Nick Zema Email and Phone Number

• Actively Managing High Value Portfolio. • Managing Bankruptcy Process for clients.• Actively recovering on clients outstanding debts.• Conducting/Managing complex and sensitive investigations, preparing reports and briefs of evidence for filing legal proceedings through our lawyers.• High-level analysing and problem solving with the ability to evaluate and propose recommendations for hardship candidates, when required by client. This includes analysing and interpreting financials for individuals, companies and trusts to identify if they can service outstanding debts.

• Resolve disputes made against ANZ from customers directly or via the Financial Ombudsman Service (FOS) or other external regulatory bodies.• Case management including investigation of allegations, coordination of stakeholders to meet regulatory response timeframes, negotiation and customer focus to ensure early resolution and minimisation of cost and risk to ANZ.• Negotiate customer focused outcomes and repair and rebuild customer relationships.• Understanding of Retail and Commercial products and maintain networks across all business units.• Review and report possible breaches of ANZ policy and/or legislation. • Stakeholder management with external regulatory bodies and internal business unit stakeholders.• Advise business units on opportunities to reduce risk and enhance the Customer experience.

• Collecting missed payments for Personal Loans.• Advising legal proceedings and other ramifications that will impact the customer.• Ensuring daily targets are met.• Building relationships with customers.• Capturing dissatisfaction and lodging complaints.• Promoted the late stage collections team within three months.

• Managing complex complaints often from a legal representatives and/or media.• Handling escalated calls from Front Desk Staff.• Mentoring two Front Desk Staff monitoring their development and offering assistance.• Understanding of warranty agreements and impacts to both the customer and Holden.• Meeting with external stakeholders including consumer affairs to resolve a dispute.• Awarded Team member of the month in February 2008.

• Managing customer complaints and ensuring KPIs are met.• Actively listening to customers concerns and proving a fair, suitable and reasonable outcome in the interests of maintaining good customer relations. • Building relationships with customers that depicts trust and morality.• Resolving complaints received from the Telecommunications Industry Ombudsman (TIO).• Actively supervised staff as a floorwalker; which included taking escalated calls, monitoring call volumes, etc.• Had exposure in working with Telstra Business and Government Customers in a specialised function.• Trained nine new staff members for a two week period and then assisted in a training cell for a further two weeks.