Lina Toner
St Clair,Australia
Summary
Professional in client services with extensive experience in managing customer relationships and driving client satisfaction. Adept at leading teams, identifying customer needs, and delivering tailored solutions. Known for strong collaboration skills, adaptability, and results-oriented mindset.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Customer Manager offering [Number]-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
22
22
years of professional experience
Work History
Client Service Manager
Mortgage Choice - Blaxland, Penrith, Cronulla & Colebee
08.2020 - Current
- Working with franchise owners and brokers to support four franchises in retaining and growing a client database of more than 1800 accounts.
- Portfolio Management - Loan book size of $450 million.
- Designed workflow that increased client satisfaction and loan book retention. The loan drop-off rate reduced from 23% to 17% over a 12-month period.
- Improved stakeholder engagement with multiple lender Business Development Managers. Feedback led to lender policy change.
- Developed training programs for staff to enhance customer service skills and operational efficiency.
- Finalist for the 2025 Top Loan Administrator category at the Mortgage Choice National Conference.
Team Leader, Customer Contact
Commonwealth Bank - Wealth Management
05.2017 - 04.2018
- Managed a team following a restructure and helped establish a new function within the Wealth Management Remediation department. Led the Contact Centre in closing all remaining Open Advice Review (OAR) cases and transitioning into a business-as-usual review and remediation function.
- Collaborated with the Executive Leadership Team to align business goals, resources, and compliance requirements, and developed new Standard Operating Procedures and Call Models.
- Increased productivity by creating uniform templates that improved Average Handling Time (AHT).
- Reduced open OAR cases from over 1,200 to fewer than 30.
- Lowered complaint escalations to AFCA (formerly the Financial Ombudsman Service).
- Supported staff through the redundancy process and helped them secure new employment.
Specialised Review Manager
Commonwealth Bank - Open Advice Review (OAR) Program
08.2015 - 05.2017
- Managed a portfolio of Special Circumstance registrations in the Open Advice Review (OAR) program, which identified and compensated customers of Commonwealth Financial Planning Limited (CFPL) and Financial Wisdom Limited (FWL) for past poor financial advice.
- Oversaw cases involving terminal illness, financial difficulty, vulnerability, or political/media involvement, and handled complaints escalated within the program.
- Designed and facilitated “Post Assessment Outcome Discussion” training for the Review Management Team, increasing case closures.
- Provided feedback on outbound customer correspondence that reduced customer confusion and escalations.
Experience Specialist, Group Customer Relations (GCR)
Commonwealth Bank - Retail & General Insurance
09.2013 - 08.2015
- Group Customer Relations was the highest internal escalation point of the Commonwealth Bank. I was a case manager of Internal Disputes for Retail and Business Banking products and services. I was one of the designated individuals responsible for managing high-priority and complex matters escalated from the Office of the CEO, Chairman, and Group Executive.
- Regular recipient of compliments and positive feedback from customers.
- Recognised for promoting team building activities and mental health awareness within my immediate team and the wider GCR.
Case Manager, Sensitive and Deceased Estates
Commonwealth Bank - Retail & Lending
03.2011 - 08.2013
- Managed a portfolio of 220 customers with various secured and unsecured credit facilities in high delinquency.
- Helped customers meet their financial obligations and rehabilitate their accounts by tailoring solutions based on their individual needs and circumstances, while also mitigating loss for the Group and meeting compliance requirements.
- Represented CBA at Financial Counselling (FCAN) conferences
- Investigated systemic issues and maladministration matters as well as sensitive cases including staff accounts and complaints.
- Led a newly established team of Case Managers in Victoria during a secondment.
- Member of the 2012 Ultimate Success Dream Team– top performing 300 staff across the entire CBA Retail Bank.
- Regular recipient of team awards for performance and engagement.
Customer Service Manager, Penrith Area Office
Commonwealth Bank - Retail Banking
12.2008 - 03.2011
- Supported the Branch Manager with the running of a busy Tier 2 branch.
- My primary duties included balancing the Customer Service Representatives (tellers), investigating and locating any discrepancies, completing audits and compliance checks, coaching and upskilling representatives to meet and exceed their frontline sales targets, and running Sales and Service Meetings.
- Graduated from the Future Now Program 2009 (Fast Track to leaderships nominated by Area Manager)
Customer Service Specialist, Penrith Area Office
Commonwealth Bank - Retail Banking
12.2005 - 11.2008
- Assisted customers with their retail banking needs.
- Completed Financial Needs Analysis to gain insights into customer's goals & objectives.
- Exceeded sales target for new account opening and referring lending and insurance specialists.
Property Officer
J&B REALTY, ST MARYS
06.2003 - 11.2005
- My very first job was managing a portfolio of investment properties, liaising between landlords and tenants. I was also responsible for canvassing for new business and attending Consumer, Trade and Tenancy Tribunals.
Education
Diploma - Finance And Mortgage Broking
Institute of Strategic Management
Sydney, NSW05-2024
Skills
- Dispute resolution expertise
- Knowledge of privacy and banking standards
- Team leadership and development
- Coaching and feedback
- Customer engagement
- Process optimization
- Proficient in written and verbal communication
- Retention strategy implementation
- Cross-functional coordination
Languages
English
Native or Bilingual
Greek
Full Professional
Timeline
Client Service Manager
Mortgage Choice - Blaxland, Penrith, Cronulla & Colebee
08.2020 - Current
Team Leader, Customer Contact
Commonwealth Bank - Wealth Management
05.2017 - 04.2018
Specialised Review Manager
Commonwealth Bank - Open Advice Review (OAR) Program
08.2015 - 05.2017
Experience Specialist, Group Customer Relations (GCR)
Commonwealth Bank - Retail & General Insurance
09.2013 - 08.2015
Case Manager, Sensitive and Deceased Estates
Commonwealth Bank - Retail & Lending
03.2011 - 08.2013
Customer Service Manager, Penrith Area Office
Commonwealth Bank - Retail Banking
12.2008 - 03.2011
Customer Service Specialist, Penrith Area Office
Commonwealth Bank - Retail Banking
12.2005 - 11.2008
Property Officer
J&B REALTY, ST MARYS
06.2003 - 11.2005
Diploma - Finance And Mortgage Broking
Institute of Strategic Management
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