ResponsibilitiesProvided first contact resolution to clients, brokers, and solicitors for a wide variety of Home Loan related enquiries through various channels including both inbound and outbound calls as well as emails.Used effective questioning, strong listening skills and excellent product knowledge to determine customers needs and provide favorable outcomes.Investigated and resolved complex cases to provide solutions to clients and stakeholders within service level… Show more ResponsibilitiesProvided first contact resolution to clients, brokers, and solicitors for a wide variety of Home Loan related enquiries through various channels including both inbound and outbound calls as well as emails.Used effective questioning, strong listening skills and excellent product knowledge to determine customers needs and provide favorable outcomes.Investigated and resolved complex cases to provide solutions to clients and stakeholders within service level agreements.Took escalated calls for sensitive matters and Level 1 complaint handling. Promoted digital online options including self service channels and online Help Centre resources.Key Achievements:Developed a deep understanding of Macquarie Home Loan products and procedures and cross skilled in the Transaction and Savings account space to assist with customer enquiry demands as per business needs.Put forward a number of Process and Procedure improvement suggestions and regularly contributed in team meetings and work forums.Consistently received high Net Promoter Scores regularly receiving scores of 9 or 10 out of 10.Recognised for being a strong advocate and promoter of Online banking and Self-service solutions. Show less

ResponsibilitiesCustomer Service and Onboarding role providing product information and support to prospective and existing customers as well as onboarding new Personal and Business clients. Provided an extremely high level of service by professionally responding to customer queries via phone and email regarding online foreign currency exchange. Thoroughly and efficiently gathered customer information to assess and fulfil customer needs.Troubleshooted customer issues over the… Show more ResponsibilitiesCustomer Service and Onboarding role providing product information and support to prospective and existing customers as well as onboarding new Personal and Business clients. Provided an extremely high level of service by professionally responding to customer queries via phone and email regarding online foreign currency exchange. Thoroughly and efficiently gathered customer information to assess and fulfil customer needs.Troubleshooted customer issues over the phone.Supported and worked closely with other teams to ensure a seamless and helpful response to all client queries.Reviewed and updated internal CRM systems to ensure all client correspondence was logged, and information kept current and accurate at all times.Completed Client onboarding activites adhering to AML & KYC policies.Key AchievementsRecognised by management and peers as being a professional communicator both in written and spoke form.Contributed to office environment with staff engagement activities and by introducing a recycling program Show less

ResponsibilitiesAnswered inbound phone enquiries from customers in the Small to Medium Enterprise segment.Actioned a broad range of service activities including account enquiries, transaction investigations, lost/stolen/damaged cards, credit card disputes, internet banking first level support, etc…Identified sales opportunities through both qualified leads and reviewing the customers needs.Opened new accounts and sent referrals to product specific departments.Adhered to a… Show more ResponsibilitiesAnswered inbound phone enquiries from customers in the Small to Medium Enterprise segment.Actioned a broad range of service activities including account enquiries, transaction investigations, lost/stolen/damaged cards, credit card disputes, internet banking first level support, etc…Identified sales opportunities through both qualified leads and reviewing the customers needs.Opened new accounts and sent referrals to product specific departments.Adhered to a number of business performance metrics including phone call stats (talk/hold time), adherence to schedule, sales targets and Net Promoter Score targets.Key AchievementsConsistently received high Net Promoter Scores with majority of feedback being 9 or 10 out of 10.Recognised by Team Manger as having excellent communication and relationship building skills. Show less

ResponsibilitiesAnswered inbound phone enquiries from personal and business Tax Payers.Understand and determined customer needs. Used reference material to provide information and advice. Escalated and redirected enquiries when required. Completed registrations for GST and other specialist Tax Roles including FTC and WET.Promoted the use of online services and processed applications for Auskey access as well as provided first level technical support for Auskey, Business Portal… Show more ResponsibilitiesAnswered inbound phone enquiries from personal and business Tax Payers.Understand and determined customer needs. Used reference material to provide information and advice. Escalated and redirected enquiries when required. Completed registrations for GST and other specialist Tax Roles including FTC and WET.Promoted the use of online services and processed applications for Auskey access as well as provided first level technical support for Auskey, Business Portal and MyGov.Adhere to a number of business performance metrics including phone call stats (talk/hold time) and adherence to schedule.Key AchievementsRecognised by Team Manger and colleagues as having clear and confident communication skills with callers.Provided assistance to new recruits on technical and procedural matters when specialist support was not available. Show less

