Carla-Marie Ruakere

• responsible for effectively handling any merchant retention enquiries and to provide holistic advice to internal and external customers to convert the opportunities.
• responsible for providing accurate needs-based solutions, product recommendations, appropriate incentives for customers to remain with the JV, restructure of existing products if required, whilst maintaining profitable pricing structures.
• working closely with the other team members to uncover and refer any new sales opportunities.
• responsible for fulfilling these offers and ensuring product recommendation fulfillment is managed where required.

Escalation point for ALL business, commercial and institutional merchants. Directors, senior relationship managers, business banking managers and all internal stakeholders. TOLL tech services, PC Eftpos, Healthpoint, Medicare and Afterpay services.

Allocator of administration tasks:

TOLL fast track requests, Change of Ownerships, PEGA Closures

Healthpay/Medicare, Afterpay errors.

Logistics Management Telstra Conversions.

Telstra and Optus GPRS fault result logs.

Product Change - quality checker (QC)

Merchant Choice Routing activations and inquiries.

Merchant Choice Routing - Reports and quality checker (QC)

Supervisor of 7-10 weekend staff.

• 8 years’ experience troubleshooting, installing, configuring and maintaining all ANZ-WL Merchant Services products and software.
• Products include: Turbo 2,Turbo 2 3G, Mobile 2 (IWL25C/IWL250),Mobile Plus, Mobile Plus 3G,POS Turbo Plus, POS Turbo Plus 3G,Medi Turbo 2,Medi Mobile 2. All integrated technology devices and software. Online platforms – EPOS, Afterpay, Medicare, Healthpoint, EGATE and Cyber Source.
• Solid experience troubleshooting terminal communications – GPRS 3G/4G (Telstra and Optus), Dial-up, IP both WIFI and Ethernet, POS Gate, Simple interface and Dual SIM communications. Integrated PC Eftpos systems.
• Experience in all terminal and POS software releases since 2014.
• Efficient problem solving skills - to ensure merchants experience little impact with payment facilities (eg;terminals and online)
• Communication skills imperative to deliver complex information to a wide range of customers, internal and external stakeholders.
• Highly customer service orientated assisting merchants with software and hardware troubleshooting.
• Fraud prevention in advising merchant on in house processes to reduce potential fraud compromises with both card present and card not present transactions.