Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Hobbies and Interests
Volunteering
Generic

Agnes Pule

Truganina

Summary

I bring several years of experience in financial services, with a strong focus on supporting vulnerable and complex customers across unsecured loans, credit cards, home loans, direct debit accounts, and asset finance. I've managed both inbound and outbound enquiries, worked closely with financial counsellor's, and handled a wide range of challenging customer situations. Throughout my time at Customer Connect, I’ve progressed into more senior roles, always focused on delivering excellent service and finding effective resolutions. I'm confident in collections, building strong customer relationships, and ensuring compliance with industry standards.

Overview

15
15
years of professional experience

Work History

ANZ Specialist Customer Connect

ANZ
05.2021 - Current
  • Consistently delivered high-quality service by resolving complex customer issues, leading to increased satisfaction and loyalty.
  • Designed and executed strategies to enhance customer engagement and improve overall satisfaction metrics.
  • Built and maintained strong, collaborative relationships with key stakeholders across departments.
  • Demonstrated exceptional customer service skills, addressing concerns with professionalism and urgency.
  • Thrived in fast-paced, high-pressure environments while maintaining attention to detail and service quality.
  • Proficient in both independent work and team collaboration, contributing to overall team success.
  • Provided guidance and support to team members, fostering a collaborative and high-performing team culture.
  • Mentored junior staff and new hires, helping them gain confidence and become self-sufficient in their roles.
  • Supported management with complex escalations, ensuring timely and effective resolution.
  • Engaged with financial counsellors to negotiate and implement practical resolutions for clients.
  • Managed complex accounts through comprehensive case management strategies.
  • Handled sensitive and vulnerable customer cases with empathy and professionalism.
  • Managed Esanda and Ambit and work baskets, ensuring timely and accurate processing of tasks.
  • Prepared and submitted reviews and proposals for management consideration
  • Worked with the complaints team to make sure customer issues were handled smoothly and efficiently.
  • Helped manage the 21-day new referral process, making sure we stayed compliant with Section 72 of the National Credit Code.

Senior Commercial Account Manager

ANZ
05.2019 - 02.2021
  • Managed Commercial Groups with lending up to $500K, recently increased to $1 million.
  • Reduced delinquency through proactive account management.
  • Assessed and provisioned accounts over 90 days (Ambit) and 120 days (Asset Finance - Esanda).
  • Conducted quarterly file reviews, ensuring strategic oversight and thorough history checks.
  • Educated customers on financial risks and consequences.
  • Actioned outbound and worklist accounts using Tallyman.
  • Handled inbound calls regarding arrears, payment arrangements, payout figures, and account documentation.
  • Liaised with brokers, liquidators, financial advisors, and internal stakeholders.
  • Collaborated with Lending Servicing team for updates on high-value accounts (> $1 million).
  • Processed COVID-19 related account variations for Ambit and Esanda in 2020.
  • Supported frontline staff (Business Banking, Relationship & Area Managers, Agriculture Managers).
  • Exercised discretion to benefit both the customer and ANZ (e.g., fee waivers, setting realistic arrangements).
  • Referred contracts to Agents team to initiate repossession when required.
  • Managed the Commercial Asset Finance inbox.
  • Wrote off non-engaged accounts and referred them to the Recoveries team.
  • Supported Credit Assessors with lending applications.

Financial Counsellor Enquires

ANZ
10.2017 - 05.2019
  • Supported vulnerable and complex customer cases.
  • Created daily plans, task allocations, and managed workload volumes.
  • Built and maintained strong relationships with financial counsellors.
  • Managed drop boxes including Ways Forward Debt Solutions, Disaster Relief, Financial Enquiries, and Domestic Violence.
  • Sent ad-hoc communications to financial counsellors.
  • Actioned work queues and financial counsellor enquiries from designated drop boxes.
  • Reviewed and recommended customer proposals to management.
  • Assisted the unsecured hardship team with sensitive enquiries and coverage.
  • Led and facilitated weekly team check-in meetings.
  • Ensured compliance with document requests under NCCP regulations.
  • Managed and reviewed Ways Forward Debt Solutions (WFDS) enquiries and proposals in collaboration with management.
  • Supported management in handling complex complaints, AFCA, and Customer Advocate cases.
  • Liaised with stakeholders regarding potential account recalls and assessments.
  • Provided a one-stop-shop support model for financial counsellor enquiries.
  • Built rapport with internal and external stakeholders (e.g. Statutory Compliance, AFCA, Customer Advocate, IDR, EDR, and branch managers).
  • Updated contact strategies in alignment with the DCG (Debt Collection Guidelines).

