Nicholas Lord

An experienced business owner with extensive experience in a number of high paced sales environments, with a passion for

sales and exceptional customer service through face to face, over the phone and email customer contact. I have extensive

people management skills through leading and coaching various sales/service teams by example and best practice.

Having developed these skills over a number of years, I have been able to build rapport easily with internal and external

stakeholders, build lasting relationships with customers, and recommend products based on a quality conversation about

their small business or personal needs.

Skills

� Upsell and cross sell products

� Build lasting and profitable

customer relationships

� Time management skills

� Passion for small business

� Deal with complex situations

� Highly focused

� Identify problems in process

and give feedback for change

� High attention to detail

� Take ownership and be

accountable

� Lead by example

� Customer complaint resolution

� Self-motivator

Experience

WESTPAC BANKING CORPORATION, 275 George St Branch - Sydney, NSW

Business Banker

April 2011 – December 2013

� Relationship management of branch small business, medium business and corporate customers

� Prequalify and discuss eligibility to SME customers on all business and personal products, including

business/personal lending products, transactional, merchant, insurance, wealth and credit cards

� Write quality credit submissions. Complete customer applications for processing with follow up of all supporting

documentation

� Upsell and cross sell through quality needs based conversations

� Drive branch profitability and advocacy through proactive customer contact by email and phone

� Deepening customer relationships by increasing product take-up through cross selling

� Consistently exceed targets for new revenue, NPS and compliance

� Exceptional concierge and front lobby management

� Supervisor override duties and Branch Designated officer

� Health and safety champion for the CBD region

� Keeping up to date with legislation, process, procedure and product updates through classroom training, E-

Academy and policy updates

� Complaints handling processing

� Relief branch manager duties

� Ongoing live coaching of junior members of the branch and share best practice

WESTPAC BANKING CORPORATION, Priority Segments – Epping Corporate Business Centre, NSW

Business Customer Care – Senior Finance Banker- Finance

Oct 2010 – April 2011

� Advise, prequalify and discuss eligibility to SME customers on business and personal lending products

� Upsell and cross sell through quality needs based conversations. Understand and relate to business and personal

customers and recommend the right products and services to fulfill their needs

� Approve loans up to an authorised Credit authority limit

� Recommend personal lending products, i.e. Home Loans and Business lending products, i.e. Term loans and

overdrafts

� Analyse cashflow cycles of business and understand business financials

� Write quality credit submissions. Complete customer applications for processing with follow up of all supporting

documentation

� Mitigate risks of customer with Westpac Credit

� Identify key risks in business and work with customer with future steps if they are not eligible at time of application

i.e. 6 months trading with bank for credit cards

� Liaise with credit managers for credit submissions and subsequent follow ups with customer

� Work with Deal build team, Business Lending Operations, Lending Support Team, Equipment Finance departments

throughout the application process

� Keeping up to date with legislation, process, procedure and product updates through classroom training, E-

Academy and policy updates

Business Customer Care - Senior Banker - Merchant, Transactional and General Base Sales

Jan 2010 – April 2011

• Upsell and cross sell through quality needs based conversations

• Advise and discuss eligibility to new and existing SME and Corporate customers of Westpac merchant facilities i.e.

fixed and wireless terminals, General banking products i.e. bank accounts and credit card, and Transactional

payable/receivable products i.e. Online merchant accounts, Westpac Corporate Online and Bpay

• Recommend products through the right conversation with customers

• Submit quality applications with follow up of all supporting documentation

• Liaise with merchant risk through application process and merchant services for post application process

• Part of team responsible for improvement to streamline overall merchant application and approval process

• Spot and refer opportunities to Westpac Wealth, Business insurance partners, Foreign exchange and international

services

Business Customer Care – Subject Matter Expert - Merchant, Transactional and General Base Sales

April 2010 – Oct 2010

• Proactive live coaching and training of bankers on the phone

• Advise Customer Service Leaders of training gaps and knowledge issues with bankers to improve customer

outcomes

• First point resolution for customer escalations

• Help bankers when in need i.e. complete complicated applications with customers and talk through products where

bankers are not confident

• Liaise with merchant risk through application process and merchant services for post application process

• Escalate applications to Deal build and Merchant risk

• Organise urgent installation of merchant facilities with fleet operations

• Observe risky business practices and inform Westpac risk of these possible risks

• Re-establish broken relationships by providing exceptional customer service

• Run team meetings for bankers and improve morale through constant engagement

• Responsible for the contact center floor when Leaders were absent

• Build motivation and lead by example

Business Customer Service – Banking Representative – Equipment Finance, General Service and Business Advisory Team

July 2009 – Dec 2009

• Answering inbound calls from customers, internal staff members and brokers requiring payouts and closures of

Equipment Finance loans

• Making outbound calls to internal stakeholders and customers in relation to policy and procedure with complex

banking requests

• Complete customer requests for documents by communicating with Westpac Fulfillment and service teams.

Servicing of all SME business accounts and products

• Complete phone and email requests for business customers including account balances, bpay payments,

authorisation of payments, ordering statements and business loan payouts

• Advise internal staff members of policy, procedure and forms relating to proper setup of business products i.e.

bank guarantees and trusts

Education

2010 - WESTPAC BANKING CORPORATION

Tier 2 Accreditation

Currently completing Certificate 3 in Financial Services

Achievements

� 2011 Alfred Davidson Award recipient – 2nd highest achievement at Westpac Bank

� 2009, 2010, 2011 Continuous improvement awards – Awarded for implemented ideas to WEF process and Business

packages

� Recipient of 2 Local Hero Awards

� Top 50 banker - Net Promoter Score high achiever

Proficient in Westpac systems i.e. Host applications (IMS, CS90, SOL, TCS, Infolease), Lending systems (CBF, TLA, TLW,

Lending simulator), Merchant systems (Vision plus, MPS, Pricing model), Account opening and CRM systems (RB, WOS),

Information systems (PSL, IBIS, Business unit - Intranet home pages)

Proficient in Lotus Notes, Microsoft Office and office

Referees

Gino Versace – Senior Business Manager Robby Antonio – Westpac Leader

0401 076 638

0411 819 315