Shehan Marian Wickramasuriya
Lahti
Summary
Top-notch Relationship Banker with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Relationship Banker
Hatton National Bank PLC, Sri Lanka
Negombo
10.2019 - 06.2023
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Cultivated strong customer relationships by providing tailored advice and services.
- Implemented strategies to increase customer retention, enabling investment growth.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Participated in ongoing professional development opportunities to remain current in industry best practices and continually improve service provision.
- Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
- Analyzed customers' financial information to deliver personalized account guidance.
- Adapted products and services to suit customers' changing financial circumstances.
- Enhanced reputation as a trusted advisor with clients through consistent delivery of high-quality financial guidance and support.
- Developed strong rapport with local businesses, positioning the bank as a preferred partner for commercial banking services.
- Performed thorough analyses on credit applications, minimizing loan default risks while adhering to regulatory compliance standards.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Facilitated effective communication between clients and bank representatives, ensuring a seamless account management experience.
- Implemented innovative approaches to prospecting, resulting in an expanded network of potential clients within target market segments.
- Maintained in-depth product and service knowledge for well-informed customer advice.
- Delivered informative presentations at community events, promoting brand awareness while educating audiences on personal finance topics.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Continually boosted branch production and revenue by 35% by consistently meeting all monthly and quarterly sales goals.
- Streamlined internal processes for improved efficiency, leading to faster transaction processing times and higher customer satisfaction levels.
- Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
- Championed initiatives aimed at enhancing workplace culture, contributing to increased employee morale and retention rates.
- Engaged departments in customer satisfaction initiatives to uplift service ratings.
- Maintained customer records and updated account information.
- Verified customer identity and reviewed documentation for accuracy.
- Presented new and additional products and services to existing customers.
- Processed customer payments and account setup charges.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Explained account terms and conditions to customers.
- Collected customer information and completed new account forms.
- Reconciled customer accounts and balanced daily transactions.
Credit Officer
Hatton National Bank PLC, Sri Lanka
Kegalle / Ganemulla
08.2013 - 10.2019
- Evaluated creditworthiness of potential borrowers using thorough research and analysis techniques, minimizing default risks.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Enhanced credit decision-making by conducting comprehensive financial analysis and risk assessments.
- Optimized lending practices by maintaining up-to-date knowledge of industry trends and regulatory requirements.
- Conducted regular account reviews to proactively identify potential risks in the credit portfolio, taking corrective actions as needed.
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Streamlined loan approval processes with the development of standardized credit policies and procedures.
- Adhered to banking standards and government lending guidelines for loan services.
- Checked appraisals, title information and insurance documents for each property.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Recommended approval or disapproval of commercial, real estate or credit loans.
- Trained new team members on company-specific processes, ensuring consistent standards across the credit department.
- Improved cross-functional collaboration, working closely with sales and operations teams to meet business objectives.
- Managed a diverse portfolio of commercial loans, maintaining strong client relationships while mitigating risk exposure for the organization.
- Collaborated closely with underwriting teams to ensure a seamless process from application submission to loan disbursement for clients.
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Supported business growth initiatives by assisting in the identification of new market opportunities for expansion within the credit sector.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Mentored junior staff members in best practices related to credit analysis, instilling a culture of accuracy and diligence within the team.
- Advised executive leadership on changes in economic conditions that could impact overall credit risk, enabling proactive adjustments to the lending strategy.
- Facilitated timely decision-making on loan applications through clear communication with internal stakeholders and prompt resolution of any queries or discrepancies.
- Developed key relationships with clients, providing exceptional service and fostering long-term partnerships.
- Assisted in the development and implementation of new software tools for improved efficiency and accuracy in the credit assessment process.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Increased customer satisfaction scores by promptly addressing concerns and resolving issues related to credit products.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Organized and finalized loan applications for underwriter review.
- Negotiated favorable terms with clients for both secured and unsecured lending products, resulting in mutually beneficial agreements.
- Conducted in-depth industry research to identify potential risks or opportunities within specific sectors, informing credit portfolio management decisions.