Responsibilities Sourcing content and information on traffic conditions from various sources.Presented traffic reports “on air” both live and pre-recorded for AM and FM stations.Reported on numerous radio stations each shift requiring a high level of attention to detail and time management skills.Updated central database with details of traffic incidents.Key AchievementsWas selected to provide traffic reports during the peak drive time period for the high… Show more Responsibilities Sourcing content and information on traffic conditions from various sources.Presented traffic reports “on air” both live and pre-recorded for AM and FM stations.Reported on numerous radio stations each shift requiring a high level of attention to detail and time management skills.Updated central database with details of traffic incidents.Key AchievementsWas selected to provide traffic reports during the peak drive time period for the high profile launch of KIIS 1065 in Sydney.Was recognised by management as a hard working team player and identified as a candidate for management pathway. Show less

ResponsibilitiesAnswered and effectively screened large volumes of talk back calls.Content research and story development, booking and scheduling interviews and preparing social media updates (Twitter, Facebook).Making informed decisions in pressurised, time-sensitive ‘on-air’ environment.Presented a sports segment on air.Paneling (operating studio controls).Key AchievementsDrove social media engagement with audience by uploading regular content.Anchored Hi… Show more ResponsibilitiesAnswered and effectively screened large volumes of talk back calls.Content research and story development, booking and scheduling interviews and preparing social media updates (Twitter, Facebook).Making informed decisions in pressurised, time-sensitive ‘on-air’ environment.Presented a sports segment on air.Paneling (operating studio controls).Key AchievementsDrove social media engagement with audience by uploading regular content.Anchored Hi Tide fishing program which aired across the Super Radio Network.Recognised by management and colleagues as a hardworking and dedicated employee. Show less

Commenced in temporary contract role within IT Division providing technical support to internal customers prior to being offered permanent Team Leader position in mortgage services division.Team leader role with prime responsibility for 10 direct reports and the administration and processing of third party discharge of mortgage requests. Key accountabilities & achievements:Coordinated efficient and accurate administration and processing of mortgage discharges for third… Show more Commenced in temporary contract role within IT Division providing technical support to internal customers prior to being offered permanent Team Leader position in mortgage services division.Team leader role with prime responsibility for 10 direct reports and the administration and processing of third party discharge of mortgage requests. Key accountabilities & achievements:Coordinated efficient and accurate administration and processing of mortgage discharges for third party, mid-tier and big 4 banking organisations including ANZ, AMP Bank & Adelaide Bank.Day-to-day supervision of team of 10 staff, allocated workflows, senior “go-to” person for team and customer enquiries, coached and developed personnel, handled recruitment duties in conjunction with management and prepared performance reviews for team members.Monitored key performance indicators (KPI’s) – ensured service level agreements consistently achieved, conducted quality check reviews and monitored individual targets. Prepared regular statistical reports for management and third party customers, including reviews of highly detailed financial and confidential data.Established strong working relationships with professional peers within own state and interstate offices as well as external clients. Show less

Team leader role (contract) with 9 direct reports (including 2 Canberra-based staff) responsible for servicing transactional banking needs of NSW government agencies.Key accountabilities & achievements:Provided superior client service, co-ordinated assistance and advice on a range of daily transactional banking needs requiring high degrees of product, pricing and procedural knowledge, confidentiality and business acumen.Effectively managed workflows, allocated duties, escalation… Show more Team leader role (contract) with 9 direct reports (including 2 Canberra-based staff) responsible for servicing transactional banking needs of NSW government agencies.Key accountabilities & achievements:Provided superior client service, co-ordinated assistance and advice on a range of daily transactional banking needs requiring high degrees of product, pricing and procedural knowledge, confidentiality and business acumen.Effectively managed workflows, allocated duties, escalation point for team, decision making and problem solving and responsible for successful conclusion of customer complaints.Extensive internal and external stakeholder liaison, inbound and outbound telephone customer service, conducted face-to-face meetings with senior client representatives.Utilised client feedback to identify and implement a process improvement for Term Deposit renewals which resulted in improved commercial efficiency.Joined division during period of major re-structure and cultural change which resulted in merging of client service teams. Show less

