Lauren Walker

Dedicated and detail-oriented Change Consultant with a proven track record in delivering outcomes. Natural affinity for people and successful background in supporting organisational transformations, customer/stakeholder satisfaction and lending services. Seeking an opportunity to apply my skills and expertise in a dynamic and forward-thinking organisation to drive positive change and enhance operational efficiency.

Change Consultant - ASB                       Dec 2022 to May 2023

• Auckland Saving Bank apart of CBA Group - largest bank in Australasia.
• Ensured change management standards were established to minimise impact to teams and customers, ensuring benefits were adopted. 
• Led on a company-wide trial as the main personal banking consultant, successfully implementing innovative solutions and strategies that contributed to improved operational efficiency and significantly elevated the overall customer experience 15% increase in customer satisfaction scores.
• Individually selected to collaborate as part of a small team in ASB's Hawkes Bay Flood Relief, providing vital support and care to individuals and the community affected by a natural emergency.
• Supported the development of training programs and workshops to equip branch employees with the skills and knowledge necessary for successful change adoption.

Lending Consultant - ASB             Mar 2021 to Dec 2022

• Managed lending operations, including credit analysis, risk assessments, and underwriting for a wide range of personal and small business applications, such as personal loans, debt consolidations, home loans, and refinances.
• Demonstrated expertise in financial services and product knowledge, consistently exceeding targets. 
• Experienced in navigating intricate regulatory frameworks, ensuring adherence to industry guidelines, conducting risk assessments, and maintaining a secure banking environment. 
• Recipient of the ASB Individual Brilliance Award, with two additional nominations. This is awarded to one employee across retail banking each quarter.
• Strongly committed to delivering exceptional customer service, actively fostering lasting client relationships by empathising with customer needs, and tailoring solutions for high customer satisfaction.

Bachelor of Visual Communication Design with First Class Honours - Massey University, New Zealand

CAA Lending Accreditation

ASB Equivalent of NZ Financial Services Level 5 Certificate

IAG Personal Insurance Accredited

NCEA Level 1-3 Endorsed with Excellence