Myrna Ochurus

• Oversaw loan underwriting processes, ensuring adherence to lending policies and minimizing risk.
• Evaluated loan applications and determined borrower creditworthiness to support informed approval decisions.
• Collaborated with team members to develop strategic lending initiatives and solutions.

Directed lending operations, coached team performance, improved customer experience, and accelerated portfolio growth. Delivered strategic and operational leadership throughout the lending value chain, promoting efficient processing, robust governance, compliance with regulations, and sustainable business growth.

• Provide strategic leadership and oversight of the Lending Department, driving operational excellence and portfolio growth.
• Lead, coach and develop lending consultants and agents, establishing clear performance expectations, KPIs and accountability structures.
• Oversee the complete loan origination lifecycle, ensuring applications are assessed, processed and concluded within agreed turnaround times.
• Enhanced lending processes, controls, and workflows, leading to improved operational efficiency and a better customer experience.
• Monitor departmental performance, lending volumes, turnaround times and productivity through management information and performance dashboards.
• Drive compliance with lending policies, risk requirements, governance standards and applicable regulatory obligations.
• Identify and implement process improvements to enhance service delivery, application quality and operational efficiency.
• Support strategic business development initiatives aimed at increasing lending volumes, market penetration and customer acquisition.
• Manage escalated customer and operational matters, ensuring timely resolution while balancing customer needs, risk and business requirements.
• Develop and implement team structures, operating procedures, training initiatives and performance management frameworks to support a high-performing lending environment.
• Prepare and present comprehensive lending performance reports and management insights to the Executive Committee (EXCO), supporting strategic decision-making and business planning.
• Provide EXCO with analysis on lending volumes, portfolio performance, operational efficiency, turnaround times, risks, challenges and key business opportunities.
• Collaborate with IT, operations and relevant stakeholders in the design, development and implementation of new lending systems and system enhancements.
• Provide business and lending expertise in the development of systems supporting newly introduced products, including Pension-Backed Home Loans (PBHL).
• Translate business and lending requirements into practical system specifications, workflows and processes to ensure new products are effectively integrated into the organisation’s operating environment.
• Participate in user acceptance testing (UAT), process mapping and system optimisation to ensure systems meet operational, compliance and customer requirements.
• Identify system gaps and recommend enhancements to improve automation, efficiency, accuracy, reporting and customer experience.
• Work closely with cross-functional teams to ensure successful implementation and rollout of new lending products and supporting processes.
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• Reviewed applications, assessing clients' creditworthiness.
• Collaborate with clients to assess their needs in property acquisition refinancing.
• Lead clients through home loan application steps, ensuring completeness and accuracy.
• Recommend tailored repayment plans aligned with client's financial situation.
• Developed robust client connections to secure continuous business.
• Achieve sales targets by promoting and selling FNB's home loan products and services.
• Stay updated on market trends, interest rates, and property values to provide clients with relevant and accurate information.
• Conducted comprehensive risk assessments to confirm compliance with bank's lending standards.
• Guaranteed compliance of transactions and client interactions with FNB's policies.
• Maintained accurate records of all client interactions and loan applications for auditing and reporting purposes.
• Supervise and support loan processing, credit assessment, and customer service teams to ensure efficiency and accuracy.
• Drive stakeholder engagement to ensure smooth loan delivery.
• Monitor loan portfolio performance, risks, and operational bottlenecks, recommending process improvements.
• Ensure full compliance with regulatory requirements, scheme rules, and internal governance frameworks.
• Provide legal opinions and advisory support on property ownership, land tenure (PTOs, leaseholds, title deeds), and collateral enforceability.
• Manage and track all contractual obligations and renewals under the PBHL framework.
• Support the Legal and Compliance department in resolving disputes, arrears recovery, and enforcement actions where necessary.
• Ensure that risks are identified, documented, and mitigated in collaboration with the Compliance and Risk department.
• Provide periodic reports and updates to the Manger: Legal and Compliance on legal compliance, risks, and contractual matters.
• Ensure the safeguarding, custody, and security of all legal, loan, and client-related documents, maintaining proper filing, confidentiality, and archival systems in line with company policies and regulatory standards.

• Handled customer service requests efficiently.
• Uncovered opportunities to increase product offerings.
• Provided frontline customer service at the enquiries desk and assisted customers with account and service-related queries.
• Handled account maintenance, card replacements, statements, and digital banking support.
• Processed new account openings and ensured KYC compliance.
• Resolved customer complaints and maintained accurate client records.
• Guided customers on loan processes and referred cases to relevant departments.

• Provided administrative and operational support to branch staff and management.
• Captured and processed customer documents and maintained accurate records.
• Assisted with report preparation, branch correspondence, and supply management.
• Ensured compliance with internal controls and supported the service desk when required.

• Processed internal transfers and cheque clearing transactions with high accuracy.
• Handled outward and inward clearing, reconciliations, and suspense account resolutions.
• Investigated payment discrepancies and ensured compliance with banking regulations.
• Clearing the suspense account, ensuring that all transactions are done correctly to the correct account, or rectifying wrongly paid and transferred funds.