Fiona Abaei
Mitcham,Whitehorse
Summary
To contribute as a vital member of a dynamic team dedicated to prioritizing the needs of both clients and bankers. Committed to enhancing the customer experience through continuous improvement initiatives, with a focus on identifying opportunities to optimize service delivery efficiency.
Overview
19
19
years of professional experience
Work History
Remediation Case Manager
ANZ
07.2023
- We are currently engaged in processing and finalizing the redraw remediation process for the accounts affected by the recent ANZ error
- Our team is dedicated to rectifying the situation and ensuring that our customers are properly assisted
- We are committed to identifying and addressing any past errors, and are focused on delivering fair, consistent, and timely remediation to our customers
- Moreover, we are actively working to implement measures that will help prevent similar errors from occurring in the future.
Post Approval Customer Care (PACC) Case Manager
ANZ
09.2021
- Processing of expediting urgent home loan settlements, managing the responsibilities typically handled by three distinct teams within the Customer Settlements department: PACC, Document Verifications, and Settlement Processing
- These tasks are being executed under significant time constraints, as we strive to align with the expected settlement dates requested by our customers.
Document verification officer
ANZ
09.2020 - 09.2021
- Processing and finalizing customer home loan applications with a keen focus on timeliness, aiming to provide them with an exceptional experience during this significant milestone in their lives.
Journey Expert
ANZ
10.2019 - 01.2020
- Enhancing the optimization of current end-to-end customer journeys, thereby elevating the overall customer experience
- This involves devising novel, innovative solutions, services, products, or propositions aimed at improving satisfaction and efficiency.
Accounts Payable Clerk
Blackheart & Sparrows Company
06.2018 - 09.2019
- Prepare and process documentation related to accounts payable and accounts receivable
- Reconcile invoices and facilitate timely payment processing
- Summarize expenditure and receipts to ensure accurate financial records
- Record cost variations and monitor contract price movements
- Generate reports detailing total costs, inventory adjustments, selling prices, and profits
- Initiate credit requests with suppliers to address discrepancies in supply
- Manage credits for ullaged stock and update the system accordingly
- Verify invoice details to ensure alignment with purchase orders
- Provide administrative support, including ad-hoc data entry duties.
Customer Service Cashier
Woolworths
07.2013 - 05.2018
Online Brokerage Service Manager
Saman Bank - Iran
04.2005 - 05.2012
Teller Manager
Saman Bank - Iran
04.2004 - 04.2005
Teller
Saman Bank - Iran
04.2002 - 04.2004
Academic Professional Development
- ANZ, NWOW Basics & Working in a Tribe, 2019
- ANZ, Capacity Planning Foundation Training Program, 2023
- RMIT University, Advanced Diploma of Accounting, 2019
- RMIT University, Diploma of Accounting, 2018
- Box Hill TAFE, Certificate IV of Accounting, 2017
- Allameh Tabatabai University, Bachelor of Clinical Psychology, 2004
Mobile Contact
0414 630 139
Summary Of Experience
Ten years of experience in accounting and finance roles within the banking industry, encompassing accounts payable, accounts receivable, reconciliation, and payroll, both domestically and internationally. Proficient in stakeholder management and collaboration, with a proven track record of fostering strong relationships. Strong interpersonal and communication skills. Excellent analytical and problem-solving abilities. Ability to manage multiple priorities and work under pressure. Knowledge of relevant laws, regulations, and industry standards. Attention to detail and accuracy in documentation and record-keeping. Skilled in change management, including the development of briefing packs, training programs, and effective communication strategies. Experienced in User Acceptance Testing and Test Plan development. Implemented effective procedures for document verification and settlement stages. Proficient in ANZ systems, including CAP, iKnow, Confluence, Microsoft Teams, PEXA, RLS, Integrity, ELF, RLM, WFT, WORKSPACE, CMOS, and MAUDE.
References
- Jessica Muscat, Team Manager, Australia Retail, jessica.muscat@anz.com, 0432 225 020
- Oscar Gonzalez, Team Manager, Australia Retail, Oscar.Gonzalez@anz.com, 0411 123 4021
- Darryl Reimer, Capability Expert, Australia Retail, Darryl.Reimer@anz.com, 0472 509 310
Timeline
Remediation Case Manager
ANZ
07.2023
Post Approval Customer Care (PACC) Case Manager
ANZ
09.2021
Document verification officer
ANZ
09.2020 - 09.2021
Journey Expert
ANZ
10.2019 - 01.2020
Accounts Payable Clerk
Blackheart & Sparrows Company
06.2018 - 09.2019
Customer Service Cashier
Woolworths
07.2013 - 05.2018
Online Brokerage Service Manager
Saman Bank - Iran
04.2005 - 05.2012
Teller Manager
Saman Bank - Iran
04.2004 - 04.2005
Teller
Saman Bank - Iran
04.2002 - 04.2004
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