Perth, Western Australia, Australia
With my customer experience covering the areas of banking, superannuation, and retail, I have developed interpersonal skills in communicating effectively with internal and external customers of all levels and from a diverse range of backgrounds and cultures. I also hold leadership responsibilities as a Second-in-Charge and Team Manager Delegate to a team of 12 in BT, the wealth management brand of Westpac Group. As a former Client Relationship Manager and Credit Analyst in banking, my experience covers both the areas of customer service as well as research, with high attention to detail and demonstrated ability to apply critical thinking to make decisions or solve problems in a fast-paced environment.
Customer Solutions - Panorama Specialised Processing and Rework
Delegate to the Team Manager in a team of 12. My role primarily involves in capacity planning, case and incident management, training and coaching, and serving as a contact point to Process Managers and Business Analysts for projects and process improvements. My current position covers the Payments operation team. Our team manages multiple priorities in a dynamic and fast-paced environment involving rollovers, withdrawals, SMSF checks and reporting, and complex transactions including Family Law, contributions splitting, and deceased estates payments. I also helped design control reports through application of SQL, and prepared work instructions for operational efficiency and effective risk management practices.
On top of my primarily role in case management and providing customer service to advisers, I also hold leadership responsibilities as a Second-in-Charge and Delegate to the Team Manager in decision making, and have been involved in coaching and process improvements.
Provided business strategy inputs and credit assessments to a team of close to 20 bond traders and dealers to facilitate the sale and trading of bonds to achieve a balance of risk and return on the bank’s bond portfolio.
Served as a key point of contact for a portfolio of corporate customers in providing ongoing customer service support and end-to-end banking solutions throughout the lifecycle of the loan.