Sonia Fernandes
Internal Consultant – Residential lending at BOQ Specialist- Claim this Profile
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Bio
VAMSIDHAR MALAY
I was particularly impressed by Sonia’s ability to handle even the toughest clients—effortlessly. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly natural to her. Her ability to handle multiple projects was unlike any I’ve seen before and made a dramatic difference in the productivity level of our team. Sonia would be an asset to any team.
Rupam Bhattacharjee
Myself and Sonia have worked in the same branch of Axis Bank and I found her very focused and dedicated. She is smart enough to know what her organization is looking from her and she 'll move exactly in that direction. She is compliant,honest and customer friendly. She will be an asset to the organization she would work for... I wish her all the very best for all her future endeavors...
VAMSIDHAR MALAY
I was particularly impressed by Sonia’s ability to handle even the toughest clients—effortlessly. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly natural to her. Her ability to handle multiple projects was unlike any I’ve seen before and made a dramatic difference in the productivity level of our team. Sonia would be an asset to any team.
Rupam Bhattacharjee
Myself and Sonia have worked in the same branch of Axis Bank and I found her very focused and dedicated. She is smart enough to know what her organization is looking from her and she 'll move exactly in that direction. She is compliant,honest and customer friendly. She will be an asset to the organization she would work for... I wish her all the very best for all her future endeavors...
VAMSIDHAR MALAY
I was particularly impressed by Sonia’s ability to handle even the toughest clients—effortlessly. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly natural to her. Her ability to handle multiple projects was unlike any I’ve seen before and made a dramatic difference in the productivity level of our team. Sonia would be an asset to any team.
Rupam Bhattacharjee
Myself and Sonia have worked in the same branch of Axis Bank and I found her very focused and dedicated. She is smart enough to know what her organization is looking from her and she 'll move exactly in that direction. She is compliant,honest and customer friendly. She will be an asset to the organization she would work for... I wish her all the very best for all her future endeavors...
VAMSIDHAR MALAY
I was particularly impressed by Sonia’s ability to handle even the toughest clients—effortlessly. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly natural to her. Her ability to handle multiple projects was unlike any I’ve seen before and made a dramatic difference in the productivity level of our team. Sonia would be an asset to any team.
Rupam Bhattacharjee
Myself and Sonia have worked in the same branch of Axis Bank and I found her very focused and dedicated. She is smart enough to know what her organization is looking from her and she 'll move exactly in that direction. She is compliant,honest and customer friendly. She will be an asset to the organization she would work for... I wish her all the very best for all her future endeavors...
Credentials
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Innovative Customer Service Techniques
LinkedInApr, 2017- Nov, 2024
Experience
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BOQ Specialist
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Australia
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Financial Services
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100 - 200 Employee
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Internal Consultant – Residential lending
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Mar 2019 - Present
A division of Bank of Queensland specialized in financial services for medical, dental and veterinary professionals. • Responsible for loading client information and files into various systems with high degree of accuracy • Performing all relevant client checks including Equifax reports • Preparing and submitting credit proposals for new residential loan applications and credit cards. • Extract and analyse income documentation including review of complex financial statements and reports to determine loan serviceability • Liaising with internal stakeholders as well as clients, accountants, solicitors and relevant 3rd parties to ensure efficient settlement of each deal • Assisting with multiple product distribution including transactional account and credit card opening • Answering inbound enquiries and providing exceptional customer service • Monitoring ongoing needs of existing client base, client maintenance and retention • Prepare and submit variation for existing lending as required by clients. Show less
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Customer Relationship Specialist
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Apr 2018 - Mar 2019
• Responsible for opening of personal and business accounts after ensuring policy requirement and approval conditions are met.• Performed customer interview for personal loans and credit cards, processed the applications into relevant systems and co-ordinate with internal stakeholders to complete end to end process.• Engaged in proactive outbound calling to maintain and build customer relationship, identify financial product solutions that may be of benefit to customer• Assist branch lender with reviewing existing home loans and where necessary completed pricing request, product conversation request and followed up with internal stakeholders and clients to have these rate changes applied.• Attend to walk-in and inbound customer queries and provide exceptional customer service • Strong focus on compliance for day to day banking activities as per the policy requirements and procedures set by the bank and report deviations if any, on timely manner• Coached and mentored two junior staff members and provided guidance to casual staff members on required basis• As a part of branch sales activity stepped out of branch to promote and generate lead for merchant facility. Show less