- Updated client accounts with new information and verified data for informed credit approvals.
- Monitored accounts for signs of fraud and non-payment issues.
- Interviewed credit applicants by telephone or in person to obtain personal and financial data needed to complete credit report.
- Verified application and account details to accurately asses credit and financial risks of potential clients.
- Attended ongoing professional training to facilitate accurate and productive credit management.
- Prepared reports of findings and recommendations.
- Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures.
- Wrote and implemented standard operating procedures for credit personnel to achieve consistency in unit operations.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
- Motivated and encouraged staff to enhance productivity and meet demanding internal and customer targets.
- Collaborated with management to evaluate credit strategies and develop improvements.
Personal Banking Associate
Hatton National Bank PLC, Sri Lanka
Monaragala
11.2006 - 08.2013
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Streamlined branch operations by collaborating with team members to optimize efficiency and improve workflow processes.
- Managed a diverse portfolio of high-net-worth clients, providing comprehensive financial advice and superior customer service.
- Handled sensitive customer inquiries with discretion and professionalism, maintaining strict adherence to privacy regulations.
- Supported colleagues during peak periods as needed, fostering a positive team environment conducive to achieving shared goals.
- Promoted financial literacy among clients by conducting educational workshops on budgeting, credit management, and investment strategies.
- Increased client retention through exceptional relationship-building and proactive problem-solving skills.
- Resolved complex customer issues promptly, escalating matters when necessary to ensure timely resolutions and maintain client satisfaction.
- Processed loan applications diligently, resulting in increased loan approval rates for qualified borrowers.
- Implemented innovative sales techniques that contributed significantly to increased revenue generation from existing clients as well as new business acquisition efforts.
- Enhanced customer satisfaction by providing personalized banking solutions tailored to individual needs.
- Played a key role in implementing a customer feedback system that led to actionable insights for continuous service improvement efforts, ultimately translating into higher customer satisfaction ratings.
- Assisted customers in opening new accounts, ensuring thorough understanding of available products and services.
- Initiated proactive outreach efforts targeting potential customers within the local community, resulting in a steady expansion of the bank''s client base.
- Processed customer applications and approved loans in accordance with bank policy.
- Educated customers on features and benefits of banking products and services.
- Balanced teller drawers and ATM cash.
- Opened, closed, and updated accounts for customers.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Explained account terms and conditions to customers.
- Presented new and additional products and services to existing customers.
- Responded to customer inquiries regarding new accounts and account services.
- Verified customer identity and reviewed documentation for accuracy.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Maintained customer records and updated account information.
- Greeted customers and delivered information about new account processes.
Education
Advanced Diploma - Teaching, Training And Assessing Learning
The City And Guilds of London Institute
United Kingdom02.2022
MBA - Master of Business Administration
Cardiff Metropolitan University
United Kingdom05.2016
Skills
- Relationship building and management
- Customer Service-Oriented
- Sales expertise
- Cash Handling
- Financial Services
- Money Handling
- Teller Support
- Financial Planning
- Cross-Selling Products
- Financial Advising
- Business Development
- Loan Origination
- Employee Motivation
Certification
- EXPERT - Certificate course in Intermediate Credit, conducted by Learning and Development centre of Hatton National Bank PLC of Sri Lanka in 2014
- Certificate course in International Trade conducted by the Talent centre of Hatton National Bank PLC of Sri Lanka in 2018 (Hatton National Bank PLC, Sri Lanka is the second largest private sector Commercial Bank in Sri Lanka with a branch network of 251 branches)
Languages
English
Native language
Finnish
Elementary
A2
Timeline
Relationship Banker
Hatton National Bank PLC, Sri Lanka
10.2019 - 06.2023
Credit Officer
Hatton National Bank PLC, Sri Lanka
08.2013 - 10.2019
Personal Banking Associate
Hatton National Bank PLC, Sri Lanka
11.2006 - 08.2013
Advanced Diploma - Teaching, Training And Assessing Learning
The City And Guilds of London Institute
MBA - Master of Business Administration
Cardiff Metropolitan University