Bianca Blows
Melbourne,VIC
Summary
Dynamic Customer Assistance Representative with a proven track record at Toyota, excelling in customer service and claims processing. Known for empathetic communication and effective negotiation skills, I consistently enhance customer satisfaction and resolve issues efficiently. Proficient in Salesforce, I leverage strong teamwork to drive positive outcomes in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Assistance Representative
Toyota (TMCA)
Melbourne, VIC
01.2025 - Current
- Resolved customer issues with patience and understanding.
- Participated in team meetings to discuss strategies for improving customer experience.
- Provided minimal technical support over the phone or via email, as needed.
- Maintained accurate records of customer interactions in Salesforce software.
- Followed up with customers after sharing cases with dealerships to ensure satisfaction.
- Listened to customer to ascertain need, make recommendations and explain policy and procedures relating to Warranty claims.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Liaised between customers and Part services within the dealerships to expedite orders and meet customer demands.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Claims and Recoveries Consultant
Suncorp Insurance
Melbourne, VIC
07.2024 - 12.2024
- Prepared reports summarizing claim activity for senior management review.
- Reviewed denied claims for errors or omissions before finalizing decision notices.
- Investigated suspicious or fraudulent claims and reported findings to management.
- Collaborated with team members to identify trends in customer issues and develop solutions accordingly.
- Inspected property damage for assessment of repair costs.
- Negotiated settlements between claimants and insurers when necessary to resolve disputes quickly.
- Reviewed customer insurance claims to ensure accuracy and completeness of information.
- Calculated benefit payments based on policy terms, coverage limits, and applicable regulations.
- Participated in training sessions conducted by insurers on new products and services.
- Resolved customer complaints related to insurance claim processing.
- Assisted customers in filing new insurance claims and provided status updates on existing ones.
- Advised customers on how they can protect themselves from potential risks associated with their policies.
- Determined liability, compensability, and benefits due on each claim.
- Adjusted and claims under close supervision of more experienced claims team members.
- Supported efficient handling of complex claims and followed up on open, denied, or suspended claims to complete required line items.
- Monitored reports to identify claims issues and worked with adjusters to resolve problems.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Signed payment approvals accepted claims.
- Assisted new policyholders with processing claims.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
- Handled modification and updating of policies.
Mortgage Consultant
Dreamstreet Mortage
Melbourne, VIC
01.2024 - 07.2024
- Monitored progress throughout the entire loan process while keeping clients informed at all times.
- Analyzed financial data, credit reports and loan documents to determine eligibility for mortgage loans.
- Developed relationships with real estate agents, builders and other referral sources to increase business opportunities.
- Participated in weekly meetings with management team to discuss current trends, market conditions and strategies for growth and development of business activities.
- Answered customer inquiries regarding mortgage products, services and application status.
- Resolved any issues or discrepancies related to loan processing.
- Developed relationships with lenders to secure competitive interest rates for customers.
- Negotiated terms of mortgages with lenders on behalf of clients.
- Maintained client databases, updated records and tracked progress of applications.
- Conducted research on loan products and rates for prospective borrowers.
- Attended networking events to develop new contacts within the industry.
- Processed loan applications according to established procedures and guidelines.
- Reviewed contracts prior to closing to ensure all requirements are met.
- Advised clients on available loan programs that best suit their individual needs.
- Coordinated closings with title companies and attorneys to ensure timely completion of transactions.
- Assisted Mortgage Brokers in setting up appointments with potential clients.
- Educated customers about various types of mortgages available in the market.
- Compiled monthly reports detailing number of loans closed, pending applications and rejected requests.
- Submitted applications to credit analysts.
- Identified lending risks and implemented strategies to reduce loan defaults.
- Helped clients fill out loan applications and find ideal loan options.
- Facilitated workshops and seminars on mortgage products and financial literacy.
- Presented loan and repayment schedules to customers.
- Interviewed loan applicants to obtain personal and financial data and assist in completing applications.
- Filed and maintained loan records.
Home Loan Discharge Consultant
ME Bank (Members Equity)
Melbourne, VIC
10.2019 - 12.2023
- Interacting with clients to understand their needs and explain the discharge process, including any necessary documentation and timelines.
- Assisting clients in preparing the required documentation for the discharge of their home loan, which may include discharge authority forms and identification verification.
- Communicating with banks and lenders, both internal and external, to ensure that all necessary paperwork is completed, submitted, and processed in a timely manner.
