Julian Fiori

The Extra Care team is responsible for ensuring that customers experiencing the most vulnerable or sensitive of circumstances are managed affectively by mitigating potential risks that could adversely affect the Bank's reputation and customer relationship.

In this role I work directly with internal business units including Community and Customer Well-being teams, Media, EAP, GCR, Home Buying, R&V, C&H teams just to name a few all with the aim of brand protection and providing customers with solutions that enable long-term financial stability.

Using my expert level of collections knowledge, CBA product knowledge, and customer service skills, I conduct regular reviews of the sensitive population and provide insights to themes, trends, and propose appropriate actions to offer fair and reasonable financial outcomes.

Some of my key attributes in this role include:

• Being extremely open and proactively contributing to change
• Excellent problem-solving skills and the ability to investigate issues thoroughly and provide appropriate solutions
• Strong communication skills both written and verbally
• Excellent stakeholder management skills

During my short time in this role, I have taken on a large portfolio of clients delivering a high percentage of approved solutions, and have also taken on additional tasks such as being an Out of Office support for my current Team Leader.

I have also been successful in taking an extremely sensitive matter and presenting it to a forum where i had a debt waived for a customer of $137k +.

• Manage highly vulnerable customers through difficult times both emotionally and financially
• Apply high level problem solving to tailor suitable solutions according to each unique customers situation
• Display high levels of both verbal and written communication
• Extremely adaptable and proactive in an ever changing environment
• Taking on multiple extra tasks such as running team meetings, completing manual work, and being selected to work on projects such as the Home Loan Recast project
• Display empathy and placing the customer and the groups values above all
• Discuss and implement hardship solutions in ways which are most suitable for each situation.

• Case management in regards to unsecured personal loans and credit cards
• Ability to effectively utilise Cred agility
• Upholding the groups standards and guidelines
• Effectively communicating with various teams within FAS
• Simultaneous work on outbound and inbound lines.
• Assisted both the Direct Lending lines and Direct Banking Lines in a concierge role during peak times in 2022.

• Providing customer service to a wide range of customers
• Managing customers profiles and delegating suitable options for customers
• Adhering to company guidelines and also showing empathy where required in tough conversations
• Communicating effectively within the financial assist team
• Knowledge of consumer products and legal processes.

• Hospitality service across a range of public and private venues, including fine dining, private functions and bar work
• Applied use of effective communication and excellent problem-solving abilities to assist patrons with issues and queries
• Completed necessary incident logs in a timely manner for thorough company reference
• Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions
• Answered questions about store policies and concerns to support positive customer experiences
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
• Employee of the month for an organization which owns 3 different clubs

• Managing day-to-day operations
• Customer service and sales
• Overseeing staff, stock & repairs
• Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.