Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Languages
References
Timeline
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Emma Nansen

South Morang,Australia

Summary

Dynamic professional with a proven track record at Money3, excelling in customer support and detail-oriented analysis. Expertise in leading teams to surpass KPIs while building strong client relationships. Proficient in structured task management and flexible problem-solving, contributing to award-winning branch performance and increased team efficiency. Career aspirations include further leveraging leadership skills to drive operational excellence.

Overview

19
19
years of professional experience

Work History

Settlements Officer

Money3
Bundoora
01.2012 - Current
  • As a settlements officer I coordinate and ensure the compliant processing of settlement, managing documentation and ensuring timely completion of settlements
  • Attention to detail before releasing funds to clients
  • Ensuring all required documentation is received and signed
  • Strong customer service to be able to communicate with clients’ brokers and car dealers via phone and email in a clear and unambiguous manner
  • Ability to prioritise completing deadlines in a fast-paced environment to ensure KPI’s are met
  • Maintaining strong customer and broker relationships with great customer service
  • Assisting my manager with support when delegated extra duties
  • A team player willing to apply initiative in the work environment

Team Leader

Money3
Northcote and Coburg
01.2010 - 01.2012
  • As a Team Leader for two branches, I provided support to managers and employees
  • Overseeing loan and debt collection processes
  • Rising to new challenges
  • Coaching and mentoring team members to improve their skills and performance to achieve KPI’s
  • Conduct weekly reporting and monthly audits to enhance team performance and efficiency
  • Ensure the teams were delivering excellent customer service and meeting customer needs
  • Achieving daily, weekly and monthly KPI’s by taking the time to brainstorm with each team and identifying what was effective and what required to change
  • Developing team members and resolving conflict effectively
  • Leading by example and communicating clearly

Branch Manager

Money3
Reservoir
01.2008 - 01.2010
  • As a branch manager I was responsible for managing the branch, supervising staff, and ensuring the smooth operation of loan processing and good customer service by all staff members
  • Responsible for all overall performance and operations
  • Ensuring a high level of customer service and satisfaction, addressing customer inquiries and resolving issues
  • Ensuring that staff received adequate training and development opportunities to perform their roles effectively
  • Maintain a high-performing team by achieving daily, weekly and monthly KPI’s
  • Promoting strong teamwork and taking lead in developing positive work environment that allowed all team members to succeed
  • As a branch we won branch of the year award in 2010

Customer Service Officer

Money3
Northcote
01.2006 - 01.2008
  • As a customer service officer, I was the primary point of contact either face to face or via phone
  • Responsible for handling inquiries, collecting required documents and processing loan applications
  • Having unwavering customer focus and strong customer service
  • Counting and ensuring my till balanced before and after business hours
  • Effectively communicated with customers, resolving issues and maintaining a high level of satisfaction
  • Learnt how to work as a team to meet KPIs

Education

Tourism and hospitality -

Preston Tafe Campus
01.2006

High School -

Peter Lalor Secondary College
01.2004

Skills

  • Exceptional Customer Support
  • Detail-Oriented Analysis
  • Flexible Problem-Solving
  • Dedicated Work Ethic
  • Effective Time Management
  • Structured Task Management
  • Ethical Conduct in Professional Settings
  • Optimistic Outlook
  • Collaborative Team Member
  • Organized Multitasking Skills

Hobbies and Interests

  • Spending quality time with my children and family.
  • Making memories, watching my children play netball and rugby on the weekends.
  • Going to church on Sundays and catching up with church friends.
  • Travelling and having down time while watching movies.

References

Available upon request

Languages

samoan
Full Professional

References

References available upon request.

Timeline

Settlements Officer

Money3
01.2012 - Current

Team Leader

Money3
01.2010 - 01.2012

Branch Manager

Money3
01.2008 - 01.2010

Customer Service Officer

Money3
01.2006 - 01.2008

Tourism and hospitality -

Preston Tafe Campus

High School -

Peter Lalor Secondary College

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Emma Nansen