Team leader role with 10 staff (later restructured to 6 staff) - responsible for providing administrative and operational support to CBA’s Private Bankers nationally, processing transactions and managing general banking requests for Private Bank clients.Key accountabilities & achievements:Delivered superior service solutions for Private Bank customers – supervised administration of new accounts, managed Australian and overseas funds transfers, actioned client enquiries regarding… Show more Team leader role with 10 staff (later restructured to 6 staff) - responsible for providing administrative and operational support to CBA’s Private Bankers nationally, processing transactions and managing general banking requests for Private Bank clients.Key accountabilities & achievements:Delivered superior service solutions for Private Bank customers – supervised administration of new accounts, managed Australian and overseas funds transfers, actioned client enquiries regarding ordering of statements, cheque books, replacement credit cards.Effectively utilised in-house Pipeline Management System (Client Record Management) information to manage a range of customer focussed banking needs and recommended and implemented policy and process improvements based on effective use of this system.Fostered client-focussed, service excellence team culture, with success measured through significant increase in compliments received from Private Bank clients.Developed strong relationships with internal client base with team being recognised as the number 1 service team for Private Bank segment.Invited to attend Private Bank senior management team forum to discuss and create a strategic plan targeted on growth of the business segment. Show less

Team Leader role with 14 reports, responsible for processing discharge of mortgage requests for relationship managed clients (Business Banking, Private and Premium ‘high worth’ customers).Key accountabilities and achievements:Allocated workflows and ensured service level agreements were met.Conducted audit and quality review check reviews.Prepared statistical reports.Effective relationship management of key stakeholders and service providers.Recruited, coached and… Show more Team Leader role with 14 reports, responsible for processing discharge of mortgage requests for relationship managed clients (Business Banking, Private and Premium ‘high worth’ customers).Key accountabilities and achievements:Allocated workflows and ensured service level agreements were met.Conducted audit and quality review check reviews.Prepared statistical reports.Effective relationship management of key stakeholders and service providers.Recruited, coached and developed staff and prepared team performance reports.Developed strong partnerships with interstate colleagues through regular visits to sales offices across Australia. Drove nation wide process simplification initiative which was rolled out to the business and resulted in process transparency and improved service levels. Show less

Prepared discharge of mortgage instructions for settlement through extensive liaison by phone, email, mail and fax with customers, solicitors, CBA relationship managers and cross-divisional colleagues.Assessed and determined securities held against the mortgage and ensured the bank’s lending margins were maintained prior to mortgage release in line with policy and formulas.Assisted Team manager with allocation of duties to ensure effective workflows.Was recognised as having… Show more Prepared discharge of mortgage instructions for settlement through extensive liaison by phone, email, mail and fax with customers, solicitors, CBA relationship managers and cross-divisional colleagues.Assessed and determined securities held against the mortgage and ensured the bank’s lending margins were maintained prior to mortgage release in line with policy and formulas.Assisted Team manager with allocation of duties to ensure effective workflows.Was recognised as having management potential and was groomed for Team Manager role. Show less

Customer consultant based in specialist call centre dedicated to servicing high value CBA clients.Answered inbound calls from relationship managed clients regarding transactional banking, credit cards, home loans, general enquiries, complaints as well as generating sales referrals.Worked in pilot team answering Relationship Manager’s diverted/re-directed calls to provide customers with an enhanced service solution.

Answered high volume of inbound calls including sale, service and complaints. Assisted with training of new staff.

Answered inbound calls from customers with sales and service enquires as well as complaints. Worked in branch call re-direction pilot team. Also assisted with training of new staff.Actively monitored inbound calls to Customer Service Representatives for quality and coaching purposes and prepared reports on individual and team performance.

Managed industry specific recruitment desk, prepared sales quotes, organised appointments, conducted interviews, reference checks, candidate placement & time sheets management.