Experience

Private Wealth Partners

• Australia
• Financial Services
• 1 - 100 Employee

• Client Services Manager

  • Mar 2022 - Present



AFPG - Australian Financial Planning Group

• Australia
• Financial Services
• 1 - 100 Employee

• Client Services and Implementation Manager

  • Jan 2020 - Apr 2020

  Speaking to clients as a first point of contact when they call with enquiries General administrative duties such as filing, scanning etc Implementing Financial Advice in line with prepared Statement of Advice Assisted in the preparation of Statement of Advice documents Liaise with Superannuation companies to set up new superannuation accounts for clients Process Investment switches dependent on recommendations in SOA documents Prepare application documents for various Insurance applications Complete Underwriting questions for clients online with relevant businesses Follow the end-to-end process of Financial Advice Implementation Ensure that clients are kept up to date with the status of the changes being made to their financial accounts by emailing and calling them regularly Managing multiple clients at once – up to 15 Financial Advice Implementations at one time Making sure that Team Manager is kept up to date with the status of my case work Using X-plan to manage client accounts as a Customer Relationship Management system Ensuring that all Financial Advisers are notified of any issues within the Implementation process immediately eg. Issues with Insurance applications or investment switches. Processing trades using relevant trade platforms such as Macquarie trading



hipages Group

• Australia
• IT Services and IT Consulting
• 100 - 200 Employee

• Senior Trade Support Representative

  • Jul 2019 - Dec 2019

  Supporting the Trade Support Service Team by assisting Tradies in managing their Hipages advertising/job search platform through an Inbound/Outbound Service Delivery Being the point of escalation and supporting our Level 1 team in Manila, Philippines Completing outbound call-back requests to Tradies with concerns that can’t be handled by the Level 1 team Dealing with complex situations in the case where Tradies are asking to speak to a Manager because of dissatisfaction of the product or process Answering 20-30 calls per day from Tradies with Hipages accounts De-Escalating difficult conversations with aggressive/hot headed individuals Troubleshooting technical issues one identified and escalating to correct individuals for completion Reviewing Leads and assessing eligibility to crediting those back Actively messaging Tradies through our Message Centre when they contact us with questions or concerns Successfully meeting set KPI’s and SLA’s Maintaining an exceptional level of Customer Service in all situations



Integrity Life

• Australia
• Insurance
• 1 - 100 Employee

• Customer Care Consultant

  • Feb 2019 - Jun 2019

  Assisting advisers to complete Insurance Applications for their clients Binding Insurance policies following a process between the Care Team and Underwriting Policy maintenance – Dishonours, Change of Ownership, Cancellations etc. Training new staff members on process and procedures within the business Developing new manual processes and working with IT team to build processes into a purpose built system Communicating with Advisers/Clients by monitoring inbound email and technical infrastructure Onboarding Financial Advisers into the Business Onboarding Dealer Groups into the Business Developing and Issuing Distribution Agreements as part of the Onboarding Process Troubleshooting technical issues one identified and escalating to correct individuals for completion Driving morale and engagement within the team through organising Team Activities



AMP

• Australia
• Financial Services
• 700 & Above Employee

• Adviser On-Boarding Consultant

  • Jan 2018 - Jun 2018

  Responsible for supporting the growth of AMP’s financial advice network through the on-boarding and establishment of financial advisers, practices and mortgage consultants to, and within, the AMP advice network.Liaising with a variety of stakeholders both internal and external to ensure that the On-Boarding of financial planners is seamless, efficient and effective. Creating a promoter adviser experience, through supporting Advisers through there transition into the AMP Advice network. Case managing a number of complex cases of high volume, whilst meeting the needs of each Financial Advisor individually.

• Senior Customer Service Consultant

  • Jul 2014 - Jan 2018

  Some Key Responsibilities of the role include:Answering a high volume of calls in a fast paced Contact CentreResponding to Financial Planner enquiriesResponding to Customer enquiriesHandling complaints and difficult customersSoft selling of AMP ProductsProviding expert knowledge of the Superannuation and Insurance Industry to clientsHigh level of experience and knowledge of AMP ProductsHigh level of experience and knowledge of AMPNET, U2, CRM, CKB – all AMP SystemsProviding support to Direct Line Manager and CS Lead in regards to Team Statistics, Team Engagement, Team Coachingand supportExploring areas of Risk Management within the business by making decisions based on AMP’s YES planIdentifying ways to improve business processes and utilising the YES plan to explore Business rules based on the risk to thebusinessHelping Line Manager in organising team activities outside of work to encourage team engagement.Analysing data in the Contact Centre space, and using it to develop strategies to improve team performance

• Risk and Compliance Analyst

  • Nov 2015 - Jun 2016

  During my time in this role, i was on a secondment, and reported to the Head of Group Compliance and CRO Office within the Enterprise Risk Management Team.Key Responsibilities of the role include:Liaising with internal stakeholders conducting interviews to diagnose the problem we were trying to solve forDesigned a training module that could be used to train all staff across the business in Risk Management principlesWorked with the project team efficiently and effectively to meet key deliverables.Regularly creating and updating Status Reports for Project ManagerCreating Steering committee packs to be distributed to the leadership teamInvolvement and support for regulatory visits to AMPSupporting Compliance team in the collation of the regulator contact report for the Boards- Reviewing the Regulator Contact spreadsheet to pull trends together and present an analysisSupport in analysing Incident Management data and formulating approach to improve IM processAssisting APRA Op-Risk Project Team in the preparation of steerco packs for the monthly Steering CommitteeAnalyzing Loss Data for the business, collating this and reporting it to ORICMonitor the AMP Privacy and Regulatory Risk mailboxes, and escalate issues to appropriate ERM Managers when necessaryWorking with all levels of management from the Chief Risk Officer of AMP down