Experience

Financial Rights Legal Centre

• Australia
• Legal Services
• 1 - 100 Employee

• Senior Solicitor

  • Sep 2020 - Present



Commonwealth Bank of Australia

• United Kingdom
• Retail Office Equipment
• 1 - 100 Employee

• Manager- Systemic Customer Issues

  • Apr 2019 - Sep 2020

  • Identifying systemic issues • Reviewing referrals from staff about issues identified • Writing to business units about issues identified • Working with business units to resolve issues identified • Providing training to other staff regarding systemic issues • Preparing responses to Australian Financial Complaints Authority (AFCA) about systemic issues raised by AFCA, including: - Scheduling meetings with the relevant stakeholders to coordinate the response - Collating the documents provided - Drafting the response - Obtaining sign-off from stakeholders



Australian Financial Complaints Authority

• Australia
• Financial Services
• 500 - 600 Employee

• Senior Case Manager

  • Sep 2018 - Apr 2019

  • Engaging with the Australian Securities and Investments Commission (ASIC) and the Office of the Australian Information Commission (OAIC) • Providing ASIC and the OAIC with quarterly reports about systemic investigations • Identifying and reporting on systemic issues and matters of serious misconduct, including reporting on trends identified • Reviewing referrals from staff about issues • Writing to financial services providers about issues • Working with financial services providers to implement necessary steps in order to resolve issues identified, including reviewing policy documents and training material as well as implementing and monitoring remediation programs • Managing another staff member • Providing training to other staff regarding systemic issues and serious misconduct



Credit and Investments Ombudsman

• Senior Manager- Systemic Issues Team

  • Apr 2017 - Aug 2018

  • Engaging with the ASIC and the OAIC • Providing ASIC and the OAIC with quarterly reports about systemic investigations • Responding to statutory notices from ASIC • Meeting with ASIC quarterly to discuss systemic investigations • Identifying and reporting on systemic issues and matters of serious misconduct, including reporting on trends identified • Reviewing referrals from staff about issues • Writing to financial services providers about issues • Working with financial services providers to implement necessary steps in order to resolve issues, including reviewing policy documents and training material as well as implementing and monitoring remediation programs • Managing another staff member • Providing training to other staff regarding systemic issues and serious misconduct • Helped draft submissions to the Royal Commission into Misconduct in the Banking and Financial Services Industry • Presented to stakeholders during the Credit and Investment Ombudsman 2017 Dispute Resolution Conference

• Senior Analyst- Systemic Issues Team

  • Apr 2016 - Apr 2017

  • Preparing report on systemic issues and matters of serious misconduct, including trends identified • Meeting with key stakeholders • Writing to financial services providers about issues identified • Working with financial services providers to implement necessary steps in order to resolve issues identified • Preparing report on systemic issues and matters of serious misconduct, including trends identified • Meeting with key stakeholders • Writing to financial services providers about issues identified • Working with financial services providers to implement necessary steps in order to resolve issues identified

• Case Manager-Credit Team

  • Dec 2014 - Apr 2016

  • Dealing with complaints about financial services providers from consumers regarding, among other issues, inappropriate lending, fees and interest, harassment and misleading conduct • Managing consumers and the financial services provider’s expectations about the likely outcome of the complaint • Negotiating with consumers and financial services providers to reach an amicable outcome to complaints • Writing decisions regarding the outcome of the consumer’s complaint • Dealing with complaints about financial services providers from consumers regarding, among other issues, inappropriate lending, fees and interest, harassment and misleading conduct • Managing consumers and the financial services provider’s expectations about the likely outcome of the complaint • Negotiating with consumers and financial services providers to reach an amicable outcome to complaints • Writing decisions regarding the outcome of the consumer’s complaint



Credit and Investment Ombudsman

• Case Manager- Financial Hardship Team

  • Apr 2013 - Dec 2014

  • Dealing with complaints about financial services providers from consumers regarding financial hardship • Managing consumers and the financial services provider’s expectations about the likely outcome of the complaint and negotiating with consumers and financial services providers to reach an amicable outcome to a complaint • Writing decisions regarding the outcome of consumers’ complaints • Dealing with complaints about financial services providers from consumers regarding financial hardship • Managing consumers and the financial services provider’s expectations about the likely outcome of the complaint and negotiating with consumers and financial services providers to reach an amicable outcome to a complaint • Writing decisions regarding the outcome of consumers’ complaints