Mortgage Broking's Rita Surendar receives Ask Once Award
Westpac’s “Ask Once” awards are given to employees who consistently go above and beyond expectations to deliver exceptional customer experience, as nominated by other Westpac employees.
Melbourne based Mortgage Broking Relationship Executive Rita Surendar received four nominations for her outstanding commitment to customers. Three were from her Business Development Managers (BDMs) with the fourth from Michael Ianchello, State Manager, Victoria.
Rita has a wealth of experience with over 30 years experience in financial services and over 15 years at Westpac. She has spent three years in current role in the broker channel.
“I really enjoy consumer banking” says Rita.
In her role as Relationship Executive, Rita works with Broker Processing Unit (BPU) and EDS to ensure deals are processed as smoothly as possible for both brokers and customers. Rita’s role is pivotal in ensuring deals progress smoothly particularly as BDMs are often out of the office with Brokers and unable to fix problems as they arise.
“I’m very passionate about what I do” says Rita. "It is the customer that matters and we just want things fixed. I like to make sure I do all I can to progress a deal and encourage others to do things” says Rita.
“The most important part of my role is my strong relationship with BPU and EDS. We have developed a great working relationship. I know I only have to pick up the phone and things will be done.”
Rita’s also understands the dynamics needed to build strong working relationships.
“Relationships are two-sided. If I make a mistake I ask what I can improve next time.”
Rita accredits her success to her strong role with the excellent team co-ordinator at BPU, Natalie Wallace who fixes things straight away.
Rita recalls with pride some instances where she delivered exceptional customer service.
“There was one case where drawdown did not happen due to a system glitch. The Broker advised that the customer needed funds by 2pm that day for settlement to take place.
I organised for EDS to send a fax to the customer’s branch authorising for the suspense account to be debited and for a cheque to be issued to the customer so they had their money in time for settlement.
Both the customer and the Broker were extremely happy.”
“On another occasion, a BDM was on holidays. A loan had to settle but we had no deposit, as the cheque hadn’t cleared. I checked we were holding the security, rang the authorisation area, fast tracked clearing, contacted the branch and advised the cheque had cleared. Settlement went through on the same day. Everyone was thrilled with the outcome.”
Rita is genuinely passionate about her role and delivering service at a critical time to customers to ensure she makes their day.
“I’m really happy with what I’m doing. It gives me great satisfaction. I see the brokers and customers as mine and do it for them. It’s all about the customer and I can’t just take it lightly” said Rita.
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