Natasha Peiris Email and Phone Number

• Overseeing daily branch activities and ensure individual and branch compliance to ANZ policies and procedures in all actions• Supporting the Branch Manager to support branch business planning process and provide focus, direction/priorities for the team• Contribution to the Branch and Easy Ways to Bank, demonstrating a customer mind set• Acting as a senior referral point for other staff for more complex customer needs and provide support for the Branch Manager in addressing any business, operational or people matters on a day-to-day basis• Fulfilling simple lending (including credit cards, personal loans, transaction accts, basic insurance), and more complex customer solutions (including home and small business lending).• Assisting the Branch Manager to efficiently manage more complex customer needs as escalated from other staff to achieve positive customer outcomes• Supporting the Branch Manager when managing change by role modelling and acting as a change champion and acting as a role model and peer coach to deliver the desired customer experience • Utilising the A-Z Review to explore & understand financial needs of current & potential customers, offer the best possible total financial solution, follow up with the customer to ensure their financial needs are met to ensure all interactions are appropriately closed out• Educating customers on the benefits of, and demonstrating easy ways to bank to enable the customer to self-serve wherever possible

• Assisting customers in their selection of various accounts and financial services • Retain and deepen customer relationships through quality needs based conversations to explore customers financial needs and goals • Cross-selling the bank's products and services, opening, maintaining and closing accounts• Promoting business for the bank by maintaining good customer relations and referring customers to appropriate staff for new services• Fully knowledgeable and skilled in the areas of teller, vault & safe deposit.• Checking Branch’s New Account Report (CR001) on a daily basis • Performing branch clerical duties

• Making suitable arrangements for repayment of arrears and providing solutions to customers.• Undertaking and assessing customer’s application for financial assistance and working with the Hardship team to provide suitable financial assistance allowing customers to overcome their financial difficulty. • Receiving inbound call from customers and discussing the current status of their account.• Conducting skip tracing using various tools to locate customers who are no longer contactable.• Educating delinquent customers to prevent future arrears.• Accepting or making recommendations on settlement proposals submitted by customers.• Making recommendations for initiating legal action to recover overdue amounts.• Meeting set productivity and roll rate targets on assigned portfolio of accounts.• Working a group of assigned accounts through inbound/outbound calling and other related collections activities for late stage collections accounts.• Maintaining a portfolio of accounts worth of 2.5 million dollars.

• Managed a portfolio of major client accounts and developed a long term service relationship with the clients.• Identified and introduced new opportunities to the clients.• Identified and completed pre work for targeted future tender releases.• Arranged special ad hoc job requirements as required by the clients.• Developed and implemented sales strategies in order to achieve both long and short term goals.• Attended client review meetings regularly to improve working relationships.• Advised clients of service level agreements and drafted new service level agreements.• Performed all sales administration activities in order to maintain accurate information that was essential to develop revenue and improve customer satisfaction.

• Ensured effective preparation and delivery of all project events and meetings and produced all necessary documentation.• Maintained a portfolio of client accounts and provided excellent customer service, and provided solutions to client enquiries.• Maintained and issued Job instructions, work orders, supplied stock take information as per account requirements and drafted other documentation.• Collated required information for incident reports, discussed current systems with staff and observed systems at all levels of organization.• Provided & maintained client reporting requirements and directed clients towards more efficient solutions.• Communicated with internal departments including IT, operations, Scheduling, Production, and Distribution to meet job requirements.• Completed invoicing requirements in a timely and accurate manner.• Created Monthly reports for analysis.• Organised detailed quotes for clients.