Amanda Lee Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

- Created and managed 2 new Advice teams - Simple Advice Team and Guidance Specialist Team.- Delivered strong member satisfaction, retention, built member advocacy and improved member engagement, retirement & financial wellbeing.- As part of the main working group for the implementation of new online calculators and advice tools, provided critical input for the member journey and created the internal reference documents used by the member servicing teams. - Developed outbound campaigns to generate more leads to advice and worked with the Marketing team to ensure campaign outcomes are achieved.

- Led a team of advisers to deliver quality advice & education to members, within defined service quality and compliance standards.- Managed and resolved escalations, complaints, dissatisfied customers and complex technical issues.- Ensured all incidents and complaints were lodged and liaised with the appropriate teams to resolve the cases.- Provided feedback to the Head of Member Services regarding key themes and trends in advice, and training/coaching gaps.

Melbourne, Australia

- Conducted a structured questioning process to identify member's circumstances and objectives to construct a financial solution or to refer them to the Comprehensive Advice Team.- Provided high quality general and personal advice to members that meet their advice needs in an effective and efficient way.- Participated in outbound calling to support campaigns and initiatives.- Engaged and provided effective follow-up to assist members with implementation of advice.

Melbourne, Australia

- Provided appropriate general and limited personal advice with a 'Member's First' experience. - Identified opportunities where further comprehensive advice would add value to the member. - Created SOAs using Xplan, ensuring delivery within 5 working days.

Melbourne, Australia

- Provided general advice to members. Referred members who required holistic advice to Cbus Financial Advisers or IFFP Planners.- Improved and managed the support procedure for advice implementations. - Actively worked on the development of a new "fact find" process and Statement of Advice for Insurance. - Presented Death, TPD and Income Protection insurance information to member groups (up to 150 people).

Melbourne, Australia

- Managed and coached a team of 9 customer service consultants, ensuring team objectives and standards of service were met. - Conducted regular inter-departmental team building sessions. - Built a committed and enthusiastic team by leading, motivating and coaching the team to achieve success. - Prepared performance reports for presentation to Trustees.

Melbourne, Australia

- Achieved service standards in productivity, cycle time and quality. - Consistently handled member and employer enquiries in a professional and timely manner. - Acted as technical expert and mentor for team members.- Accelerated to assist with employer enquiries within 6 months.

Bachelor Of Commerce (B.Com.), Accounting And Finance

Activities and Societies: • Secretary of Monash Dance Sport (2008) • Street Latin Gold medallist in the Monash & Melbourne University.

Advanced Diploma Of Financial Services, Financial Planning