Ishani Mekala
Pakenham
Summary
Experienced banking and lending professional with a strong background in loan servicing, member relations, and financial operations within a regulated banking environment. Skilled in end-to-end loan processing, settlements, documentation, and compliance, with proven ability to deliver accurate and efficient outcomes. Adept at building strong customer relationships, liaising with stakeholders, and ensuring adherence to banking policies and regulatory requirements. Brings a solid foundation in operational leadership and customer service with a strong focus on accuracy, compliance, and service excellence.
Overview
15
15
years of professional experience
Work History
Loans Officer
Woolworths Team Bank
Mulgrave
11.2025 - Current
- Process and manage loan applications, ensuring accuracy and compliance with banking policies
- Coordinate loan settlements, discharges, and payout processes within required timeframes
- Conduct financial verification and documentation checks in line with lending requirements
- Liaise with customers, solicitors, and internal teams to ensure smooth transaction processing
- Maintain accurate records using CRM systems and banking platforms
- Handle arrears accounts and supported credit control processes
Member Relations Office
Woolworths Team Bank
Mulgrave
06.2023 - 11.2025
- First point of contact for members
- Open and manage New Memberships
- Fixed term deposits (New Fix Terms / Rate Negotiations/ Re – Investments)
- Process Equifax verifications
- Handle general account inquiries using CRM integrated Ultracs system
- Address disputes as first point of contact
- Process New Visa debit cards.
- Process store withdrawals and deposits
- Maintain social clubs for Woolworths groups (change of signatories, card orders)
- Process Direct Entry Reports
- BPAY Credit reports daily.
- Manage member resignations.
- Handling Member Queries via Phone
- Maintain and Monitor Queries Inbox.
- Conduct store visits to promote company products.
- Handle scanning and filing tasks.
- Perform ad-hoc administration as required.
- Support the team in achieving daily operational goals and KPIs.
- Order and process foreign cash through Travelex
- Order and process cash passports
- Process bank statements
- Process payroll splits
- Internet banking maintenance (open new IB, password resets)
- Electronic fund transfers, BPay transfers & Check Deposits
Assistant Manager
Woolworths Limited
03.2020 - 06.2023
- Check daily order requests
- Make sure every order is Dispatched on time Over the Phone customer handling
- Assist department manager to run a smooth and efficient department
- Relief management when manager is away
- Effective use of WorkJam to manage shift changes
- Keep up to date with sequencing and managing planogram Updates Incident management
- Staff training
Fresh Convenience Manager
Woolworths Limited
10.2018 - 03.2020
- Hiring and Training employees Customer handling
- Staff Management Inventory Management Rostering
- Stock ordering and handling
- Plan and oversee instore promotional events and display analyze sales and revenue reports and make forecasts High product knowledge (specialized in deli services) Staff recognition to motivate employees
- Maintain high health and hygiene standards Incident management
Deli Manager
Woolworths Limited
04.2011 - 10.2018
- Customer service Staff management
- Inventory management
- Rostering
- Stock ordering and handling
- Planning and forecasting future promotions Seasonal planning
- Vendor Liaison
Education
International Business Relations
Deakin University
Burwood, Victoria11-2010
BBA - Marketing & Human Resource Management
Deaking University
Burwood, Victoria11-2009
Advanced Diploma - Business And IT
• Australian College of Business Management
Sri Lanka12-2005
Skills
- Loan servicing (home loans, personal loans, credit cards)
- Loan processing, settlements, funding & post-settlement administration
- Credit verification and financial documentation checks
- Loan documentation and contract preparation
- Banking compliance, risk awareness & regulatory adherence
- Verification of Identity (VOI) processes
- PPSR registrations, searches & discharges
- Arrears monitoring & credit control follow-ups
- Customer relationship & member account management
- Banking transactions (deposits, withdrawals, EFT, BPAY)
- CRM system experience (Ultracs)
- Stakeholder liaison (customers, solicitors, internal teams)
References
Referee details will be available on request.
System experience
- Ultracs Banking System
- Loan servicing platforms
- CRM systems
- Electronic Funds Transfer (EFT) systems
- Internet banking administration tools
- PPSR (Personal Property Securities Register)
- Verification of Identity (VOI) systems/tools
- Microsoft Office Suite (Excel, Word, Outlook)
Timeline
Loans Officer
Woolworths Team Bank
11.2025 - Current
Member Relations Office
Woolworths Team Bank
06.2023 - 11.2025
Assistant Manager
Woolworths Limited
03.2020 - 06.2023
Fresh Convenience Manager
Woolworths Limited
10.2018 - 03.2020
Deli Manager
Woolworths Limited
04.2011 - 10.2018
International Business Relations
Deakin University
BBA - Marketing & Human Resource Management
Deaking University
Advanced Diploma - Business And IT
• Australian College of Business Management