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Customer Service Officer
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Jul 2017 - Apr 2018
• Responsible for teller duties including general enquiries, account closing, deposits and withdrawals• Made out bound calls to existing term deposit customer before maturity of term deposits to get the renewal instructions. Negotiated interest rates as required with internal stakeholders to get better deal customer retention• Daily maintenance of the ATM and ensuring branch cash balance and ATM cash balance are within the approved limits for the branch• Managing branch walk-in customers and initiating quality conversations • Booking customer interviews for Lending Specialist and / or Branch Manager• Processing of travel currency cards, Travelex and ordering stationary for the branch Show less
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Axis Bank
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India
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Banking
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700 & Above Employee
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Customer Service Specialist
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Mar 2015 - Nov 2016
• Developed business client relationships, managed commercial accounts and met lending sales goals • Established and enhanced Bank's presence in the local market and developed strong community partnerships • Supervised and participated in the opening and maintenance of all savings and deposit services of retail customers • Ensured compliance with Banking rules, regulations & procedures and adherence to KYC guidelines and clean note policy and enforce Anti-Money Laundering • Processed customer request form after due diligence • Received customer inquiries via electronic / manual / telephone mediums. Researched and resolve the queries • Instrumental in implementing annual and surprise branch audits and ensured all auditors’ recommendations were completed in a timely manner • Completed daily verification of cash and ensured maintenance of cash retention limit set for the branch Show less
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Axis Bank
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India
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Banking
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700 & Above Employee
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Customer Service Officer
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Jun 2012 - Jan 2015
• Facilitated implementation of new and revised policies and procedures throughout branch and department• On -Boarding of Institutional clients – including co-ordination with Relationship Managers, compliance team and clients• Handled travel currency card, issuance, loading/reloading and refund and Outward Forex remittance through intellect software• Ensured day End operation is completed as per stipulated timeline given by the bank• Responsible for maintaining vendor agreements and renewal of the same on regular basis• Completed business and stock inspections and assisted in valuation Show less
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Front Desk Officer
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Apr 2010 - May 2012
• New account acquisition and documentation• Inspected branch office installations and facilities to ensure that company service and operating standards were followed• Responded and prepared documentation regarding legal inquiries from authorized entities• Counselled customers on financial problems and product decisions• Involved in the mobilization of funds and cross-selling of products through active marketing• Provided details for overdrafts, monitored security equipment and assist in completing branch audits• Handle cash counter-Balanced cash drawers in accordance with Bank procedures and policies Show less
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Operations Executive
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Jun 2008 - Mar 2010
• Solicited new business and maintained existing customer relationships• Helped new and existing clients open personal accounts, resolve issues related to online banking services, and navigate bank’s website; assisted corporate and small business account with online business banking• Processed error free customer request forms within turnaround time• Conducted road shows and set up kiosks at various primary locations to promote the Banks products• Receivedcaptured debit cards from ATMs and followed the procedures for destruction and hot listing of the Cards• Maintained and enhanced assigned customer portfolio Show less
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Education
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2006 - 2008
The ICFAI University, Dehradun
Master of Business Administration - MBA -
2003 - 2006
SJMV's Business Administration College for Women J.C.Nagar, Hubli-580 020
Bachelor of Business Administration (BBA), Accounting and Finance -
1990 - 2001
Sacred Heart Convent School, Hubli
High School -
2017 -
Melbourne Polytechnic
CERTIFICATE IV IN EAL (EMPLOYMENT / PROFESSIONAL)
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