- Addressing any issues or inquiries that arise during the discharge process, such as discrepancies in paperwork or delays from lenders.
- Keeping clients informed about the status of their discharge application, and following up with financial institutions to ensure progress.
- Ensuring that all processes adhere to legal and regulatory requirements related to home loan discharges.
- Maintain accurate records of client interactions, documentation submitted, and correspondence with lenders for future reference.
- Providing clients with information regarding their rights and responsibilities during the discharge process.
- Staying updated on changes in mortgage laws and regulations that may impact the discharge process.
Loan Administrator
ME Bank (Members Equity)
Melbourne, VIC
10.2018 - 10.2019
- Processed payments from customers and maintained accurate records of payment histories.
- Conducted research on customer's background information using credit-reporting agencies.
- Generated periodic reports summarizing the status of active loans within the portfolio.
- Interacted directly with lenders, brokers, investors, attorneys and other parties involved in transactions.
- Collaborated with other departments to resolve any discrepancies related to the loan process.
- Monitored loan files to ensure all necessary documentation is received in a timely manner.
- Assisted customers with questions regarding their loans or applications.
- Responded promptly to inquiries from customers or external parties relating to loans.
- Advised clients on strategies for managing debt obligations and improving their credit scores.
- Reviewed loan applications and documents for accuracy, completeness and compliance with lending regulations.
- Verified employment history, income sources, credit reports and collateral appraisals as needed.
- Resolved issues or disputes between borrowers or lenders in an efficient manner.
- Prepared loan packages for submission to underwriting staff for review.
- Evaluated and approved loan applications based on established criteria.
- Developed loan contracts and explained contract terms to clients.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Lending Consultant
ME Bank (Members Equity)
Melbourne, VIC
07.2018 - 10.2018
- Developed training materials related to home loan regulations and procedures.
- Resolved customer inquiries regarding loan status or payment history in a timely manner.
- Monitored progress of each loan from origination through funding process.
- Advised customers on the best type of home loan product that meets their needs and budget.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Assisted customers with completing online mortgage applications accurately and efficiently.
- Set up debt payment plans based on client credit, income and assets.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Approved or denied loan applications and explained reasoning behind decisions.
- Informed customers of loan application requirements and deadlines.
- Located and suggested loan packages that met client needs and priorities.
- Updated existing customer information as needed.
- Referred unresolved customer grievances to designated departments.
- Assisted customers with billing questions or payment issues.
- Entered new customer information into system database.
- Identified opportunities for process improvement based on feedback from customers.
- Answered incoming customer inquiries via telephone and email.
Customer Service Representative
Westpac Group (Aegis)
Melbourne, VIC
08.2015 - 07.2018
- Handling member maintenance inquiries, including assisting and processing transactions (deposits, withdrawals, and transfers).
- Outbound follow-up activity.
- Internet banking troubleshooting and change/update details (address, phone numbers, etc.).
- Contributing to the achievement of team and department targets.
- Providing education to customers about consumer everyday banking products and services, as well as solutions that provide benefits to the customers' financial situation.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Developed positive relationships with customers through friendly interactions.
- Tracked card orders from start to finish to ensure timely delivery of banking cards.
Education
Certificate - Cert 4 - Real Estate
Entry Education
Melbourne, VIC04-2022
BBA - Marketing Management
Auckland University of Technology (AUT)
Auckland, New Zealand 01-2014
Skills
- Customer service
- Salesforce
- Claims processing
- Technical support
- Record keeping
- Customer relationship management
- Assertiveness
- Escalation management
- Decision-making
- Call center experience
- Negotiation skills
- Customer follow-up
- Strong teamwork
- Microsoft Excel
- Empathy and patience
Timeline
Customer Assistance Representative
Toyota (TMCA)
01.2025 - Current
Claims and Recoveries Consultant
Suncorp Insurance
07.2024 - 12.2024
Mortgage Consultant
Dreamstreet Mortage
01.2024 - 07.2024
Home Loan Discharge Consultant
ME Bank (Members Equity)
10.2019 - 12.2023
Loan Administrator
ME Bank (Members Equity)
10.2018 - 10.2019
Lending Consultant
ME Bank (Members Equity)
07.2018 - 10.2018
Customer Service Representative
Westpac Group (Aegis)
08.2015 - 07.2018
Certificate - Cert 4 - Real Estate
Entry Education
BBA - Marketing Management
Auckland University of Technology (AUT)
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