Brian Le

Journey Expert within the Customer Resolution & Remediation Portfolio. Specializing in Remediation Closure Activities and continuous improvement.

• Ensuring thorough closure of Remediation Projects in alignment with governance standards and ASIC obligations.
• Preparing and submitting yearly Unclaimed Monies Submissions to ASIC ensuring regulatory compliance
• Performing transactional analysis and reconciliation of Remediation Funding Accounts
• Providing support to a diverse range of Remediation Projects through manual data reviews
• Leveraging subject matter expertise (SME) to facilitate change management
• Identifying risks and providing appropriate recommendations/resolutions
• Creating new processes and uplifting existing processes as part of Continuous Improvement initiatives

Senior within the Remediation Customer Support Model to support; process changes, daily operations, complex customer scenarios and acting as a Subject Matter Expert for remediation related inquiries.

• Collaborating with the broader team at a senior level to efficiently execute day-to-day remediation tasks.
• Conducting comprehensive reviews of existing processes, with the objective of streamlining and simplifying operational procedures.
• Refining processes and effectively communicating updates to the wider team/provide training
• Serving as the primary point of contact for complex remediation scenarios, providing expert guidance and resolutions.
• Proactively identifying potential risks and acting upon them

Managing customer remediation inquiries within the Customer Resolution & Remediation Portfolio, as a member of the Customer Support Model Team focused on customer-centric solutions in collaboration with stakeholders.

• Working with stakeholders to deliver the right outcomes for the customer and the business
• Handling customer escalations and complex enquiries, delivering solutions in a timely manner
• Processing customer refunds through various channels.
• Stepping up to perform extra duties to support the team

A Test and Learn environment dedicated to piloting new initiatives to improve customer and banker experience. Working within an agile team to deliver innovative solutions and feedback by contacting customers through various campaigns.

Accountable for answering customer's inbound calls. Servicing customer enquiries whilst assessing their financial position to provide them with solutions tailored to their needs.

Working within a dedicated sales team to reach out to customers and provide them with financial products. Adapting to new sales initiatives, testing new campaigns, and providing an uplift of revenue within the business.