Izabella Brokas

• Provide personalized customer support for financial inquiries, including payment arrangements and account assistance.

• Support customers facing financial hardship by assessing individual circumstances and offering tailored solutions.

• Handle high-volume inbound and outbound calls, maintaining empathy and professionalism to de-escalate tense situations. (Consistently high marked calls)

• Ensure compliance with financial regulations and company policies during all customer interactions. (Remaining within SLA and following BCOP)

• Utilize internal systems to track case progress, document customer communications, and ensure timely follow-ups.

• Taking management of own portfolio (average of 20+ requests at a time) ensuring timelines are met within SLA (service level agreement)
• Working closely with other departments to ensure best outcome for customer

• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions (customer centric approach).
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.
• Moved to internal back-end agents space dealing with repossession of secured consumer vehicles
• Liaising with mercantile agents and providing instructions to locate customer/asset and/or proceed with repossession of asset
• Daily account maintenance to ensure due diligence and that accounts are actioned and closed within 60 days
• Committed to meeting individual and team goals set out by the client (Westpac) consistently delivering.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
• Helped customers prepare documents required to complete transactions and process requests.
• Responded to customer concerns and questions on daily basis.
• Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
• Investigated and resolved account issues by offering applicable options to customers.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
• Effectively communicated with customers about account changes, new credit card products or services and potential upgrades.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues and completed required actions and further requests to maintain high standards of customer service.