Nathan Marshall Email & Phone Number

Responsibility for the nabtrade SMSF Service and Digital & Social Client Service team.

Sydney, Australia

Managing a specialised team of senior client service staff, focused on - The onboarding of nabtrade share trading/investment accounts for Self Managed Superannuation Funds (SMSFs)- NAB SMSF Establishment and Administration service, in partnership with Heffron- Acting as introducers to a range of other SMSF compliant NAB products within the broader bankThe team exists to help new clients through the stages of establishing and verifying their accounts, and educating on features and benefits to help them make the most out of the platform.In addition to onboarding support, the team looks after ongoing customer service, and provides Voice of Customer insights from this client segment to relevant internal technology and business change forums.My role in managing this area involves supporting BAU activities, as well as cross business collaboration with other nabtrade and broader NAB functional leaders (operations, project, product, marketing)

Sydney, Australia

Role balances broader Contact Centre management responsibilities with Contact Centre team leadership. 25 direct/indirect reports who are responsible for the provision of high quality customer service through phone and digital channels.Provide ongoing development, coaching and direction to team members to meet KPI targets, ensuring they deliver the highest level of serviceConduct regular people management activities including monthly 1:1s, formal performance appraisals, as well as regular informal feedbackBusiness readiness activities to support the contact center in an environment of constant change.Develop and maintain a skilled and motivated team of people and through these individuals develop a workforce of highly skilled and motivated people with specialist skills pertaining to Contact Center operations.Monitor and maintain optimal business resource capacity to effectively deliver operations to meet client demands including forecasting future resource requirements and initiating actions to improve resource utilisation.Prompt and professional management of client escalations and complaints to ensure the best outcome for the client and the businessActively manage call queues to ensure Grade of Service targets met and minimal wait timeComplete regular random call and quality monitoring of the teamEnsure staff adherence to the relevant policies, and compliance with relevant regulatory requirements (including ASX and ASIC)Ensure technical incidents correctly logged and raised for fix – assist in triaging such issuesCall, email, workflow, and Client Quality Survey ReportingRegularly engaged as a senior Front Office SME for consultation/front office signoff by a range of business stakeholders - marketing, technology, operations and project teamsResponsible for Front Office telephony and IVR changes – requirements, readiness and implementationFoster a High Performing culture, driving Kaizen and continuous improvement

North Sydney

Provide ongoing development, coaching and direction to team members to meet KPI targets, ensuring they deliver the highest level of serviceConduct regular people management activities including monthly 1:1s, formal performance appraisalsRegular 'on the spot' assistance for team membersChair weekly team meetingsParticipate in resource planning and forecasting activities, to ensure sufficient coverage for BAU and project related activitiesPrompt and professional management of client escalations and complaints to ensure the best outcome for the client and the businessActively manage call queues to ensure Grade of Service targets met and minimal wait timeComplete regular random call and quality monitoring of the teamEnsure staff adherence to the relevant policies, and compliance with relevant regulatory requirements (including ASX and ASIC)Ensure technical incidents correctly logged and raised for fix – assist in triaging such issuesCall, email, workflow, and Client Quality Survey ReportingEnsure Client Quality Survey sent (post call)Preparation of Front Office dashboards for distribution across the businessAttending stakeholder meetings to ensure Front Office needs are addressed and advocate for the customer – relating to business processes, technology change requests etc.Responsible for Front Office telephony and IVR changes – requirements, readiness and implementationFoster a High Performing culture, where continuous improvement is highly valued

Nabtrade

Trading Services SME for WealthHub Securities. Working in a project environment, this role includes End to End testing, business analysis including process and policy development alongside key business stakeholders, construction and revision of FAQs and knowledge sharing database. Was responsible for testing, and updating of business requirements documentation for Front Office telephony solution. Assisting in the development of role plays and training plans for current and future staff. Acted as Front Office representative in several cross business workshops in both Sydney and Melbourne.

Client Services Specialist, UAT testing and assisting in procedural development for upcoming NAB project (part of WealthHub Securities)

Acting as paraplanner to both Financial and Insurance advisers.Preparation of advice documents (Statement of Advice, Record of Advice) for superannuation/investment and insurance clients. Comprehensive financial modelling in XPlan. Training and mentoring of Client Service Co-ordinator. Implementation of advice (opening wrap accounts, investing according to recommended profile with cash, managed funds, ETFs and direct equities), construction of strategy diagrams, answering and following up on client queries by phone, email and in person, assisting with other administrative tasks and prep for client reviews as required.

First point of contact for clients. Answering or passing on client queries where necessary, preparing for client meetings, reporting, database upkeep, conducting mailouts by post and email, drafting business correspondence, letters and forms, producing basic Records of Advice or cash advice, other tasks or project work as required.

Sydney

Short term contract to cover high volumes. This role was a inbound call servicing role, supporting and educating clients of Commsec's online trading platform

Assisting in workflow creation and management for the vetting team, email and phone management as first point of contact for AMP financial advisers

Providing a high level of service answering queries on a range of share and trading platform related queries for clients by phone, email and sometimes in person. Opening new trading accounts and updating details where necessary. This role was performed during a transition period during CMC Markets acquisition of Andrew West Stockbroking.

Everything an Office Junior needs to do, from filing and archiving order tickets, mail distribution and outbound post, to running cheques around the city to larger clients, to stacking the dishwasher, cleaning the coffee machine and being generally helpful. Role ended due to promotion

Accredited Derivatives Adviser 2 (Ada2)

Mlc Investment Platforms Future Leaders Program

Part of a Sydney intake of only 8 staff from across the Investment Platforms division

Advanced Diploma Of Financial Services (Financial Planning)

Diploma Of Financial Services (Financial Planning)

Accredited Derivatives Adviser 1 (Ada1)

Hsc