Stephanie has been employed by the bank for almost six years and joined immediately after finishing her Higher School Certificate. Although she didn’t have any formal qualifications, she did have some retail experience, which gave her a good background in customer service.
Her career growth within the Bank has been fast-paced and impressive. Starting out as a Customer Service Specialist, she now works as a Lender Proficiency and Accreditation Coach. This involves helping the Bank’s lenders get the skills and knowledge they need, achieve the best possible outcomes for customers and provide service that’s ‘ten out of ten’.
1. If you met someone at a BBQ (and they had no real knowledge of financial services) how would you describe what you do?
I coach new lenders when they have been appointed a lending role through their first 16 weeks. I help with policy, procedure, service and sales.
2. What do you love most about your job in Retail Banking Services?
I enjoy the array of networks that I have access to. Being in Retail Banking, this is the largest banking sector in the Commonwealth Bank and it is fantastic to see the networks you can build in your role.
3. What qualities do you think a person would need to have to do really well in your role?
They would need an ability to interact with others, a passion to coach and train employees who are new to the bank or to the lending role.
4. Is there anything in particular that you really like about Commonwealth Bank as an employer?
I like the fact that there are so many different avenues in the Bank - so no matter what you want to do with your career, the Bank has something to offer. The people you meet and the relationships you form are just amazing.
A Lender Proficiency and Accreditation Coach is responsible for mentoring new lenders through their 16 week accreditation process and helping them expand their skills and knowledge along the way. They are responsible for providing feedback to new lenders and helping them discover the best way to structure deals, correct common errors, solve compliance issues, and maximise their success by cross-selling.
This role suits someone who is confident being a mentor, with good people skills and a commitment to getting the very best results for the Bank’s customers.