Anjali Jatav
National Australia Bank
23
years of professional experience
Dedicated and versatile Customer Service Representative, motivated to maintain customer satisfaction and contribute to the company's success. Proven ability to establish rapport with clients and exceed sales targets. Reliable and driven, with strong time management and prioritization abilities.
Work History
Settlement Booking Officer /Broker Response Centre
4 Years 3 Months- Taking inbound calls and some outbound calls for Settlement Booking Line (SBL)/ Broker Response Centre (BRC) from brokers, customers, Solicitors, OFI, Agents and other related stakeholders.
- Resolve a range of enquires at the initial first level contact and when necessary, escalate customer enquiries through to the higher-level escalation point.
- Delivering excellent customer experience by ensuring all information in the Bookings, Home Loans Applications value chain are up-to-date and accurate.
- Learn, understand and articulate industry terminology to our stakeholders.
- Convey accurate information and assist in the education of our customers, brokers & participants about our processes, Service Level Agreement dates and request enquiries.
- Support the Loan Review teams via replying through emails to various enquiries raised by brokers regarding customer accounts, loans interest rates, frequencies, term, products, etc.
- Actively identify opportunities to promote retention of our customers, and to ensure a seamless customer service experience with a resolution.
- Adhering to process, policies and procedures, while identifying potential risks and escalating matters to Case Managers, Credit Assessors, Business Bankers, Internal team & Team Leads.
Client Support Officer
2 Months- Prepared variety of different written communications, reports and documents.
- Effective liaison between disaster affected persons, providers and internal departments.
- Maintained filing systems for confidential client records & providers, resulting in improved accessibility and efficiency.
- Delivered prompt service to prioritize disaster affected persons needs during emergency.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Provided excellent client care by responding to requests, assisting with selection and handling booking functions.
Tax Preparer Assistant
5 Months- Delivered comprehensive tax documentation required for accurate individual and entity returns.
- Facilitated integration of modern tax software with client accounting software.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Completed and filed returns with tax departments at local, state and federal levels.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
- Provided information about available products and services to clients, resulting in increased business opportunities.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
Client Service Assistant
1 Month- Interview clients to get information on deductible expenses, allowances & taxable income. Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Prepare income tax returns for individuals & businesses in tax software according to government regulations and requirements.
- Use tax form instructions and tax tables to make a proper entries on the tax form and compute the amount of taxes an individual owes.
- Review various financial records like income statements, receipts of expenditures and previous tax returns to determine strategy for preparing current returns.
- Conducted reviews and verify forms to check errors or miscalculations.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Calculate proper fee to charge each client for tax preparation services based on the complexity of each form and the amount of time required for the work. Generate Invoice & collect payments.
- Facilitated communication between clients and tax authorities and provide assistance in providing correct up-to date tax legislation queries.
Client Relationship Officer
7 Years 1 Month- Interact with diverse customer base in person, online(webchat) and over the phone call.
- Answering customer telephone calls and providing effective support to resolve the query.
- Provide support to navigate on the website & application forms, to purchase legal documents & registering legal entities such as Trusts, ABN, Company, Self -Managed Super Fund etc.
- Updating & maintaining client information on Tax Agent ATO Portal.
- Ability to liaise with ATO & ASIC for complicated client queries and finding a solution.
- Communicate and assist clients with their purchases and payments. Handled internal and external correspondence.
- Manage high volume workload within the time frame.
- Maintaining confidential records and filing the database accurately and keeping it up-to-date.
- Active participation in research and development on projects along with the website developers, designers and Service Engine Optimizer(SEO) to make changes, develop new websites and optimize marketing.
Junior Assistant
7 Years 1 Month- Customer service, data entry and maintaining records and file database accurately.
- Preparing and lodging Tax Returns for clients including BAS.
- Ability to liaise with ATO & ASIC on behalf of clients.
- Handle customer inquiries, emails, billing and invoicing.
- Maintain accurately all confidential records, files and database.
Administrative Assistant/Receptionist
11 Months- Answer calls & respond to emails.
- Interview customers for tax returns for initial information.
- Gathering information and store data about individual & business clients to update ATO Portal.
- Process orders, forms and applications.
- Data Entry, filing and maintaining records.
- Maintain billing systems and process adjustments.
Customer Service Officer
7 Months- Assisted customers with their booking & payments.
- Customer service including answering queries, handling complaints and feedback.
- Liaise with different internal & external departments.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assisted call-in customers with questions and orders.
- Completed data entry to record call notes, suggestions and questions.
- Provided primary customer support to internal and external customers.
Manager
9 Years 9 Months- Coordinate day to day operations of busy retail outlet.
- Manage, train and induct staff.
- Initiate and develop team plans & goals to achieve targets.
- Resolve complex customer issues and needs.
- Authorise and approve payments to suppliers.
- Do regularly stock takes, report and forecast.
- Tracked receipts, employee hours and inventory movements.
Education
Skills
Self-motivated
quick-learner and result-oriented
Behave in honest
ethical & professional manner
Multi-tasking ability with meticulous attention to detail
Active listening skills with committed friendly Customer Service
Clear communication
interpretation and negotiation skills
Comprehensive and systematic approach
Resolve complex customer needs & demonstrate accountability
Display resilience and courage while being polite & positive
Timeline
Settlement Booking Officer /Broker Response Centre
National Australia Bank
06.2022 - CurrentRead More
Client Support Officer
Department Of Communities & Justice
04.2022 - 06.2022Read More
Tax Preparer Assistant
Ocean View Solution Pty Ltd
10.2021 - 03.2022Read More
Client Service Assistant
Tax Today Penrith
07.2021 - 08.2021Read More
Client Relationship Officer
Deed Dot Com Dot Au Pty Ltd
06.2013 - 07.2020Read More
Junior Assistant
Abichandani & Associates Pty Ltd.
06.2013 - 07.2020Read More
Administrative Assistant/Receptionist
Ross Accounting
06.2012 - 05.2013Read More
Customer Service Officer
Team Australian ( Call Centre)
10.2011 - 05.2012Read More
Manager
Yum International, KFC
11.2000 - 08.2010Read More
Certificate IV in Finance & Mortgage Broking- TAFE
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Doing Diploma of Accounting-TAFE
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Certificate IV in Accounting & Bookkeeping- TAFE
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Masters Business Admin &Accounting- Holmes College
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Bachelor of Commerce- Delhi University
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