Experience

Latpay
• Australia
• Financial Services
• 1 - 100 Employee
• Compliance Officer

  • Sep 2021 - Present


NAB

• Australia
• Banking
• 700 & Above Employee

• Customer Service Officer

  • Jan 2015 - Oct 2021

  Assist bank customers with processing banking transactions. Respond to customer inquiries, answer incoming customer calls, balance cash, and instruct customers on use of bank’s online banking services. Ensure staff compliance with bank policies and procedures. Provide related support with range of functions, including photocopying documents, researching and maintaining account information, and assisting with setup of new accounts. Update and maintain computerized systems. Collaborated across multiple internal departments to deliver exceptional customer service. ● Kept abreast of and quickly learned new bank systems, policies, and procedures. ● Consistently met goals for customer referrals by establishing rapport and liaising with customers, communicating across multiple departments, and making customer introductions.



Medibank

• Australia
• Insurance
• 700 & Above Employee

• Sales Consultant | Customer Service | Quality Control | Compliance | Administration

  • Nov 2009 - Sep 2014

  Directed customer service delivery for members of private health insurance company. Consulted with customers, evaluated their health insurance needs, and made recommendations on purchase of most suitable health insurance policy. Responded to member inquiries and resolved issues involving insurance claims and disputes. Assisted management in maintaining compliance, preparing quality control reports, and planning and coordinating company events. ● Accomplished transformation of retail centre claims handing to centralized claims handling and assisted members with centralized processing. ● Launched new product range using new sales model. ● Won Outstanding Customer Experience Award in 2014.



National Australia Bank

• United Kingdom
• Banking
• 1 - 100 Employee

• Customer Service Manager | Administration | Telling Supervisor | Coaching | Compliance

  • Aug 2006 - Aug 2009

  Responsible for the total supervision of the branch telling team and the customer service area. Provided leadership, training and coaching to direct reports and monitoring of their performance on a quarterly basis. Responsible for the majority of the branches administrative tasks including compliance, OH & S, action plans and the overview of the tasks involved. Ensured the customer service team provided exceptional customer service and achievement of operational planned objectives. Provided tailored sales and service solutions to business and personal customers to meet their needs.Key Achievements• Overall team improvement of referrals to sales staff by the service team of 20% in last 5 months with the NAB.• Improved the branches Quality Assurance Testing score from uncompliant to exceeding expectation in the last quarter.• Significantly reduced cash errors in the last quarter by creating and actioning an effective action plan including one on one supervision and coaching across the entire telling team by myself to implement individual actions to improve cash error results.• Successfully improved customer self service usage of services such as internet banking by providing additional services to customers by the telling team such as demonstrations and promotion of our internet banking kiosk.• Successfully performance managed a team member who was not achieving expectations resulting in a performance rating of outstanding.

• Branch Manager

  • Jun 2003 - Aug 2006

  Responsible for the total management of the branch including supervision, coaching of branch staff and successfully meeting branch targets. The sales and quality of service, as well as profit results and administrative processes were a large part of the branch manager role. This included compliance controls, OH & S, action plans and maintenance of records for both staff and customers. This role varied from being a relieving branch manager for the entire Gold Coast area, to being permanently based at a branch.Key Achievements• Successfully increased referrals to our financial planner within the first 6 months of appointment to the role. Winning the overall best branch award for the referral competition held that quarter. • Continued to exceed the Customer Satisfaction Survey results maintaining them at a level of “Outstanding” throughout my permanent role as branch manager.• Increased branches deposit growth, from a negative growth figure to a strong positive result ensuring branch met its yearly target.• Represented the NAB as a judge at the local Lions Youth of the Year competition.

• Sales and Service Advisor

  • Aug 2002 - Jun 2003

  Serviced clients needs by providing quality customer service in mainly account opening, personal loans and general enquiries. Assisted in the training and coaching of other staff in the branch. This position was held as a relieving staff member, providing relief for all of the Gold Coast NAB branches.Key Achievement• Promoted to the role of branch manager after a short period of time.

• Customer Service Advisor

  • Sep 2000 - Aug 2002

  Responsible for the completion and maintenance of personal loans from a number of broker relationships. This included assessment of the applications through to sign up and draw down of loans. Customer telephone contacts were also completed from product leads generated for the entire NAB Gold Coast area. These product leads ranged from term deposit investments, insurance to lending such as personal loan and home loans. Key Achievement• Highest number of successful contacts with sales in Queensland, resulting in the NAB Professional Excellence Award.

• Service Advisor

  • May 1994 - Aug 2000

  Responsible for the cash control of the branch including balancing of the holdings, ordering and dispatching of cash for the branch. Serviced customers with telling transactions including international transactions. The Service Adviser was also first point of contact for the tellers enquiries and authorisations. Assisted the branch manager in the training and development of the telling team.