Experience

Country Wide Wealth

• Australia
• Financial Services
• 1 - 100 Employee

• Broker Assistant

  • Mar 2022 - Present



Pepper Money

• Credit Assesor / Credit Analyst

  • Jan 2019 - Mar 2022

  • Ensure customers are the focus of business decisions and practices, and provide consultative expert advice • Deliver a consistency high level of customer service, behaving in a courteous, friendly, and informative manner • Build and maintain long term, positive relationships with customers • Educate and inform customer on products and services, customising solutions to meet customer needs • Respond to and resolve customer complaints promptly and effectively • Review company practices to ensure maximum customer satisfaction is being achieved • Ensure audit requirements are met, legislative compliance maintained, and credit guidelines adhered to • Maintain accurate records, complying with all policy guidelines • Make thoughtful business decisions that encourage a cohesive, flexible, and supportive work environment • Work collaboratively with team members, taking the lead on projects aimed at making business improvements • Provide support and leadership throughout times of change, championing the acceptance of new processes • Identify opportunities for process improvements and increased customer satisfaction and implement changes



ING

• Senior Credit Officer / Credit Analyst

  • Oct 2014 - Jan 2019

  • Ensured customers were the focus of business decisions and practices, and provided consultative expert advice • Ensured audit requirements were met, legislative compliance maintained, and credit guidelines adhered to • Maintained accurate records, complying with all policy guidelines • Identified opportunities for process improvements and implemented changes to improve customer satisfaction • Made thoughtful business decisions that encouraged a cohesive, flexible, and supportive work environment • Worked collaboratively with team members, leading project work aimed at making business improvements • Provided support and leadership through times of change, championing the acceptance of new processes



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• Senior Credit Officer / 2ic / Process Champion

  • Aug 2012 - Oct 2014

  • Responded to and resolved customer complaints promptly and effectively, escalating when required • Monitored employee performance and provided advice to ensure SLAs were met, reviewed work for accuracy • Developed and delivered training to assist employees with providing exceptional customer service • Identified opportunities for process improvements and implemented these changes • Maintained up to date knowledge on company policies and procedures, and risk management practices • Ensured audit requirements were met, legislative compliance maintained, and credit guidelines adhered to • Provided support and leadership to team members to assist them through periods of organisational change