Joycelyn Demsey Pion
Kokopo
Summary
Self-motivated Lending Sales Officer with extensive customer service and sales experience. I believe very much in being a team player. Apart from these I am an eager learner who is open to views and criticism for career and personal growth.
Overview
16
16
years of professional experience
Work History
Lending Sales Officer
BSP Financial Group Limited
04.2019 - Current
- Evaluating credit worthiness by processing loan applications and documentation within customers serviceability limit and lending compliance guidelines.
- Interviewing applicants to determine financial eligibility.
- Building a positive rapport with clients
- Assess customer needs, explore all options and recommend the suitable type of loan to the customer.
- Calculating SME/Housing/other loan products eligibility, vetting of application/requirements and client visitation and inspection.
- Monitor loan portfolio and review files when due and manage arrears customers.
- Communicate with clients via email, phone and in the branch to request or to provide information.
- Action daily reports (Large Amount/Loan arrears 1-4 days/New Loans/Closed Loans) and weekly delinquent notes report
- Justify decisions (approvals/declines) and provide financial advice when required.
- Liaise with HR/Managers of other organizations for workplace banking which we provide banking services at their convenience.
- Compile clients appeal request and doing recommendation to Credit for final review/decision.
- Perform compliance Anti Money Laundering/Counter Terrorist Financing checks on files and updating customers records before processing loan.
- Liaise with Asset Management Unit/Collections/Lending Support regarding client request.
- Doing sales activities and presentation to customers and take part in road show or organized events.
- Prepare and present lending or other required bank training as scheduled by the Branch Training Officer.
- Assist other Teams when required.
- Update job knowledge on types of loans and their specific terms to confidently explain to clients.
- Connected with prospects through road shows and local-area networking.
- Prepared weekly sales reports under specific loan products and report accordingly.
Settlement & Conveyancing Officer
BSP Financial Group Limited
07.2017 - 04.2019
- Doing documentation & compiling funding requests for BSP Retail clients and staff throughout PNG.
- Completing all requirements on lend fast checklist and funding loans via lend fast and also manually.
- Doing documentation for various products (Housing Loans/SME) for Retail Banking PNG.
- Compliance checks on files before settlement and filing.
- Liaise with outside entities (IRC/IPA/Law Firms/Department of Lands/Insurance Companies) for workflow having all requirements set before settling the respective files.
- Doing daily reconciliation for the team and filing.
- Do presentation to few branches to fully understand process and have all requirements in place before processing the housing files to make it easier for other Teams and avoid further delay.
- After settlement of houses/funding, compile letters & memos for registration and return files to respective branches.
- Attend client presentation (Edai Town/ Kennedy Estate) on how to acquire properties from them and to guide our customers.
- Assist through email, phone and walk-in customers regarding our Team queries.
- Completing Housing files for registration at Department of Lands.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
Corporate Documentation Officer
BSP Financial Group Limited
05.2016 - 07.2017
- Doing documentation (Loan agreements/Lease documents/Letter of Offer/Letter of variation/Mortgages, etc.) for BSP Corporate clients throughout PNG.
- Making sure all request have Credit Department approval and are within the Banks policies and procedures.
- Posting (Credit/Debit) large banking transactions on the core system for the bank; making sure it balances at the end of the day.
- Checking vouchers for the other two tellers.
- Doing monthly filing of documents and teller vouchers.
- Funding of different types of loans and leases.
- Making sure trade finances are within the limits before funding is done; same day
- Extending and loading overdraft limits for the clients based on credit’s approval.
- Amending accounts based on Relationship Managers’/Credit’s approval.
- Requesting Relationship team for necessary information relating to documentation if not provided.
- Assisting clients with queries via email and phone and walk-in customers.
- Still an active member of the BSP I-Care Program thus does quarterly presentation to the whole department.
Collections Officer
BSP Financial Group Limited
04.2014 - 05.2016
- Maintained high volume of calls and met demands of busy and productive group.
- Following up on customers with outstanding loans.
- Reconciling accounts for personal loans, housing loans, and doing recommendations according to the findings.
- Approved recommendations are then actioned and explained to customers.
- Analyzing the loan applications if they were asses professionally by personal loan officers.
- Investigating on the cause of missed/insufficient salary.
- Interview customers to find out the problem of bad loans.
- Compile restructure request to Credit Department for approval to assist customer.
- Visit companies with large number of staff with outstanding loans.
- Liaise with their Human Resource Departments regarding their salary breakups/pay slips and final entitlement.
- Property inspection.
- Collect and compile data on Residential Property Investment Loan (Real Estate/Rental payment/method of payment/monthly or fortnightly payment).
- Compile daily and weekly report of the Home loans and personal loan customers for BSP nationwide.
- Assisting customers via email and phone and walk-in bad loan customers.
- Active member of the I-Care BSP Program.
- I was a committee of our Department Social Club; treasurer.
