Providing positive and constructive feedback to the consultants by monitoring the calls and emails for 7+ funds.Part of the quality analyst program by focussing on improvements and opportunities of the consultant, providing feedback to empower consultants in their role. Attention to detail on information provided to the customers on the calls.Capturing and raising incidents, process fails occurred.Following Quality Framework and Processes.Assist in quality inbox by responding emails of different stakeholders. Provide feedback on the knowledge hub to improve and include additional information to clarify the processes. Assisting in developing the home page for the team in knowledge hub.Assisting in training to the consultants on various superannuation topics.

Providing positive and constructive feedback to the consultants by monitoring the superannuation, SMSF, priority care (vulnerable member), employer calls.Following the Quality Framework and Processes.Running the training on how to deliver positive first response, call control, how to display empathy.Completing the quality monitoring for complaints call.Allocation of calls to the team.Successfully running the calibrations with the team leaders.Assisting consultants by providing one on one coaching and side by side call listening to improve call quality, improve KPIs.Running training with quality analysts to cross skill in different products.Team player by assisting the contact centre teams by answering the emails of the customers.Assisted in service transformation program by generating the data by listening to specific calls and providing member feedback.Assisted in post call survey feedback whilst the concerned team unavailable.

Demonstrating a high level of professionalism and strong customer service orientationAnswering inbound contact centre calls, identify the purpose of the request and route telephone requests appropriately.Ensuring all interactions, decisions and details are updated and recorded accurately Having a solid understanding of client needs and provide appropriate solutions to queriesWorking within a team environment by supporting team members and actively participate and contribute in team meetings Participating in training and development activities to help identify and meet own learning and developmentContributing to improve the efficiency of work processes and the implementation of changes in the workplace.Working to strict compliance at all timesAdhering to Key Performance Indicators (KPI)

Bank reconciliationCredit card reconciliationAccounts PayableAccounts ReceivablePayrollBASThree way matching processBudgeting and ForecastingFARInventory control Petty cash reconciliationMonth end process

Educating customers on the variety of loan products and available credit optionsUnderstanding bank products and cross sellingSell bank’s financial products by proactively contacting customers to set-up appointments, as well as assist those who walk into the branch Retain and deepen customer relationships through quality needs based conversations to explore customers financial needs and goalsLimited first-hand experience of handling cashPromoting digital products of bank and helping clients onboard the technology platforms,Insurance sellingProvide professional financial advice Take ownership for seamless serviceAssisting senior-level credit officers with complex loan applicationsDetecting revenue leakage for branch and taking corrective actions to plug leakageHandling savings and current accounts, fixed deposits i.e. opening of new accounts and maintenance of existing accounts, payments and transfers for Investment related productsHandling CTS (Cheque Truncation System) Inward and Outward cheque clearingEffectively managed single handedly more than 25 client relationships