Always striving to do better. Analytics and process mapping, engineering solutions and managing stakeholders.

• Providing training and updates to consultants to ensure regulatory and internal compliance requirements are met when discussing key topics such as contributions to superannuation.• Reviewing processes and liaising with internal and external stakeholders to investigate how the perceived gaps may be addressed and resolved.• Writing content and providing SME input for Continuous Improvement teams / Change management teams on new learning content for topics such as tax within superannuation, to create, refine and flesh out e-learning modules.• Contacting dissatisfied members to investigate and resolve their issues, and providing commentary and feedback to the relevant team leader, staff member, or other areas of the business, and provide qualitative insights.• Utilising data insight to improve the effectiveness of the information we track, and generate reports on the trends the Contact Centre experiences to target coaching and training opportunities to help uplift staff capability.

• Assisting the IDR team to resolve complex cases & instances of possible fraud through callbacks to members and subsequently identifying them. • Participating in the pilot & roll out of GreenID to assist in verification of members electronically, a key player in the COVID-19 early release scheme. Developing a body of knowledge about the use, benefits and limitations of this system and providing data-driven feedback to the service centre leadership group including several recommendations to improve member experience and reduce service centre effort.• Providing training on the use of GreenID to ensure correct verification processes are adhered to, in keeping with AUSTRAC guidance and AML/CTF regulations.• Assisting Member Response Team to make sure their email and callback queues are managed in a timely fashion, and aiming to resolve all member interactions in the first instance where possible, or the most efficient way possible when a single-interaction solution is impossible.

• Providing consistently high-quality telephone-based customer service to members of the fund and their third party authorities, with the aim of educating the members and promoting engagement with their super. • Focus on delivering the best possible outcomes for the members on every interaction, and solving problems in the wider business when identified. • Investigating and resolving cases requiring follow up as identified by Mercer, and making appropriate outbound calls to members to rectify any issues. • Meeting all key performance metrics and maintaining this performance consistently, as well as high member satisfaction scores.• Successful completion of RG146 for the Superannuation Industry.

• Providing end-to-end customer service for various customer enquiries, ranging from simple questions such as account balances, to complex changes to account configuration including product swaps. • Ensuring adherence to various business risk policies including both credit and legal to ensure best outcomes for customers.• Supporting the larger business’ goals through various strategies, aimed at improving Net Promoter Score, Customer Self-Service and referring leads to the relevant Lending Specialist teams.• Supporting the Leadership team and Direct Communications team as the Communications and Change Champion, including awareness campaigns, strategy development, mass written communication, ad hoc verbal communication, visual management, impact assessment and feedback gathering.• Secondment as a Proficiency Hub Specialist, helping to onboard, train and develop new-to-bank staff members, supporting them through one-on-one coaching, education, and best practice sharing.

• Conducting market and thought-leadership research• Managing, curating and creating strategic content for social media, blog posts and website content via Buffer, WordPress• Maintaining Zoho CRM databases and ensuring data quality.• Making cold calls for Telemarketing campaigns to generate and qualify leads• Researching client products and services, to understand their market• Data entry and transfer between bulk raw data lists and CRM systems• Copywriting to promote brand interest and audience perception• Assisting Human Resources processes conducting pre-interview questions via telephone