- Received inbound calls and answered questions from customers satisfactorily.
- Advised customers of necessary actions and strategies for debt repayment.
- Initiated negotiations for debt recovery through email, telephone and mail contact.
- Verified and reviewed customer account information.
Priority Teller
BSP Financial Group Limited
05.2012 - 04.2014
- Accepting large/bulk cash and cheque deposits for priority clients
- Paying withdrwals
- Processing bank cheques
- Other Customer Service Roles
- Offer general banking query assistance to walk-in customers.
Administration Officer
BSP Financial Group Limited
11.2011 - 05.2012
- Maintain switchboard-screening all calls before transferring to relevant section or staff concerned
- Assisting customers over the phone regarding all bank queries
- Sending request to IT Department for company and personal accounts printouts
- Place order for stationaries, toners & make sure all are in stock for staff use.
- Control paper/stationary usage
- Call/email IT for IT technical issues experienced by staff
- Checking attendance book and track staff punctuality
- Collect Medical certificates and other statements for absent staff
- Do fort nightly returns for branch staff and send all records to Payroll-HR for processing salaries
- Update staff records for annual/sick or any other leaves
- Liaise with BSP Support Services for stationary order and other maintenance related issues.
- Writing memorandum for notification of any staff transfer or files
- Folding statements and sorting it out in categories; Personal/Company/Priority Clients
- Filling of staff files
- Doing any other task assigned by the management or team Leaders
- Apart from that I still assist in doing the Customer Service Officer responsibilities when need arise.
Customer Service Officer
BSP Financial Group Limited
03.2011 - 11.2011
- Opening Bank Accounts when customers meet all requirements.
- Issue different types of bank cards and cheque books.
- Put on hold or stop stolen bank cards upon customers’ request.
- Assist customers with bank account information and other relevant information on the Bank’s products.
- Printing bank statements and filing customer record cards according to alphabetical order and in categories according to the nature of the account (Kundu Account/Cheque Account/Business Account).
- Assist walk-in customers with general queries/ phone call queries and through correspondence (email/fax/mails)
- Other general customer service duties.
- Responded to customer calls and emails to answer questions about products and services.
- Provided primary customer support to internal and external customers.
Assistant to Head of Legal & Regulatory
Digicel PNG Limited
04.2010 - 03.2011
- Raising Purchase Orders and follow up on payments.
- Follow up on vendors on outstanding invoices so payments are done on a timely manner.
- Reconciliation
- Raise Petty Cash Request for urgent needs for our department and reimbursement for staff.
- Update our accounts records and send updates to the Head of Department (HOD).
- Liaise with our travel team to arrange travel/accommodation/travel allowance for business trip for Legal staff.
- Post letters, arrange hand delivery of legal documents with our Security Department.
- Fax & email correspondence. Make sure all acknowledgement receipts are scanned and forwarded to the HOD to confirm that documents have been delivered.
- Scanning and filling of documents. We have our data room where all our hard copies of Legal documents are filed according to the requirements of the Head of Legal for the Pacific Region and as well as the softcopies.
- Liaise with IT Department for Legal reports to be sent for Police Investigation.
- Calendar – send reminders to Manager and team about any outstanding tasks/meeting/deadlines of activities.
- Report printer/fax faults and any other PC problems experience by any team member.
- Other General Administration duties
Customer Care Executive
Digicel PNG Limited
07.2007 - 03.2010
- Do sim replacements for stolen phones & faulty sim cards.
- Solve customers’ general handset queries, eg, troubleshoot why customers are unable to make/receive calls or send/receive sms & other problems.
- Activate accounts for the Internet service, Multimedia Messaging & WAP (wallpaper/ringing tones) Settings.
- Activate new sim- phones & Bar accounts-stolen phones or voluntary.
- Explain current promotions to customers who are not really sure & give more information on our products & services.
Education
Diploma in Business & Computing
International Training Institute
Port Moresby11.2005
Skills
Customer Service
Effective Communication
Attention to detail
Leadership
Analytical
Risk Management
Professionalism
Timeline
Lending Sales Officer
BSP Financial Group Limited
04.2019 - Current
Settlement & Conveyancing Officer
BSP Financial Group Limited
07.2017 - 04.2019
Corporate Documentation Officer
BSP Financial Group Limited
05.2016 - 07.2017
Collections Officer
BSP Financial Group Limited
04.2014 - 05.2016
Priority Teller
BSP Financial Group Limited
05.2012 - 04.2014
Administration Officer
BSP Financial Group Limited
11.2011 - 05.2012
Customer Service Officer
BSP Financial Group Limited
03.2011 - 11.2011
Assistant to Head of Legal & Regulatory
Digicel PNG Limited
04.2010 - 03.2011
Customer Care Executive
Digicel PNG Limited
07.2007 - 03.2010
Diploma in Business & Computing
International Training Institute
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