Cathy Austin-Crowe
Kingsley,WA
Summary
Accomplished Senior Customer Service Specialist with a proven track record at BANKWEST, where I excelled in analyzing financial data and enhancing customer satisfaction through knowledgeable service. I am skilled in coaching, problem-solving, and maintaining strict confidentiality. Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets. Expertise includes reviewing and validating personal, employment, and financial histories for each applicant. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills.
Overview
38
38
years of professional experience
Work History
Senior Customer Service Specialist
BANKWEST
01.1987 - Current
- Analysis of business financial data and interpreted to Bankwest standards, ensuring highest quality assurance with process and policy adherence.
- Exceeded our customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in happy originators.
- Mentored and trained junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Handle sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Maintained comprehensive knowledge of company products and policies to provide accurate information and guidance to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Implemented and developed self-employed training processes.
- Previously Held a delegation when I was a Lender & Lending Manager in other roles and into the original role at Lending Assessment Unit (LAU).
- Relieved in a Credit Manager role when required previously at LAU.
Education
Certificate of Business Banking And Finance - Business
North Metropolitan TAFE
Perth, WA1991
Skills
- Analysing Business Financial Data
- Coaching and Mentoring
- Documentation Review
- Customer- Originator Education
- SOP Writing
- Previous Staff Training
- Quality Assurance
- Procedure writing
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Computer Skills
- Understanding Customer Needs
- Customer service excellence
- Active Listening
- Decision-Making
- Self Motivation
- Product Knowledge
- Continuous Improvement
- Professional telephone demeanour
- Customer Data Confidentiality
- Policies and Procedures Adherence
Timeline
Senior Customer Service Specialist
BANKWEST
01.1987 - Current
Certificate of Business Banking And Finance - Business
North Metropolitan TAFE
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