AANANT MAHARAJ
Bank Officer
Pendle Hill,New South Wales
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
23
23
years of professional experience
1
1
Language
Work History
Customer Service Representative - Direct Banking
Commonwealth Bank of Australia
1 2023 - Current
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Assisted customers via the banks messaging platform.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Referred unresolved customer grievances to designated departments for further investigation.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products and services information.
Credit Officer – Secured Retail Credit Decisioning
Commonwealth Bank of Australia
10.2021 - 01.2023
- I decisioned retail loan applications on behalf of our branches, national proprietary and premier branch channels, and service centres.
- Facilitated timely decision-making on loan applications through clear communication with internal stakeholders and prompt resolution of any queries or discrepancies.
- Increased customer satisfaction scores by promptly addressing concerns and resolving issues related to credit products.
- Enhanced credit decision-making by conducting comprehensive financial analysis and risk assessments.
Credit Analyst – Secured Retail Credit Review
Commonwealth Bank of Australia
10.2018 - 10.2021
- I reviewed samples of Home Loan applications to assess Lender and Broker policy compliance.
- I enabled pre-funding intervention to correct errors and prevent non-compliant and fraudulent applications proceeding.
- I helped generate insight and solutions to improve lending quality through policy, systems and behaviour.
Lender and Broker Sales & Service Support
Commonwealth Bank of Australia
12.2014 - 10.2018
- Kept records of customer interactions or transactions, recording details of inquiries, or comments, as well as actions taken.
- Answered customers' questions about products, prices, availability, product uses, and credit terms.
- Provided service support to the customers (Intermediaries, Brokers and Advisers) and Sales Team of Third-Party Banking, in order to facilitate a consistent and positive service experience and promote the sale of Commonwealth Bank products.
- Addressed client concerns promptly and professionally, resolving issues efficiently to maintain high levels of customer satisfaction.
- Contributed positively to overall team success through consistent achievement of individual performance targets.
- Provided training and mentorship to new staff, fostering a collaborative team environment focused on exceptional customer service.
Customer Service Representative - Direct Banking
Commonwealth Bank of Australia
09.2010 - 12.2014
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Referred unresolved customer grievances to designated departments for further investigation.
- Greeted customers and ascertained what each customer wants or needs were.
- Maintained records related to sales.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative - Branch
Commonwealth Bank of Australia
07.2001 - 09.2010
- Processed transactions such as term deposits, retirement savings plan contributions, automated teller transactions, and ATM deposits.
- Resolved problems or discrepancies concerning customers' accounts.
- Obtained and processed information required for the provision of services, such as opening accounts and savings plans
- Processed and maintained records of customer loans.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Master of Business And Commerce - Human Resource Management And Industrial Relations
University of Western Sydney
Parramatta, NSW 04.2001 -
BBA - Management
University of Western Sydney
Parramatta, NSW 04.2001 -
Skills
- Bi-lingual
- Excellent written and verbal communication skills
- Extensive customer service experience
- Excellent communication and problem-solving skills
- Call Management
- Call center experience
Timeline
Credit Officer – Secured Retail Credit Decisioning
Commonwealth Bank of Australia
10.2021 - 01.2023
Credit Analyst – Secured Retail Credit Review
Commonwealth Bank of Australia
10.2018 - 10.2021
Lender and Broker Sales & Service Support
Commonwealth Bank of Australia
12.2014 - 10.2018
Customer Service Representative - Direct Banking
Commonwealth Bank of Australia
09.2010 - 12.2014
Customer Service Representative - Branch
Commonwealth Bank of Australia
07.2001 - 09.2010
Master of Business And Commerce - Human Resource Management And Industrial Relations
University of Western Sydney
04.2001 -
BBA - Management
University of Western Sydney
04.2001 -
Customer Service Representative - Direct Banking
Commonwealth Bank of Australia
1 2023 - Current
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