-coded mortgage loan applications within policy guidelines, contributing to sound lending practices.
• Responded to phone and email inquiries from Mortgage brokers and customers, providing effective communication and support.
• Managed credit risk by diligently applying and maintaining all credit policies and guidelines in decision-making processes.
• Demonstrated meticulous attention to detail in reviewing and extracting information from various documents, such as income statements, financial statements, trust deeds, and identification documents, to assess credit worthiness.
• Assisted the Account Manager in loan settlements, coordinating with brokers, lawyers, and stakeholders. Evaluated settlement conditions precedent and prepared internal documents for final settlement approval.

Key Responsibilities - Associate Relationship Manager (Banking and Finance):

• Client Relationship Management: Cultivated and nurtured strong client relationships by understanding their financial needs, addressing concerns promptly, and providing tailored solutions.
• Financial Analysis: Conducted data-driven assessments to better understand clients' risk profiles and financial objectives.
• Collaboration: Worked internally to ensure seamless service delivery, focusing on client satisfaction and retention.
• Revenue Generation: Identified opportunities for upselling and cross-selling, contributing to increased client engagement.
• Compliance: Ensured strict adherence to banking regulations and policies while maintaining a client-centric approach.
• Problem Resolution: Addressed client concerns promptly and efficiently, fostering high levels of satisfaction.
• Market Awareness: Stayed informed on market trends to provide clients with relevant insights and recommendations.
• Documentation and Reporting: Maintained accurate client records and delivered insightful performance reports to enhance client understanding.

• Client Interaction: Provided excellent customer service through various channels, addressing inquiries and resolving issues promptly.
• Product Knowledge: Demonstrated in-depth knowledge of Westpac's products and services, offering tailored solutions to meet customer needs.
• Problem Resolution: Efficiently handled and resolved customer concerns, ensuring a positive customer experience.
• Process Adherence: Adhered to established banking processes and procedures, maintaining compliance with regulatory requirements.
• Cross-functional Collaboration: Collaborated with internal teams to ensure streamlined service delivery and comprehensive customer support.
• Communication Skills: Effectively communicated complex information to customers in a clear and understandable manner.
• Continuous Improvement: Contributed to ongoing process improvement initiatives to enhance overall customer satisfaction.
• Documentation: Maintained accurate customer records and documentation, ensuring data integrity and security.

• Client Liaison: Acted as a primary point of contact for clients, providing information and addressing inquiries related to logistics and freight services.
• Order Processing: Efficiently processed customer orders, ensuring accuracy and timely delivery in coordination with logistics teams.
• Issue Resolution: Resolved customer concerns and issues, demonstrating a commitment to customer satisfaction.
• Shipment Tracking: Provided real-time updates on shipments, ensuring clients were informed of the status and anticipated delivery times.
• Leadership: Undertook a 3 month role as step up Team Leader within the team - Management of customer service team and liaising with other departments within the business to ensure smooth day-to-day operation.

• Customer Service: Assisted customers with all banking enquiries over the phone. Adhering to all banking compliance and policy requirements.
• Data Entry: Ensured that customer files were updated accurately in various banking systems.
• Complaint Resolution: Ensured timely and efficient resolution on customer complaints and feedback.
• Sales: Demonstrated exceptional performance by consistently meeting and surpassing Key Performance Indicators (KPIs), showcasing a commitment to excellence and continuous improvement in achieving organizational goals.
• Product Knowledge: Acquired comprehensive expertise in banking products and services, demonstrating a deep understanding of their features, benefits, and applicability. This proficiency facilitated effective customer interactions, enabling personalized recommendations and solutions to meet clients' financial needs.

• Assisted customers with all banking related enquiries over the phone.
• Account Management.
• Dealt with customer complaints and resolutions in a timely and professional manner.
• Exceeded referral targets as outlined by management.
• Developed my ability to deal with various customer needs and demands in a timely, friendly, professional manner.