Carolyn Phillips
Cameron Park,NSW
Summary
Detail-oriented team player with strong organisational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Sales and Service Representative
Xxxxx
- Work in the Call Centre taking enquiries from clients and branches in regard to credit cards and general banking matters
- · Identify other sales and marketing opportunities
- Possess extensive knowledge of different banking products and services
Senior Credit Analyst
AMP Property Finance
- Prepare loan submissions to the credit manager to request approval for a particular business loan. These loan submissions included an analysis of what the businesses core operations were
- Financial analysis of the businesses balance sheet and profit and loss statements
- Prepare regular mail-outs to potential new customers on the products and services offered
Business Service Manager
Westpac
- Developed and maintained courteous and effective working relationships.
- Commenced as part of Westpac Graduate Program providing assistance to the Business Banking Manager in the management of a portfolio of clients
- Financial analysis of the businesses balance sheet and profit and loss statements. This analysis was done using the financial ratio’s and comparisons over usually 2 or 3 years of historical data
NSW Trustee and Guardian
Ampersand International
06.2023 - Current
- Providing financial management services for individuals who are incapable of managing their own financial affairs due to age, disability, or other reasons
- Assisting individuals in preparing their wills and providing advice on estate planning matters
- Completing annual budget reviews
- Assisting clients with their banking needs by liaising with their banks, utility providers, real estates and more
- Managing the financial affairs and assets of deceased persons who have appointed the NSW Trustee and Guardian as their executor
Revenue NSW
Revenue NSW
05.2022 - 11.2022
- Developed strong communication and organisational skills through working on group projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Intervened in crisis situations to obtain support for clients and reduce escalation or recurrence risks.
- Working with the Disaster Relief Grant team assessing the applications for the grant
- Contacting applicants to obtain the appropriate documentation required to apply for the grant
- Answering phone enquiries on a daily basis from my portfolio of clients
TAFE
Rarekind People
12.2021 - 04.2022
- Managed multiple tasks and met time-sensitive deadlines.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Navigate the various systems that the TAFE uses, including CRM and EBS in order to complete administrative tasks
- Assist student enquiries with a multitude of requests
- Printing transcripts
Finance Administrator
Chase Edwards Finance
10.2020 - 10.2021
- Reviewed historical records, current operational data and forecasting information to identify and capitalise on system enhancement opportunities.
- Reconciled accounts and investigated variances.
- Prepare loan applications for submission to various lenders
- Negotiated loan terms to provide favourable outcomes for both customers and lenders.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Meet all regulatory and compliance requirements on all applications
- Processing of SMSF loan applications
NBN Complaints Manager
Telstra / DFP Recruitment
04.2017 - 09.2020
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Liaise with the appropriate Telstra department or NBN co to facilitate the connection of internet and/or phone services as quickly as possible
- Utilising more than 10 different systems in order to solve a complaint and the customers issues
- Managing a portfolio of between 40 to 60 complex cases
Team Leader
Service NSW / Smalls Recruitment
02.2016 - 01.2017
- Built strong relationships with customers through positive attitude and attentive response.
- Accepting payments for services or fees, if applicable
- Distributing and collecting forms and documentation required for various transactions
- Monitor reports to ensure all items are accounted for
- Stocktake on a weekly basis
- Update head office with staffing/roster needs
Customer Care
Hays Recruitment
11.2014 - 06.2015
- Monitored customer care goals and developed improvements.
- Provided excellent customer care by responding to inquiries and requests for information.
- Drive the shuttle bus around the centre when required
- Make announcements over the public announcement system
- Handle schedule for equipment hire i.e. prams and wheelchairs
- Incident reporting
Debt Collector
Energy Australia
05.2014 - 11.2014
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Mortgage Broker Assistant
Aussie Home Loans
10.2011 - 06.2013
- Explained different types of loans pertaining to client situations.
- Checked loan documents for accuracy prior to closing.
- Manage the processing of the loan application until settlement
- Arrange valuations and provide additional information as required
- Prepare and submit a loan application to the 16 lending institutions
- Organise team meetings with brokers and prepare agendas and minutes
Sales Representative
AAMI Insurance
04.2010 - 09.2011
- Reviewed customer needs and financial means to determine appropriate policy offerings.
- Prepare quotes for new motor vehicle policies, take payments from customers, and make amendments to existing policies
- Cross sell other AAMI products and provide information
- Data entry and record keeping
- Work in Call Centre and respond to customer enquiries
Relationship Banker, Business Banking Sector
Commonwealth Bank Of Australia
02.2005 - 11.2007
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Assist Business Banking Manager in the management of client’s portfolios
- Liaise with clients and gain an understanding of their business needs
- Actively pursue opportunities to assist clients to meet their financial needs and medium term goals
- Prepare documentation for release of security, including rearrangement of facilities
- Liaise with solicitors and other banks for settlements
Education
Diploma of Finance & Mortgage Broking
TAFE NSW Sydney Institute11.2016
Cert IV Finance & Mortgage Broking
TAFE NSW - SW Sydney Institute07.2016
Bachelor of Economics
University Of Newcastle12.1996
Skills
- Debt management
- Discrepancy investigations
- Transaction monitoring
- Credit analysis
- Collaborative Teamwork
- Conducting financial assessments
- Documentation Review
- Document analysis
- Client Account Management
- Regulatory Compliance
References
Crystal Carpriotti
NSW Trustee and Guardian
Team Leader
0412577061
Kevin Hardy
NSW Trustee and Guardian
Senior Client Service Officer
02 49035116
Rochelle Alexander
NSW Trustee and Guardian
Senior Client Service Officer
0467796004
Timeline
NSW Trustee and Guardian
Ampersand International
06.2023 - Current
Revenue NSW
Revenue NSW
05.2022 - 11.2022
TAFE
Rarekind People
12.2021 - 04.2022
Finance Administrator
Chase Edwards Finance
10.2020 - 10.2021
NBN Complaints Manager
Telstra / DFP Recruitment
04.2017 - 09.2020
Team Leader
Service NSW / Smalls Recruitment
02.2016 - 01.2017
Customer Care
Hays Recruitment
11.2014 - 06.2015
Debt Collector
Energy Australia
05.2014 - 11.2014
Mortgage Broker Assistant
Aussie Home Loans
10.2011 - 06.2013
Sales Representative
AAMI Insurance
04.2010 - 09.2011
Relationship Banker, Business Banking Sector
Commonwealth Bank Of Australia
02.2005 - 11.2007
Sales and Service Representative
Xxxxx
Senior Credit Analyst
AMP Property Finance
Business Service Manager
Westpac
Diploma of Finance & Mortgage Broking
Cert IV Finance & Mortgage Broking
Bachelor of Economics
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