My role is to identify and understand new and existing client needs regarding superannuation, pensions and investments. By providing them general advice I am able to offer a range of solutions so they can better meet their financial objectives. I also assist in consolidating super to both CFS and CBA super products. As a consultant who is cross-skilled on many products, I also retain clients funds, their financial advisers and their insurance by understanding and addressing any of their… Show more My role is to identify and understand new and existing client needs regarding superannuation, pensions and investments. By providing them general advice I am able to offer a range of solutions so they can better meet their financial objectives. I also assist in consolidating super to both CFS and CBA super products. As a consultant who is cross-skilled on many products, I also retain clients funds, their financial advisers and their insurance by understanding and addressing any of their concerns. Whilst the role is predominately phone based I also offer my services for clients requesting a face to face meeting.Achievements:- Won the Customer Guidance Quarterly Award for the 1st quarter in FY 16-17 (was voted by my peers for this award due to my work on improving service provided to customers)- Achieved Masters for the 1st quarter in FY 16-17 (met all of my KPIs during this period)- Helped the Customer Guidance team win the WM ACE and CBA CEO Award for the 4th quarter for FY 15-16As one of the Customer Champions for Customer Guidance I work with leaders on how to better engage with both CFS and CBA customers.Current and Successful projects as Customer Champion:- New scripting to improve response rates for customer experience surveys- Better recognition of success stories during team huddles and meetings- Amending the quality monitoring process to ensure we are providing a world class customer experience- Implementing coaching sessions to improve rapport and communication skills- Introducing an after call survey system to increase response rate Show less