Belinda Ballantine (Jonovska) Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Sydney, Australia

Supporting the strategic development and innovation of domestic payment products for NAB.

Sydney, Australia

• In addition to the summary in the Associate role, I took on these additional responsibilities:
• Creating and driving the IBS Strategy.
• Creation of training materials and programs for other team members.
• Co-ordinator of monthly global client reviews.
• Obtaining and facilitating partnership agreements and MOUs with partner banks, accounting firms and e-commerce partners.
• Facilitating completion of RFIs and RFPs.

Sydney, Australia

• Identifying offshore banking needs for existing NAB clients, introduction to partner banks and facilitating the account opening in offshore jurisdictions. This includes interactions via face to face meetings, telephone.
• Sales & account support for international payment related queries for foreign financial institutions.
• Obtain, maintain and analyse team financials in order to capture cross-sell opportunities.
• Working closely with specialists, account managers and sales team members in order to create the best customer solutions.
• Creation and maintenance of tracking spreadsheets. Using the data to create monthly, quarterly and annual reporting for internal stakeholders.
• Management of end-to-end customer onboarding process as a subject matter expert for the KYC of foreign including maintenance and amendment of relevant KYC/AML documentation, ensuring the onboarding process continues to.

Sydney, Australia

• Escalation point for all credit card enquiries, including social media requests, officer of the CEO escalations, and customer advocate matters.
• Technical support and assistance for the Customer Contact Centre bankers and team leaders.
• Managing relationship with cards stakeholders in relevant support roles, including cards support, loyalty administration and operational teams.
• Liaising with bankers across the whole business unit to deliver outcomes and resolutions for customer queries and bank errors relating to credit card systems.

Sydney, Australia

• Managing relationship with various credit card portfolios within NAB and contact centre staff.
• Coaching, mentoring and supervision of all bankers in the team and in the business unit.
• Build teamwork/rapport with Bankers, Team Leaders, Sales & Service Manager, as well as stakeholders outside of the contact centre in both the retail and corporate environment.
• Real time analysis and management of KPIs for team (achieving grade of service using systems that track and monitor call centre metrics).
• Quality monitoring call recordings to identify opportunities for development of call quality for both the business and the customer.
• Provide feedback to bankers, team leaders and sales and service managers.

Master Of Business Administration - Mba

Bachelor Of Business Administration (Bba), Finance, General

Higher School Certificate

Activities and Societies: Debate Team Member