Sydney, New South Wales, Australia
I am a highly motivated, goal oriented financial services professional with four years of industry experience. As a Relationship Manager, I strive to deliver exceptional service and support to all clients while working closely with my team to achieve business objectives and KPIs. After completing a Bachelor of Commerce majoring in Economics and Finance, I commenced a career within the finance industry as a Customer Experience and Complaints Resolution Officer at RaboDirect Australia. Since joining the company I have progressed into the Financial Adviser Service team as a Relationship Manager to Intermediated Deposits. I have also taken on the Commercial Manager responsibilities within the Deposits team. I work closely with the Head of Products and Deposits to set Deposit pricing across Online Services and Country Banking channels to maintain and grow the Rabobank deposits portfolio.
My primary responsibilities as Relationship Manager (RM) within Products and Deposits include management and growth of an existing high-value intermediary client portfolio, driving bottom-up business growth and assisting with development and implementation of the intermediary sales and relationship strategy for Rabobank Adviser Services. Another key aspect of my role is Commercial Management to ensure that the financial objectives of the Products and Deposits business are met. This role involves working closely with the Head of Rabobank Online Savings to deliver initiatives and drive improvements across the business. Key responsibilities include: - Jointly manage the existing portfolio of high-value intermediary clients across Australia - Assist with Annual Sales Portfolio Budget for Existing clients - Proactively investigate and work with the BDM on opportunities to improve client retention and provide regular reporting on existing client portfolios to ensure client retention - Collaborate with the BDM, Sales Manager and Marketing Team to develop, deliver and coordinate new and existing client collateral and communication initiatives. - Hosting and attending industry events to promote Rabobank services and the Adviser Services channel - Monitor and report daily deposit movement to Group Executive, Deposits & Product and other senior internal stakeholders - Proactively monitor and manage Products and Deposit pricing strategy across Australian and New Zealand - Keeping abreast of market trends, developments, competitor activity and consumer needs - Prepare, update and report on the competitor summary to the Group Executive, Deposits & Product and other senior internal stakeholders - Coordinate and manage the rate changes across all relevant business units within the bank - Responsible for evidencing the relevant Pricing related BEAR KPIs
As an Adviser Services Specialist, I worked closely with intermediaries including Financial Advisers, Platform Brokers, Superannuation/ Managed Funds and ETFs, to grow and maintain their client’s investments with RaboDirect Australia. Key responsibilities included: - Maintaining data feeds to ensure accurate information is available to advisers - Providing ongoing and relevant product advice for multiple deposit products - Providing customer support to advisers and ensure relationships are maintained
My role as a Customer Servicing and On-boarding Associate supported the Customer Service centre to process applications for direct clients in a timely manner. Key responsibilities included: - Quality assurance management - Opening accounts and processing maintenance requests - Advisory services account management for Adviser Intermediary channel - Relationship management for Adviser Intermediary channel - Compliance due diligence and sanctions management
This role focussed on two key components of customer service including customer experience and complaints resolution. Through this role I was responsible for reviewing, delivering and implementing quality assurance in all customer interactions to ensure the highest level of service was maintained. In relation to complaints, I worked closely with customers to ensure the timely and effective resolution of complaints. Key responsibilities included: - Actioning and following up client requests - Carrying out daily reporting - Monitoring and assessing complaint related calls - Maintaining and operational reporting of the complaint register - Categorising any systematic or material trends based on complaints history - Updating policies and procedures - Supporting the Quality Assurance team in call evaluations