Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

AP H I N Y A S A H A W A T

Summary

A dedicated team member of the Hicaps Fulfilment team at NAB, I possess a keen eye for detail analysis and a critical approach to problem-solving. With extensive experience in customer service and data processing, I bring a wealth of expertise to effectively tackle challenges and deliver exceptional results. My commitment to excellence and ability to thrive in fast-paced environments make me a valuable asset to any organization.

Overview

3
3
years of professional experience

Work History

TEAM MEMBER - HICAPS OPERATION / FULFILMENT

NAB
06.2023 - Current
  • Through multiples channels regularly updates clients details (eg: bank details, address, names) to ensure that all payments are being process through the right business.
  • Efficiently approves 50-120 application requests for clients.
  • Contributed to team success by completing jobs quickly and accurately.
  • Working hands in hands with our helpdesk team to ensure the best outcomes for our clients.

DATA OPERATION TEAM MEMBER

NAB
03.2023 - 07.2023
  • Record static information for new clients.
  • Establish credit limits.
  • Set up security measures.
  • Fulfill other reference data inquiries within the NAB Corporate and Institutional Banking data repository and transactional applications.
  • Contribute to change management endeavours and risk management initiatives.

ADVISOR - HOME LOAN

Commonwealth Bank
02.2023 - 04.2023
  • Developed long-lasting relationships with brokers to ensure consistent retention and loyalty.
  • Managed risk effectively by closely monitoring client portfolios and updating broker on a timely adjustments.
  • Track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.

HICAPS SALES SPECIALIST

NAB
07.2022 - 02.2023
  • Collect and analyze vital information to accurately diagnose customer needs, offering tailored solutions utilizing the HICAPS terminal.
  • Deliver exceptional customer service through proficient handling of inquiries via emails and calls, ensuring customer satisfaction.
  • Effectively manage a high volume of applications simultaneously, meticulously verifying application details and diligently following up to secure successful outcomes for all applications.
  • Collaborate with various departments (business banking, help desk support team, personal banking, and provider services team) to facilitate customer-centric solutions and optimize customer outcomes.

CUSTOMER SERVICE ADVISOR

NAB
07.2021 - 04.2022
  • Provided comprehensive assistance to clients, addressing their diverse banking requirements with expertise and professionalism.
  • Implemented stringent KYC (Know Your Customer) protocols during the process of opening bank accounts and issuing credit cards, ensuring compliance and safeguarding against fraud
  • Thrived in a dynamic, high-pressure team environment, skillfully handling 5060 inbound calls daily
  • Showcased exceptional problem-solving skills by delivering personalized solutions, consistently surpassing performance metrics in digital and self-service interactions
  • Seamlessly navigated multiple systems while managing phone conversations, ensuring accurate documentation of discussed information and provided solutions
  • Demonstrated extensive expertise in NAB products and services, providing comprehensive assistance to customers regarding internet banking, credit cards, and transaction account inquiries.

Education

Master of Computer Science -

Monash University

Bachelor of Commerce -

University of Royal Melbourne Institution of Technology
01.2021

Box Hill High School
01.2017

Skills

  • Microsoft Office
  • Proficient in EBOB, NABONE, MBIS, OPERATIONS, and QNZ
  • Highly proficient in Word, Excel, and Publisher

References

Available upon request

Timeline

TEAM MEMBER - HICAPS OPERATION / FULFILMENT

NAB
06.2023 - Current

DATA OPERATION TEAM MEMBER

NAB
03.2023 - 07.2023

ADVISOR - HOME LOAN

Commonwealth Bank
02.2023 - 04.2023

HICAPS SALES SPECIALIST

NAB
07.2022 - 02.2023

CUSTOMER SERVICE ADVISOR

NAB
07.2021 - 04.2022

Master of Computer Science -

Monash University

Bachelor of Commerce -

University of Royal Melbourne Institution of Technology

Box Hill High School

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