Cirena Buchler-Kramer
Sydney Inner-West
Summary
Capable applicant with solid background as Private Banking Associate. Provided exceptional support in client account management and administrative tasks, contributing to smooth operations and client satisfaction. Demonstrated strong analytical abilities and effective communication skills essential for client interactions and team collaboration.
Overview
14
14
years of professional experience
Work History
Customer Connections Associate - Private Banking
NAB
06.2022 - 01.2025
- Collaborated with specialists from various departments to provide comprehensive solutions for diverse client needs.
- Provided administrative support to senior bankers during complex deal negotiations or loan structuring processes.
- Served as a liaison between clients and internal teams, facilitating smooth transactions and prompt issue resolution.
- Contributed to the growth of assets under management by identifying potential prospects through research and networking activities.
- Built on existing client relationships by providing tailored banking, investment and business solutions.
Remediation Associate
NAB
05.2019 - 06.2022
- Management of CAR Inbox - clients, financial and legal professionals, internal and external stakeholders)
- Facilitation of systems training for managed service providers (KPMG & Deloitte)
- Servicing the clients impacted by the NAL Cost Base remediation event
- Ah Hoc tasks, ordering stationary for managed service providers and complex queries
- Supporting managed service providers with data requests for product and account info
- Systems and Process training on an ad hoc basis for new starters
- Creation and maintenance of training resources and QRGs for KPMG & Deloitte
- Maintaining knowledge of multiple wealth / super / banking products and systems to efficiently provide stakeholders with the information required for case assessment
- Improved request templates - simplified to reduce errors and confusion with managed service providers
- Works collaboratively with managed service providers to improve current process and efficiently close skilling gaps
- Works with other areas of the business to solve issues that arise from system changes and/or product updates to implement a feasible solution to obtain case assessment data
- Contributed to team culture of collaboration and proactivity by actively engaging with other team members and maintaining a welcoming presence while not compromising my own workload
Wealth Banker (Wealth Direct Services)
NAB
01.2016 - 05.2019
- Handling of inbound phone calls and live chat from clients, advisers, employers, and internal team members
- First call resolution of queries
- Maintain AHT at standard levels (>440 Seconds)
- Assist employers with the use of MLC's Clearing House (SuperEzy)
- Provide financial advisers with client and account information
- Assist advisers with commissions and SBR queries
- Coach other Wealth Bankers with complex client queries on the internal Tech Support Line
- Handling escalated phone interactions
- Efficient escalation of client complaints
- Participated in the Emerging QCA Program (Quality & Capability Associate)
- Facilitated upskill workshops for the Adviser Remuneration line
- Quarterly Award Winner Q1 2018 - Working in an SME capacity for Customer Journeys to implement the MLC Google Home voice assistant application
- Maintained an ongoing relationship with the Melbourne WDS team due to being part of the Sydney Live Chat Pilot team
Analyst (Wealth Platform Operations)
NAB
04.2018 - 11.2018
- User Acceptance Testing (UAT) for website (mlc.con.au)
- Raising website issues proactively
- Maintain internal and external user enquires via inbox and Jira channels
- Engage with engineers to explain requirement and scope of website fixes and improvements
- Indexing user enquiries
- Engage with users to ensure we get all information required to identify and replicate their issue
- Monitoring of SM2 tool functionality
- Stakeholder engagement
- Event Management
- Effectively communicating workarounds to end users
- Secondment role for 6 months - returned to WDS to gain further expertise on the Adviser Remuneration line
Personal Finance Representative
Credit Union Australia
11.2014 - 11.2015
Direct Sales Associate / Personal Finance Representative
GE Money
05.2011 - 11.2014
- Inbound sales and services interactions for new and existing personal finance applicants for both GE Money and the Aussie Home Loans white label
- Underwriting of personal finance (secured and unsecured)
- Engaging with external regulatory bodies, law enforcement, employers, and other lenders for the purpose of information verification
- Participation in pilot programs to test feasibility of proposed changes with an aim to succeed and implement successfully
- Sale of General Insurance - Home and contents insurance, motor vehicle insurance, travel insurance and LPI (loan protection insurance)
- Top performer in the business in 2013 in sales volume
- OSCA (customer service) award winner in 2012
- Actively participated in charity fundraisers for the RSPCA, Cerebral Palsy Alliance
Education
Financial Advice
Kaplan
Online06-2022
Skills
- Learning Facilitation
- Stakeholder Engagement and Collaboration
- Client Relationship Building
- Written and Verbal Communication Skills
- Verbal Communication Skills
- Credit Analysis
- MS Excel
- Tier 2 RG146 Accreditation
Accomplishments
- 2018, Q1 Quarterly Award - NAB (MLC)
- 2018, Selected for Emerging QCA Programme (NAB/MLC)
- 2017, Selected as SME for the Google Home voice assistant project (NAB/MLC)
Personal Information
Date of Birth: 08/08/92
Hobbies and Interests
- Photography
- Trivia
- Collaborative gaming
- Drawing
- Hosting social events and dinners
- Attending live shows (music, comedy, art)
- General interest in participating in new experiences
Values
- Empathy
- Integrity
- Honesty
- Flexibility
- Openness to new ideas and concepts
- Inclusive communication
- Follow through on commitments
- Adaptability in the face of change
Timeline
Customer Connections Associate - Private Banking
NAB
06.2022 - 01.2025
Remediation Associate
NAB
05.2019 - 06.2022
Analyst (Wealth Platform Operations)
NAB
04.2018 - 11.2018
Wealth Banker (Wealth Direct Services)
NAB
01.2016 - 05.2019
Personal Finance Representative
Credit Union Australia
11.2014 - 11.2015
Direct Sales Associate / Personal Finance Representative
GE Money
05.2011 - 11.2014
Financial Advice
Kaplan
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