Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Aiveen Amos

Willagee,Australia

Summary

Compassionate Case Manager experienced in vulnerable environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.

My objective for the future is to build on the skill set necessary to enjoy a career that is not only conducive to my lifestyle but also challenging with room for personal growth and development.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Care – Senior Case Manager

Bankwest
05.2024 - Current
  • Comprehensive Investigation regarding Customer concerns in alignment with RG 271 regulations
  • Established and maintained relationships with key stakeholders.
  • Customer Service
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Acted as a liaison between clients and development
  • Accurate Data Entry, internal and external in alignment with regulatory reporting bodies
  • Continuous Improvement
  • People and Culture Engagement


Deceased Estates Support Specialist

Bankwest
02.2020 - 05.2024
  • Customer Service Officer / Case Manager
  • Collect and validate inbound legal and support documents
  • Know Your Customer/ Enhanced Due Diligence
  • Conflict Resolution, identifying complaints and managing feedback
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Accurate data Entry in alignment with Banking Code of Practice
  • Continuous Improvement
  • Liaising with Internal and External Stakeholders
  • Estate Account Opening
  • Standard Operating Procedure review and uplift
  • Branch Toolkit Series, Deceased Estates Specific
  • Colleague Training
  • Caretaking of Technical Support Officer/Process Expert Position
  • Quality Assurance
  • Peer review and Coaching

Private Client Associate (Secondment)

Bankwest
10.2022 - 06.2023
  • Support Private Client Managers and clients directly with tasks that make their banking easier.
  • Client support and education of new and existing products or facilities
  • Conflict resolution, identifying complaints and managing feedback
  • Analyse and review credit submissions and support documents prior to entry to ensure a comprehensive, risk focused decision is reached and a brilliant experience for the client.
  • Liaising with internal & external stakeholders to build the required rapport for personal and brand trust.
  • Continuous Improvement
  • Account opening and continual customer support
  • Enhanced client satisfaction by addressing inquiries and resolving issues in a timely manner.
  • Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.

Business Account Consultant

Bankwest
07.2017 - 01.2019
  • Customer Service
  • Delivered exceptional customer service by addressing concerns promptly and professionally.
  • Collect, validate & confirm information provided by customers directly or via Branch and digital Channels
  • Follow necessary Group regulations to remain compliant
  • Open Transactional /Savings Accounts
  • Accuracy
  • Tier 2 Accreditation
  • ECDD - Enhanced Due Diligence
  • KYC - Know your Customer
  • Dispute Resolution / Conflict Resolution

Teller One / Meet & Greet

Bankwest Claremont
07.2017 - 01.2019
  • Teller One / Customer Service
  • Cash Handling
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • ECDD - Enhanced Due Diligence
  • KYC - Know your Customer
  • Dispute Resolution / Conflict Resolution
  • General Administration

Customer Consultant

Bankwest Booragoon Hub
10.2016 - 07.2017
  • Customer Service / Teller
  • Established long-term relationships with clients, fostering trust and loyalty through attentive service and follow-up communications.
  • Cash Handling & Reconciliation
  • Sales (Transaction, Savings, Personal Loans, Credit Cards & Insurance)
  • Inbound Calls / Outbound calls
  • Maintaining and expanding customer portfolio
  • Tier 2 Accreditation

Skills

  • Client advocacy
  • Needs assessment
  • Problem-solving
  • Critical thinking
  • Active listening
  • Verbal and written communication
  • Decision-making
  • Case management tracking
  • Data entry and analysis
  • Client relationship management

Certification

  • FSRA Tier 2 Accredited
  • SOCAP Complaints Professional Certification

Timeline

Customer Care – Senior Case Manager

Bankwest
05.2024 - Current

Private Client Associate (Secondment)

Bankwest
10.2022 - 06.2023

Deceased Estates Support Specialist

Bankwest
02.2020 - 05.2024

Business Account Consultant

Bankwest
07.2017 - 01.2019

Teller One / Meet & Greet

Bankwest Claremont
07.2017 - 01.2019

Customer Consultant

Bankwest Booragoon Hub
10.2016 - 07.2017

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Aiveen Amos