Customer Connect Senior Associate

ANZ
03.2017 - 10.2017
  • Provide operators feedback and ensure improvements made
  • Efficiently handle escalations
  • Ability to run team in Team Leaders absence
  • Ensure work is allocated to staff
  • Setting up the daily plan before staff shifts starts
  • Assisting and maintain Seniors drop box (escalations, feedback, referrals)
  • Sending productivity and GOS updates on a daily basis
  • Provide support to staff’s enquiries and ensure availability
  • Achievements
  • Created an access recruitment cheat sheet guide.
  • Increased team morale.
  • Upskilling and trained multiple staff for the financial counsellor enquiries team
  • Managed Natural Disaster register and re-aging
  • Improved productivity and managed the financial counsellor enquiries team
  • Awarded Monthly KUDOS & nominee for the month of June, August and December 2018

Customer Connect Associate

ANZ
12.2011 - 03.2017
  • Assessed hardship applications for credit cards, personal loans, and transaction accounts due to over-commitment, medical issues, unemployment, or reduced income.
  • Delivered appropriate solutions for complex accounts, balancing customer needs with ANZ’s business requirements.
  • Case managed sensitive accounts to ensure positive outcomes for both customers and the bank.
  • Completed leadership-assigned tasks, including call-backs, case management, and inter-departmental support on processes and procedures.
  • Handled mail merge administration: issuing letters/emails, managing return mail, faxing, and supporting leadership/operator requests.
  • Supported the Financial Counsellor Liaison Team with payment negotiations, settlements, and coordination with Credit Control.
  • Assisted with non-routine accounts, ensuring correct agent handling and liaising with the Agent Management team.

Collections Associate

ANZ
05.2010 - 12.2011
  • Making Outbound calls to customers for early day credit card collections
  • Negotiating payment arrangements with customers.
  • Providing options to customer who are experiencing financial difficulty
  • Training of new staff.
  • Attending to team members enquires.
  • Sharing information across the team to gain a better knowledge or various products.
  • Achievements
  • Proficiently cross skilled in Inbound, Non Core skips, Personal Loans, Unsecured Customer Connect and Commercial cards.
  • June 2011 – Received an award of recognition of my achievements and striving for out performance.
  • Being chosen to be an SME within the team
  • Assisting Facilitating for 2 weeks training new recruits
  • Given the opportunity to work within Unsecured Customer Connect to assist with the volumes associated with the recent natural disasters.

Education

Diploma - Business

ANZ
01.2013

Certificate IV - Customer Service

ANZ
01.2011

Certificate III - Customer Contact

Holmesglen Institute of TAFE
01.2009

Certificate II - Retail Operations

TabCorp
01.2007

Certificate II - Business Administration

Sunshine College
01.2003

VCE - undefined

Sunshine College
01.2003

Skills

  • Team collaboration skills
  • Effective verbal and written communication
  • Excellent coaching skills
  • Effective problem resolution
  • Attention to detail
  • Eager to learn

Accomplishments

  • Received multiple customer compliments throughout 2024–2025.
  • Received KUDOS nomination from a customer feedback AUG 2025
  • Received KUDOS nomination from peers JUL 2025
  • Received the ICARE award in February 2016.
  • Stepped up as a Senior Officer in Customer Connect for a 4-week period.
  • Developed letter templates for the Financial Enquiries team.
  • Supported non-routine and complex workflow tasks.
  • Trained and coached both existing team members and new starters.
  • Delivered regular feedback and distributed refresher packs fortnightly or monthly.
  • Recognized as a Subject Matter Expert (SME) within the team.
  • Participated in the Customer Experience Team to contribute ideas for reducing complaints and provided monthly performance graphs to management.
  • Chosen as an SME representative to help develop training materials for a business-critical role in Customer Connect.

Interests

  • Enjoy Playing Volleyball & Sports
  • Outdoor activities
  • Socialising with friends
  • Volunteering time to charity

Timeline

ANZ Specialist Customer Connect

ANZ
05.2021 - Current

Senior Commercial Account Manager

ANZ
05.2019 - 02.2021

Financial Counsellor Enquires

ANZ
10.2017 - 05.2019

Customer Connect Senior Associate

ANZ
03.2017 - 10.2017

Customer Connect Associate

ANZ
12.2011 - 03.2017

Collections Associate

ANZ
05.2010 - 12.2011

Certificate III - Customer Contact

Holmesglen Institute of TAFE

Certificate II - Retail Operations

TabCorp

Certificate II - Business Administration

Sunshine College

VCE - undefined

Sunshine College

Diploma - Business

ANZ

Certificate IV - Customer Service

ANZ

Hobbies and Interests

Enjoy Playing Volleyball & Sports, Outdoor activities, Socialising with friends, Volunteering time to charity

Volunteering

  • Volunteering at Vinnies 2024-2025
  • Volunteering at Cancer Council Victoria 2015-2016
  • Donating blood at Red Cross 2007-2014
  • Volunteering at aged care facilities 2004 - 2005
  • Volunteer for clean up Australia Day 2002 - 2006
  • Collector Red Cross Appeal 1999 - 2003
  • Cemetery Service Project – Assisted in clean up at Heidelberg Cemetery

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Agnes Pule