Dunya Khalighi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
- General file management duties
- Booking in discharge property settlements
- Checking that documents are within compliance guidelines
- Dealing with administrative duties within the discharges process
- Making sure all documents are within compliance guidelines
- Communicating via phone to key stakeholders
- Following up with NAB brokers or third-party regarding discharge issues.
Customer Service Representative
Unisuper
01.2022 - Current
- Deliver exceptional customer service by answering member enquiries via phone and email
- This will be expanded to include chat and outbound channels when you move over to UniSuper
- Adhere to member service standards whilst building rapport with members
- Manage escalated issues and always ensure member satisfaction
- Use online systems to access data to answer member enquiries within service times
- Process over the phone transactions.
Financial Crime Analyst
Commonwealth Bank
01.2022 - 08.2022
- The level of ML/TF risk exposure presented by a customer and, where relevant, the Customer's beneficial owner/s; Whether the Group needs to collect, clarify, update and/or verify KYC data and/or re-verify Existing KYC data in relation to the customer and the customer's beneficial owner/s; Whether the Group needs to source or reconfirm data on a customer, including source of Wealth, source of funds, purpose of the relationship or any other information pertinent to Addressing the heightened risk presented by the customer; Whether the Group will continue to provide designated services to a customer given the ML/TF risk; Whether more frequent or enhanced monitoring of the customer is required; Whether the expected pattern of transactions and behaviours of a customer is consistent with the customer's profile; Whether a potentially suspicious activity has arisen that will require notification to AUSTRAC and/or any other relevant government agency/ies; Whether the Customer has a Sanctions and / or Terrorism nexus; and Whether the Customer has any material negative news.
FAS Financial Assist Specialist
The Commonwealth Bank of Australia
- Identifying hardship triggers and providing outside the box solutions for vulnerable customers to help secure their long-term financial well-being
- Developed communication and negotiation skills to help reach mutually agreeable solutions
- Enhanced ability to deal with sensitive customers by displaying a high level of empathy
- Heightened knowledge of NCC legislations and hardship timelines
- Heightened knowledge of arrears and debt collection practices
- Handling customer complaints and escalations as a virtual support officer
- Understanding of the BCOP, Legal and Regulatory bodies
- Advanced record-keeping and handling of customer accounts.
FAS Early Customer Engagement Specialist
The Commonwealth Bank of Australia
01.2018 - 01.2021
- Managing high volume calls on inbound and outbound Dialler
- Assisting customers with their day to day financial wellbeing
- Specialising in home loans, personal loans and credit cards
- Educating and negotiating with customers into suitable payment arrangements.
Education
Bachelor of Education -
University of Western Sydney (UWS)
Diploma of Business Administration -
Australian Careers Business College
Skills
- Verbal Communication
- Analytical and Critical Thinking
- Conflict Resolution
- Quality Assurance
- Data Entry
- Microsoft Office
- Team building
- Organization and Time Management
- Customer Relations
Attributes
- Effective Communication Skills: Articulate communicator with appreciation for the different communication styles required when working with other team members or with customers.
- Honest and Reliable: Strong morals and ethics ensure honesty, reliability and ability to undertake tasks responsibly.
- Flexible: Understanding of need to remain flexible to support last-minute demands and changes. Comfortable in changing environments and situations, ensuring ability to remain flexible and adaptable at all times.
Availability
Full time Position, Part time, casual
References
Available on request
Timeline
Customer Service Representative
Unisuper
01.2022 - Current
Financial Crime Analyst
Commonwealth Bank
01.2022 - 08.2022
FAS Early Customer Engagement Specialist
The Commonwealth Bank of Australia
01.2018 - 01.2021
FAS Financial Assist Specialist
The Commonwealth Bank of Australia
Bachelor of Education -
University of Western Sydney (UWS)
Diploma of Business Administration -
Australian Careers Business College
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