BENJAMIN ROBERTSON
Heathmont
Summary
Demonstrable experience in customer service, coaching, risk and compliance management, complaints resolution and quality assurance. Keen eye for detail and excited by opportunities to drive change, process improvement and provide excellent customer service whilst maintaining focus on business and regulatory guidelines. Capable of working as an individual and a team player, I am highly flexible and enjoy overcoming challenges and difficult situations by understanding the 'how' and 'why' behind processes and outcomes.
Overview
7
7
years of professional experience
Work History
Client Care Quality Control Specialist
Macquarie Bank
03.2023 - 05.2024
- Actively support and provide guidance for case managers across all complaints relating to Home Loans, Credit Cards, Car Loans and Personal Banking products
- Detection and management of compliance breaches or incidents in addition to providing advice on preventative measures.
- Review all correspondence related to a complaint to ensure it is of professional quality and adheres to regulatory and procedural guidelines.
- Initiated process improvements that led to increased productivity and lowered pain points for our stakeholders and clients.
- Ensure complaints have been recorded and submitted appropriately and in line with the requirements listed by the Australian Securities and Investments Commission (ASIC).
- Maintain a working relationship across a broad range of stakeholders with individual and sometimes conflicting goals, embracing the ‘one team’ approach of the business.
- Contribute to reports and presentations which are shared with the Head of Client Care and CEO.
Coles Services - Cleaning & Trolley Collection
Coles Supermarkets
12.2022 - 03.2023
- Working through a checklist of cleaning tasks and fairly sharing tasks as a team.
- Using various equipment and cleaning products to sweep, mop, vacuum, scrub, and buff floors throughout the store, team rooms, toilets, and offices.
- Collecting trolleys from in and around the store and underground store car park.
- Provide all round support to the shop where required, utilizing downtime to alleviate pressure from other areas and promoting a collaborative approach.
Quality Analyst
ANZ Bank
07.2021 - 08.2022
- Review and assess both calls and cases actioned by complaints staff members.
- Ensure staff comply with ANZ Group Risk strategy, policies, processes and standards to minimize business risk exposure.
- Complying with various relevant regulatory requirements (RG271, BCOP, NCCP).
- Working alongside stakeholders at all levels to identify opportunities for improvement and make recommendations to improve the end-to-end customer experience.
- Create and present monthly presentations for calibration and feedback sessions to ensure consistent approach and understanding of our quality framework.
- Retrieve and analyze data from internal and external sources and transform it to be easily presentable and understood.
- Develop and assist in maintaining excel trackers for the monthly allocation of work, ensuring a fair work environment.
- Ensure cases escalated to the Australian Financial Complaints Authority (AFCA) were managed appropriately and that all business and compliance obligations were met in a timely fashion
- Maintain ‘relationship models’ with leaders across the complaints space, keeping an open stream of communication both ways and providing quality data to assist with coaching and development where required.
Resolution Desk Officer
ANZ Bank
07.2020 - 07.2021
- Assisting Contact Centre bankers, leaders and stakeholders via phone/e-mail/case management to resolve complex or escalated enquiries.
- Develop a broad network internally, ensuring we have multiple escalation points to promptly address customer concerns.
- Track all interactions to ensure contact volumes can be accurately measured, as well using this data when establishing coaching/development plans for frontline staff/leaders.
- Reviewed certified identification documents for clients without access to a branch in line with KYC and AML/CTF requirements.
- Continued development of a strong customer focus – although we didn’t assist customers directly, it is always a shared responsibility to deliver the best customer experience
- Providing coaching and detailed feedback to Contact Centre bankers to ensure they are up to date on process changes, policy and compliance
- Assisting with the implementation and embedding of product campaigns, such as decommissions, enhancements or changes
Customer Service Consultant - Credit Cards
ANZ Bank
05.2019 - 07.2020
- Assisting customers with complex card enquiries.
- Meeting and exceeding all customer experience, process adherence and KPI requirements.
- Aboriginal and Torres Strait Islander (ATSI) phone line trained.
- Facilitating and training of both hard and soft skills and product knowledge for new to bank consultants.
- Side by Side coaching to assist bankers in meeting their goals and KRAs.
- Acted as Point of Contact on the late shift when no team leaders were available; offering escalation support and assistance to bankers with difficult enquiries.
Liquor Clerk/Delivery Driver
IGA
03.2017 - 05.2019
- General customer service and cash handling, management of stock and shelves, cleaning and tidying.
- Packing and delivering grocery and liquor orders to individual and commercial customers, such as local football clubs, bars and restaurants
- Assisting with stocktake, ensuring all stock in the store/storage matches the inventory records.
Education
Certificate II - Electrotechnology
Swinburne University of Technology
09-2024
Postgraduate Certificate - User Experience And Design
RMIT University
Melbourne, VIC02-2026
Skills
- Proficient in business software such as Salesforce, Pega, Jira and Microsoft Office
- Time management and prioritization of tasks to drive efficient and productive workflow and results
- Technologically minded and enjoy exploring new systems, quick to adapt to new systems and technology
- Multiple perspectives on the customer journey with unique insights on how processes and regulations make an impact on both the customer and business
Timeline
Client Care Quality Control Specialist
Macquarie Bank
03.2023 - 05.2024
Coles Services - Cleaning & Trolley Collection
Coles Supermarkets
12.2022 - 03.2023
Quality Analyst
ANZ Bank
07.2021 - 08.2022
Resolution Desk Officer
ANZ Bank
07.2020 - 07.2021
Customer Service Consultant - Credit Cards
ANZ Bank
05.2019 - 07.2020
Liquor Clerk/Delivery Driver
IGA
03.2017 - 05.2019
Certificate II - Electrotechnology
Swinburne University of Technology
Postgraduate Certificate - User Experience And Design
RMIT University
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