Summary
Overview
Work History
Skills
Timeline
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Biko Goma

Melbourne,Victoria

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Home Loan Consultant

Commonwealth Bank
01.2023 - Current
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
  • Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action
  • Monitored pipelines to track and log status of loans
  • Explained very technical financial information to applicants in easy to understand language
  • Proactively identified solutions for customers experiencing credit issues
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Compiled closing packages for drafting and presentation accuracy
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
  • Worked with SLA and dynamic timeframes

CREDIT CARD FRAUD ANALYST

Commonwealth Bank
06.2022 - Current
  • Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties
  • Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes
  • Identified assets of suspects in order to freeze and seize assets
  • Conducted interviews with suspects and filed reports of findings
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Recognized control failures in bank processes, procedures and customer decisions and categorized losses
  • Analyzed large amounts of data to find patterns of fraud and anomalies
  • Contacted customers directly to notify of fraudulent activity and minimize impacts
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Clear articulation of due diligence findings and escalating cases as appropriate for further investigation.
  • Demonstrated experience in a similar role in a Financial Crime team, preferably within AML/CTF transaction monitoring, screening and/or reporting
  • Excellent written and verbal communication skills in English
  • Strong collaboration skills.
  • Ability to work quickly and independently with attention to detail while managing highly confidential, sensitive client data.
  • High attention to detail, problem-solving mindset, and strong analytical skills
  • Knowledge of the AML/CTF Act and/or Rules, including AML typologies, customer screening requirements,
  • Managing and clearing alerts generated in the Transaction Monitoring (TM) System, within designated SLAs, KPIs and quality targets set for your tasked work.
  • Escalating any potential suspicious matters to Financial Crime Operations teams.
  • Ensuring strict adherence to the Standard Operating Procedure for investigations.

Customer Service Agent

Commonwealth Bank
12.2020 - Current
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Offered new customers training to reduce frustration and improve customer satisfaction
  • Created help desk tickets, troubleshot and resolved desktop issues
  • Developed and tested new product offerings prior to release to assist development team in bug identification
  • Provided Tier 1 IT support to non-technical internal users through desk side support services
  • Maintained friendly and professional customer interactions
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Devised solutions to operations issues related to Netbank and online banking, working closely via phone, email, live chat and web teleconference
  • Recommended products to customers, thoroughly explaining details
  • Delivered prompt service to prioritize customer needs
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
  • Resolved associate, tool and service delivery issues revealed by statistical reports
  • Generated reporting to aid leadership with information to determine future credit card goals
  • Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information
  • Maintained product details and protocols to comply with contracts and disclosures
  • Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing
  • Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity
  • Completed and processed write-off and close-out packages to ascertain accuracy of entries and credits
  • Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment

Sales Assistant Team Member

Ikea
01.2020 - 12.2020
  • Boosted team profits with efficient time and resource management focused on meeting and exceeding sales targets
  • Used consultative sales approach to understand customer needs and recommend relevant offerings
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
  • Assisted customers with prompt and polite support in-person and via telephone
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
  • Drove team revenue totals by bringing in sales
  • Trained new employees on customer service, money handling and organizing strategies.

Retail Assistant/Customer Service Assistant

Aldi
02.2019 - 01.2020
  • Utilised expertise in visual merchandising to create eye-catching window displays to encourage increased footfall
  • Continually replenished stock in line with sales records for well-maintained displays and customer ease
  • Provided an outstanding in-store experience through positive and attentive customer service
  • Maintained currency on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention
  • Addressed customer inquiries and concerns to facilitate decision-making and minimise anxiety or hesitation
  • Developed new process for employee evaluation which resulted in marked performance improvements.

Customer Service Representative

Crown Casino
02.2017 - 01.2020
  • Used consultative sales approach to understand customer needs and recommend relevant offerings
  • Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior
  • Listened to customer needs and desires to identify and recommend optimal products
  • Stocked merchandise each [Timeframe], clearly labeling items, arranging according to size or color and preparing attractive displays
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
  • Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations
  • Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Responded to customer requests for products, services and company information
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Provided primary customer support to internal and external customers in fast-paced environment.

Retail Sales Associate

01.2016 - 01.2017
  • Balanced and organized cash register by handling cash, counting change and storing coupons
  • Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs
  • Maintained presentable customer areas with diligent cleaning and proactive recovery management
  • Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions
  • Mentored new team members on POS system operation, customer service strategies and sales goals
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
  • Answered questions about store policies and concerns to support positive customer experiences
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
  • Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention
  • Used consultative sales approach to understand customer needs and recommend relevant offerings
  • Completed setup, breakdown and product preparation for promotional displays and in-store demonstrations.

Skills

  • Consumer banking specialist
  • POS systems expert
  • Account management
  • Sales expertise
  • International sales support
  • Professional telephone demeanour
  • Experience in commercial lending
  • Strategic sales knowledge
  • Service standard compliance
  • Training development aptitude
  • Digital banking solutions
  • Experience in facilitating conversations with customers to help understand their needs, managing a pipeline of opportunities to ensure we meet customers' expectations and in facilitating proactive customer contact
  • Manage customer feedback
  • Providing personal banking products
  • Order fulfillment
  • Brand ambassador for commbank
  • Sound financial analysis skills and commercial acumen
  • Passion for Small Business customers or experience in or managing a Small Business
  • Excellent customer engagement skills (both face to face and non-face to face)
  • Community Reinvestment Act
  • Customer Proposals
  • Closing Processes
  • Loan Origination
  • Real Estate Loans
  • Customer Transactions
  • Financial Advisement
  • Customer Satisfaction
  • Customer Inquiries
  • Service Quality
  • Mortgage Refinancing
  • Anti Money Laundering (AML)
  • Payment Schedules

Timeline

Home Loan Consultant

Commonwealth Bank
01.2023 - Current

CREDIT CARD FRAUD ANALYST

Commonwealth Bank
06.2022 - Current

Customer Service Agent

Commonwealth Bank
12.2020 - Current

Sales Assistant Team Member

Ikea
01.2020 - 12.2020

Retail Assistant/Customer Service Assistant

Aldi
02.2019 - 01.2020

Customer Service Representative

Crown Casino
02.2017 - 01.2020

Retail Sales Associate

01.2016 - 01.2017

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Biko Goma