Mathew Stevens Email & Phone Number

Sydney, NSW, AU

Sydney, NSW, AU

Parramatta, New South Wales, Australia

• Lead and manage teams to achieve high levels of performance, deliver excellent customer service to customers with disability and may be vulnerable, while meeting organisational outcomes.
• Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide “best practice” customer service.
• Provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support effective business planning and initiatives.
• Collaborate with professional practice leaders, managers and staff across the business to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing.
• Contribute to developing, reviewing and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services. Ensure Estate.
• Manage and support delivery of services in line with the annual financial management budget, applying the principles of NSW Trustee & Guardian Act 2009, and the National Standards for Financial Managers.

Parramatta, New South Wales, Australia

• Lead the Proactive Customer Management team in the delivery of high-quality customer service, providingmedium to long term financial management strategies equivalent to customer needs.
• Ensure a customer-centred approach is provided by all team members, in line with NSW Trustee &Guardian’s Customer Excellence Principles, with an emphasis on the provision of regular customer contactto support upcoming.
• Ensure the team delivers high-quality customer service in line with the annual financial managementbudget, applying the principles of NSW Trustee & Guardian Act 2009, and the National Standards forFinancial Managers.
• Review feedback and complaints, providing resolutions and identifying areas for improved customerservices.
• Escalate complex or contentious issues to the Manager, Proactive Customer Management, and provideregular reports to management, identifying customer trends and outcomes and recommending areas forimprovement.
• Contribute to high staff performance, a customer-centred culture, and a professional, efficient and effectiveworking environment through the delivery of reliable and consistent service. Support organisational changeto.

Parramatta, New South Wales, Australia

• Lead and manage teams to achieve high levels of performance, deliver excellent customer service to customers with disability and may be vulnerable, while meeting organisational outcomes.
• Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide “best practice” customer service.
• Provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support effective business planning and initiatives.
• Collaborate with professional practice leaders, managers and staff across the business to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing.
• Contribute to developing, reviewing and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services.
• Ensure Estate Management staff maintain knowledge of legislation, protocols and processes to ensures work practices are of the highest quality.

Parramatta, New South Wales, Australia

• Deliver high quality, consistent and timely services to clients, including taking responsibility for highercomplexity transactions, consistent with NSWTG’s customer experience statement.
• Ensure a coordinated approach to client matters by working closely with team members.
• Provide support, guidance and advice to Client Services Officers as required.
• Provide integrated client services by working closely with Branches and Service Advisory.
• Utilise the required systems and processes to support the management of client matters and activelysuggest improvements.
• Escalate difficult matters and significant complaints to the Principal Client Service Officer.

Parramatta, New South Wales, Australia

• Deliver high quality, consistent and timely services to clients that are consistent with NSWTG’s customer experience statement.
• Ensure a coordinated approach to client matters by working closely with team members.
• Provide integrated client services by working closely with Branches and Service Advisory.
• Utilise the required systems and processes to support the management of client matters and actively suggest improvements.
• Escalate difficult matters and significant complaints to the Senior Client Service Officer or Coordinator as required.
• Actively role model NSWTG’s values and behaviours.

Parramatta, New South Wales, Australia

• Successfully demonstrated a thorough understanding of underwriting guidelines and policy wordings to successfully settle all claims within set guidelines.
• Handled a complex portfolio of over 200 Total Loss Motor Claims at a single time
• Managed claims using the appropriate external and internal specialists to achieve the settlement outcome efficiently and effectively
• Continuously delivered high quality customer service and developed good working relationships with all customers and service providers

Parramatta, New South Wales, Australia

• Participated in the initial establishment of the QBE social media team as part of the social project team
• Managed competing deadlines for the social media project alongside existing workloads
• Regularly provided feedback to senior management on potential improvements to the social media campaign
• Actively manage QBE’s social media profiles across multiple channels (Twitter and Facebook)

Parramatta, NSW

- Underwriting Knowledge- Higher Delegated Authority Referrals- Escalations- Data Entry/Analysis- Quality Monitoring- Call Queue Monitoring- Social Servicing- Social Media Enquiries

Parramatta, NSW

- Underwriting- Product Knowledge- Customer Service and Retention- Sales- Dispute Resolution- KPI's - Making Targets

South Penrith, NSW

- Shift Management- Cash Handling- Food Safety- Stock Control- Training and Development- Rostering