Amy Richmond
Regentville,Australia
Summary
Customer service is not something that can be taught, it is who you are..
Dedicated personal banker with over 17 years banking experience across various segments of the financial services industry.
As an Estate Care Consultant,I look forward to assisting our vulnerable and those in need of compassion and respect during this difficult time.
The taking of inbound calls in relation to deceased estates and delivering the Estate Service vision by showing a supportive and sensitive manner .
My attributes as a person and employee I believe will fit your requirements. I do have a warm , caring, communication and interpersonal skills with customers, peers and management teams.
I am able to build strong relationships, give personalised attention to all my customers whilst multi-tasking in a fast paced environment both face to face, online channels and over the phone.
Overview
18
18
years of professional experience
Work History
Virtual Everyday and Home Loans Banker
Westpac and RRB
12.2021 - Current
- Assisting Bank & Save - Home loan customers via our online chat channels and AOL (phone based) both inbound and out. Using the Own the moment guide.
- Identify opportunities and prequalify customers to best support their needs.
- Understanding of Policy and procedures across all home loan brands using support point and Credit policy.
- Generating leads across all brands to lenders.
- Adhering to our service level for both chat and inbound/outbound calls and these calls are monitored for training and compliance.
- Updating data, downloading of AOL and allocation of work for the day.
- Utilising Support point and Credit policy.
- Rectified volatile situations quickly through active listening and effective communication along with using th complaint process.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services and referring to the Should we tool.
- Prioritized and organized tasks to efficiently accomplish service goals
- Provided excellent service and attention to customers when face-to-face or through phone, email conversations and this is reflected by NPS score.
- Exceeded customer satisfaction by finding creative solutions to problems and this is reflected with NPS.
- Offered friendly and efficient service to customers, handled challenging situations with positive outcome and where this cannot be resolved the Complaints processed is used.
- Maintained high level of professionalism and discretion when dealing with customers.
Customer Service - Concierge
St George Bank -
01.2007 - 12.2021
- Enhanced customer satisfaction by addressing concerns promptly and providing exceptional service to have their needs met - while following Own the moment module.
- Ensured accurate documentation for estate settlements by reviewing files and records as per support point. Ensuring this was delivered to the relevant department for prompt time frame.
- Facilitated clear communication between all parties involved in the estate settlement process, promoting efficiency and reducing misunderstandings as they are vulnerable at this time.
- Built long lasting relationships with customers to expand customer base and retain business.
- Demonstrated product features to align with customer needs whilst building rapport to best understand their needs.
- Maximized efficiency and time management by effectively planning and organizing
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages through Mobile banking
- Consistently met audit and compliance by following he process and procedures and implementing training within our team.
- Utilized branch systems such as Hogan - OCC to manage client information, track leads, and monitor sales progress.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service to have their needs met.
Skills
- Excellent communication skills
- Call center experience - Inbound and Outbound
- Time management
- Friendly, positive attitude with all people I meet
- Reliable and trustworthy
- Active Listening
- Live chat support
- Complaint Handling
- Customer satisfaction measurement NPS
- Product Knowledge
- Building rapport
Timeline
Virtual Everyday and Home Loans Banker
Westpac and RRB
12.2021 - Current
Customer Service - Concierge
St George Bank -
01.2007 - 12.2021
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