Alexandra Hunter

I started off in an admin role involving processing/answering of the phones/ delegating client enquiries whilst obtaining my Tier 1 which gave me the ability to give advice.

I then became part of the Renewals Team, handling up to 30 renewals a month at any one time involving inbound and outbound calls to clients and insurance companies, obtaining quotations, sending letters with important documentation to clients and explaining differences in coverages to clients. This role was about retention.

I am now art of a New Business Team, which involves inbound and outbound calls, and using customer service skills and knowledge of the industry to bring in new clients.

I have now been apart of the NSW team for 2 years and am currently in the process of obtaining my Diploma.

I obtained this role as soon as I left high-school. After weeks of in depth training learning complex systems and understanding the importance of customer verification, I was then able to assist hundreds of customers with their banking enquiries. I was the first point of call for all ING customers in Aus, which meant determining the customers needs, and delegating more complex calls to other appropriate teams when necessary. I also learnt risk management skills and learnt how to work in a fast paced environment, where there were deadlines, targets and STATS.

I obtained this job at the beginning of COVID whilst I was in my senior years of high school. I was trained up on the registers and on the self serve checkouts. We had ongoing training and development where we learned customer services skills, and to look out for warning signs when it came to a vulnerable customer. Other daily tasks included signing customers up to the rewards program, handling money, answering phone calls at the front desk and fixing the self serve machines when faulty.