Karen Young
Currambine,WA
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities while maintaining a superior level of risk awareness.
Broad experience includes office management, database management, vendor negotiations and contract management. Along with with a demonstrated history of working in the Financial Services Industry. Skilled in Customer Support, Banking, Agility, Communication and Facilitation. Accomplished Learning and Development /Trainer and Facilitator with a distinguished history of contributing to organizational growth through strategic recruitment and employee development.
Recognised for exemplary customer service and team collaboration.
Overview
11
11
years of professional experience
Work History
Learning & Development Trainer & Facilitator
Bankwest and Commonwealth Bank of Australia
Perth, WA
01.2022 - 11.2023
- Designed and developed training materials for new employees in the organisation.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Organised and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Assisted with the development of online learning modules for remote learners.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Documented all training activities including attendance records, feedback forms, surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Recommended changes or improvements in existing training processes as needed.
- Managed the technical setup for virtual classrooms, ensuring that all systems are functioning properly prior to class start time.
- Monitored participant's satisfaction levels throughout each program session by conducting polls or questionnaires.
- Resolved any issues raised by participants during the training session in a timely manner.
- Provided support for trainers in order to ensure successful delivery of courses.
- Assisted with troubleshooting technical problems related to online platforms used for delivering instruction.
- Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
- Ensured compliance with established safety standards when conducting hands-on demonstrations or simulations.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Evaluated outlines, texts and handouts prepared by other instructors.
Subject Matter Expert
Bankwest
Perth, WA
10.2017 - 12.2021
- Performed risk assessments on customers to ensure compliance with anti-money laundering regulations.
- Monitored customer accounts for suspicious activity, including large transfers or irregular patterns of behavior.
- Analysed financial statements and credit reports to determine creditworthiness of potential borrowers.
- Liaised between bank branches regarding best practices and operations.
- Issued loan applications and collected required documentation from borrowers for loan processing.
- Maintained updated knowledge of banking regulations and laws related to consumer protection and fraud prevention.
- Conducted regular audits of bank records to ensure compliance with internal policies.
- Tracked changes in banking regulations affecting lending practices or consumer protections.
- Maintained confidentiality of banking records and client information to avoid possible data breaches.
- Delivered software solutions consistent with product roadmap and meeting release plan milestones.
- Developed statistical models for risk assessment to other departments for investment plan evaluation.
- Performed special services for customers, ordering bank cards.
- Supervised and assisted 35 staff with policy queries.
- Wrote and maintained the Standard Operating Procedures for Bankwest Personal Lending.
Branch Financial Sales Consultant
Bankwest
Joondalup, WA
10.2014 - 04.2016
- Provided advice and guidance on banking products, investments and insurance policies to customers.
- Promoted new products and services to existing customers.
- Performed regular reviews of client accounts to ensure compliance with regulations and laws.
- Maintained detailed records of customer interactions, transactions and account information.
- Identified potential cross-selling opportunities by analysing customer needs and preferences.
- Analysed customer feedback to improve service delivery standards.
- Responded promptly to inquiries from customers regarding their accounts or services provided by the bank.
- Cultivated relationships with key stakeholders in order to maximise sales results.
- Processed cash and change orders for ATMs and customers.
- Took advantage of professional development opportunities to expand and update understanding of bank products and services.
- Advised customers on loan, investment and savings products.
- Set up accounts, services and contracts for customers.
- Performed special services like stop payments, transferred accounts and investigated complaints.
- Developed and maintained relationships with customers and assisted in generating sales opportunities.
- Discussed client financial options to keep customers informed regarding transactions.
- Ensured all documents related to customer transactions were accurate and up-to-date.
- Consistently met individual sales targets set by management.
Lead Bank Teller
Bankwest
Karrinyup, WA
07.2012 - 09.2014
- Assisted in training new tellers on bank processes and procedures.
- Provided guidance to other tellers when needed.
- Maintained customer records, including account information and transaction history.
- Balanced cash drawers daily and maintained accurate records of transactions.
- Processed deposits, withdrawals, transfers, loan payments, and check cashing transactions accurately and efficiently.
- Ensured compliance with all banking regulations and policies.
- Monitored ATM machines for any malfunctions or discrepancies.
- Input data accurately into the bank's computer system following established guidelines.
- Participated in weekly team meetings to discuss customer feedback and suggestions for improvement.
- Implemented security protocols within the branch such as safe deposit box access codes.
- Prepared reports detailing customer account activity for management review.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Assisted with offsite events such as job fairs or community outreach programs promoting banking services.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Completed monthly audits and managed overdraft reports.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Reduced errors by double checking transactions.
- Performed currency transaction reports for foreign currency.
- Balanced daily cash deposits and vault inventory with zero error rate.
Skills
- Risk Mitigation
- Fraud Assessment
- Interpersonal Communication
- Database Administration
- Administrative Support
- Calendar Management
- Financial Reporting
- Schedule Management
- Payroll and Budgeting
- Reporting Skills
- Job Skill Building
- Leadership Development
- Training Method Development
- Group Discussion Facilitation
- Orientation and Onboarding
- Virtual Learning Management
- Attention to Detail
- Quality Assurance
- Clear Communication
- Decision-Making
Affiliations
- Netball
- Cricket
- Gardening
- Travel
References
References available upon request.
Timeline
Learning & Development Trainer & Facilitator
Bankwest and Commonwealth Bank of Australia
01.2022 - 11.2023
Subject Matter Expert
Bankwest
10.2017 - 12.2021
Branch Financial Sales Consultant
Bankwest
10.2014 - 04.2016
Lead Bank Teller
Bankwest
07.2012 - 09.2014