Five-week contract via Robert WaltersComplaints Resolution management resulting from the successor fund transfer of BT Super for Life and Westpac Group superannuation plans to Mercer’s portfolio of employer sponsored superannuation plans and personal accounts.

Proactive review and investigation of targeted Commonwealth Financial Planning (CFP) and associated licensees’ financial advisers’ "quality of financial advice" (QAR) provided and associated remediation, if applicable.

Management of both IDR (Internal) and EDR (External/AFCA) product and services complaints.

My role encompassed facilitating the delivery of remediation payments to customers due to advice reviews conducted through the BTFA and BTGL Ongoing Advice Service, NEO, CERP and Thematic review programs. Responding to client inbound queries regarding the remediation payments including sourcing additional information from the business and clients to provide remediation payment solutions and client centric outcomes. Making compliant outbound calls to customers following up information… Show more My role encompassed facilitating the delivery of remediation payments to customers due to advice reviews conducted through the BTFA and BTGL Ongoing Advice Service, NEO, CERP and Thematic review programs. Responding to client inbound queries regarding the remediation payments including sourcing additional information from the business and clients to provide remediation payment solutions and client centric outcomes. Making compliant outbound calls to customers following up information requests regarding remediation payment solutions, in addition to managing client compensation queries that have been escalated due to complexity. Show less

My role encompassed the investigation, management, and resolution of financial planning advice complaints made by customers of the BT Financial Group and affiliated licensees, and the management of business identified systemic advice remediation.Day to day activities included ownership of the end to end complaints management process in accordance with the BTFG Internal Dispute Resolution (IDR) framework and the management of complaints that were escalated to External Dispute Resolution… Show more My role encompassed the investigation, management, and resolution of financial planning advice complaints made by customers of the BT Financial Group and affiliated licensees, and the management of business identified systemic advice remediation.Day to day activities included ownership of the end to end complaints management process in accordance with the BTFG Internal Dispute Resolution (IDR) framework and the management of complaints that were escalated to External Dispute Resolution (EDR - AFCA). Investigation and assessment included the analysis and documentation of cash flows, asset allocation, capital depletion, optimal financial strategies, management and lifecycle investment superannuation strategies, budgets, DVA & Centrelink entitlement, expenditure requirements, affordability, estate planning, insurance, aged care costs and on-going reviews.In addition to managing the IDR and EDR case load, my performance was measured against providing customers with a superior experience while meeting legislative requirements and demonstrating best practise complaints management in line with ISO 10002:2014. This included identification of continuous improvement opportunities and root cause analysis to drive customer focussed change within BTFA and BTFG to improve customers’ experiences and reduce future complaints. Show less

My role encompassed the provision of Statement of Advice’s detailing financial advice considerations, comprehensive financial strategies, plans and reports for persons under financial management orders.The role included creating and documenting cash flow analysis, budgets, DVA & Centrelink entitlement, expenditure requirements, affordability, estate planning, insurance, aged care costs, asset allocation, capital depletion, optimal financial strategies, superannuation, on-going reviews, and… Show more My role encompassed the provision of Statement of Advice’s detailing financial advice considerations, comprehensive financial strategies, plans and reports for persons under financial management orders.The role included creating and documenting cash flow analysis, budgets, DVA & Centrelink entitlement, expenditure requirements, affordability, estate planning, insurance, aged care costs, asset allocation, capital depletion, optimal financial strategies, superannuation, on-going reviews, and management and lifecycle investment strategies. Show less

Financial Adviser - AMP Horizons, Creating, managing and protecting wealth with through astute financial planning advice. Superannuation, Investments, Asset Allocation, Risk, Estate Planning and Tax Effective strategies.

Self employed consulting business (Guru Consulting Pty Ltd) providing services to leading funds management and superannuation product providers.Specialist services included,Superannuation- Member best interest analysis for successor fund and intra fund transfers- Development of business cases and business/trustee submissions- Creation of member, employer, adviser and call centre communications detailing the benefits and considerations of the in-specie transfer.Annual… Show more Self employed consulting business (Guru Consulting Pty Ltd) providing services to leading funds management and superannuation product providers.Specialist services included,Superannuation- Member best interest analysis for successor fund and intra fund transfers- Development of business cases and business/trustee submissions- Creation of member, employer, adviser and call centre communications detailing the benefits and considerations of the in-specie transfer.Annual, quarterly and ad-hoc reporting and communications to membersStakeholder management. Investments- investment performance, asset allocation reporting and analysis- member, business and trustee reporting.Business Improvement- Service and operational reviews. Show less

Networked and sourced institutional investment opportunities in infrastructure, IT, property development and syndication, new business innovation or business expansion. Offered and placed seed or second stage private equity capital or debt for these opportunities with the bank's high net worth clients (Macquarie Prism account holders).

Responsible for, - managing the growth of the Margin Lending loan book,- marketing and client service,- distribution arrangements with other brokers and other third party distributors- reviewing and maintaining asset lending ratios/risk management,- funding arrangements, and - management reporting, including managing 3 direct reports.

Responsible for the, - project management of new product features, initiatives and offers,- distribution channel costs and remuneration,- review and pricing of external investment managers.