Charmaine Jones
Brisbane,QLD
Summary
Dynamic professional with a strong background in Customer Service, Finance, and Management, recognized for delivering exceptional results in diverse roles. Proven ability to collaborate effectively within teams while also excelling in independent tasks, ensuring alignment with business objectives. Demonstrated expertise in financial literacy presentations and task prioritization, contributing to the overall success of the finance team. Committed to continuous learning and resilience in tackling projects to drive positive outcomes.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Revenue Officer
Queensland Children's Hospital
09.2023 - Current
- Bed Billing – invoicing Health funds.
- Processing Health fund claims for patient accommodation.
- HBCIS -Hospital Based Customer Information System.
- IEMR.
- Follow up with Health funds for payments (Debt Collection).
- Providing excellent Customer service to families and respond to enquiries verbally or with written communication within the SLA.
- Investigating and resolving any irregularities or enquiries.
- Operating Cashiers payments (Outpatients and incoming payments).
- Accounts Receivable -Process incoming payments from Vendors, families, Departments, other HHS sites.
- S4HANNA – Bank accounts, receipting, raising tax invoice.
- MEDIRECORDS –Dr Invoice.
- QHEPS –QLD HEALTH INTRANET.
Accounts Receivable
St Thomas More College Sunnybank
11.2021 - 09.2023
- Providing excellent Customer service to families and respond to enquiries verbally or with written communication within the SLA.
- Investigating and resolving any irregularities or enquiries.
- Generating invoices and account statements.
- Utilizing the Schools financial systems to perform my Finance Role, D365, Eminerva, Office 365, Bpoint, QKR.
- Maintaining accounts receivable files and records.
- Monthly Bank Reconciliation, Bpoint, Bpay, QKR, Invest.
- Debt Collection – review accounts via Aged Balance report to assess balances and find solutions for families.
- Trial Balance.
- Aiding in general financial management and analysis.
Business Development Manager School Banking Specialist
09.2014 - 11.2021
- Marketing working group – back to school for this year, ensuring Key messages are correct and the relevant customer information is included.
- Career Expo for Indigenous Community – 300 students and parents, Lead the school communication to ensure the right roles and people.
- Financial support and leadership for the Indigenous Community – presenting financial wellbeing to students/teachers.
- Provided excellent customer service with first-rate experience and developed long-lasting relationships within Schools, Branches and Stakeholders.
- Evaluated, investigated, and corrected issues for key Stakeholders in Schools, Branch and Community business.
- Guide and support all team members, help with any emerging issues/trends, and work together within the team to ensure a proactive approach to our culture.
- Various stakeholders Management and Communication (Principals, parents).
- Working with Volunteers, engagement, and relationship (CES – scores of 94%).
- Running volunteer training sessions for 300 volunteers to build relationships which will offer networking opportunities and share best practice.
- Influencing and negotiating with Admin support staff.
- Culture Council – Culture Council members will be the collective voice of their team.
- Listening to the team and raising sensitive issues within the council to escalate to their manager/right person.
- Test and learn of the school banking coordinator checklist, this form was an integral part of reducing risk in our Schools.
- Facilitation of online and face to face training on our systems, processes, products, marketing and risk assessment with Branch staff, Volunteers, Team members, Schools, Teachers, and Principals.
- Working collaboratively to help with developing the School Banking Playbook operational guidelines, training materials and resources for all new School Banking Specialists.
- Lunchbox Chat – discuss my development (how I approach change and putting my goals into a development plan).
- Resolved customer inquiries to achieve a high standard of service.
- Resolved Principal, Volunteers, Branch problems and offered technical ability to answer questions and concerns.
- Risk Controls Self-Assessment.
- Future Risk.
- Business Enablement and Building a Positive Risk Culture.
Support Roles – during Covid
07.2021 - 09.2021
- Business Banking Triage team – helping the Business Banking team during Covid to provide support to business clients. Referring to specialist teams who assess loans.
- Group Customer Relations – supporting clients through feedback or complaints where bank errors, processing, or people where an incident has been raised.
- Group Customer Relations- Assessing whether the incident was a continuing issue or if it could be resolved on the spot.
- Following the First point procedure to resolving these within the minimum time.
Various Roles
Commonwealth Bank
01.2000 - 01.2021
- Over 21 Years - School Banking program finished.
- Facilitation, Presentation of Financial Wellbeing program.
- Personal Banker, Customer Service Specialist, Concierge.
- Acting Branch Manager, Customer Service Manager.
Branch Manager (acting)
01.2013 - 01.2014
- Provide Customer Service, Staff management, Coaching staff and training in products, onboarding of inexperienced staff.
- ECSA – understanding the risk register and when controls needed to be reviewed within the required time.
- Control of keys, combo holders filing of documents and sending off to Ives for record holding.
- Building a strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Risk and compliance in all aspects of the business.
- Increased efficiency and drove branch revenue by improving daily operations.
- Followed company policies and government regulations to minimize risk.
- Reviewing policy on products, Personal Loans and Credit cards and providing training for staff where needed.
Education
Cert IV Training and Assessment -
TAE40122
10.2021
Skills
- Organisational skills
- Debt collection
- Accounts receivable
- Cash handling
- Administrative support
- Time management
- Policy and procedure management
- File documentation
- Customer representation
- Team collaboration
- Microsoft Office Suite
- Adaptability
- Interpersonal communication
- Verbal communication
- Written communication
- Customer service
- Negotiation
- Conflict resolution
- Teamwork development
- Training presentation
- Professional development
- Confidentiality
- Privacy legislation compliance
- Workplace procedure adherence
- Fee assessments
- Case management skills
Certification
- CBA Operational Risk Excellence, AGSM UNSW, Brisbane, QLD, 08/01/21, 10/31/21, Operational risk management covering off on Risk Concepts and Framework., Taxonomy and Governance., Risk and Control in Business.
Relationship Management
- A dynamic person able to multitask, solve complex problems, is an effective communicator and has a keen sense of the organization’s culture and values.
- Proven record of accomplishment of achieving positive results in a team environment or autonomously.
Communication And Presentation
- Management, development and coordination of various administrative and operational reporting and presentations to Teachers, Principals, Stakeholders, Branch Managers, Area Managers and Stakeholders.
- Able to develop positive relationships with clients and colleagues at all organizational levels.
Accomplishments
- Girl Guide Leader (5 years) Volunteer - Empowering girls and young women.
- Archery Australia Level 1 Community Coach.
- Kayaking Boating Skills - Level 1.
- Netball (Coach) Volunteer.
References
References available upon request.
Timeline
Revenue Officer
Queensland Children's Hospital
09.2023 - Current
Accounts Receivable
St Thomas More College Sunnybank
11.2021 - 09.2023
Support Roles – during Covid
07.2021 - 09.2021
Business Development Manager School Banking Specialist
09.2014 - 11.2021
Branch Manager (acting)
01.2013 - 01.2014
Various Roles
Commonwealth Bank
01.2000 - 01.2021
Cert IV Training and Assessment -
TAE40122
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