Past Reflection/ Customer first and adhering to commitment made

March 12, 2024•3 min read

Past Reflection/ Customer first and adhering to commitment made 13.03.2024

In the past weeks I have been extremely busy with packing as we have just relocated to our new residence on Saturday. Boy- did I plan to move on the right date as it was 38 degrees. When I was going all my paperwork, I happened to locate the One team- Spirit of Excellence Awards which was awarded to me during my tenure at Westpac Bank- working as an Assistant Relationship Manager at the commercial banking team in Tullamarine.

It was my second year working as an assistant manager at the bank when one of the old relationship managers was dismissed from his role. Given his instant dismissal, the portfolio of customers that he was managing was suddenly void of a manager. My regional general manager than asked whether I could temporarily look after the portfolio whilst they were to seek a new replacement.

The portfolio was a shamble. All the compliance was not up to date, and I happened to discover that there was a lending request for an existing customer who had 2 commercial properties which were due to settle just the day before the Christmas holiday period. We were in middle of November and the lending application had not been submitted to the credit department for approval. Not only this, but the deal was also not written up or structured and customer had not provided all the information required for the finance application.

I recalled working several days at night just so that the entire credit submission was completed, and the application was all inputted into the internal bank system and to be submitted to credit for approval. Like anything, it would certainly come with obstacles with the credit department either was asking for more information or wanting something to be clarified. When it was approved, I was 1 and half weeks out from settlement, I escalated documentations with the back-office, and I ended up having to do doc sign up with the customer at night-time. By the time everyone was ready to settle, it was the last day before the Christmas break, and I had to give the Christmas lunch a miss given I had to attend to 2 solicitors office for the settlement (they still had paper settlement than and it wasn't done through PEXA). To the relive of the bank, settlement was completed in time (just before Christmas and customer didn't have to delay the settlement date). Given it was the holiday season, any delays would have costed the bank $ 10-20K in late fees as both sides (Buyers/ sellers'' solicitors would be away during the break.

The bank than gave me the award as I went out my way to ensure that customer was not impacted and made sure that settlement actually occurred on time. I still live and die by the motto- Customer is first and to apply your full endeavors with everything.

Keith Ho MAF, B.BFin