Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Jennifer Unsworth

Beverly Hills ,NSW

Overview

3
3
years of professional experience

Work History

Collections Officer & Hardship Analyst

NAB
Parramatta, NSW
06.2021 - Current
  • Project Rainbow: Collaborated with subject matter experts (SMEs) across all teams as SME for mortgage collections. Project Rainbow was a global platform system launched in Australia after 18 months of testing. Was also SME on previous system upgrade to Advanced Lending systems in 2006.
  • Project Phoenix: Assisted substantially in rewriting the Policies and Procedures fo Mortgage Collections-this involved untangling one large Policy and separating it into logical individual Policies including, naming, and fleshing out the procedures by identifying & capturing each each step in all processed used by the team.
  • Deceased Correspondence. Citi's current process regarding deceased account holder/s' correspondence does not cater for tailored replies to solicitors, executors or Next of Kin. These are referred to mortgage collections and actioned by me. .
  • Team Support: Anything learned by me is shared with the team at the time of learning & saved in a :How to" folder for easy reference. for example, how to switch off Late Payment fees, filter transactions to resolve issues.
  • Zirco: Ordering security packets and files from Zirco for legal action including maintaining a tracking register
  • Veda: Ordering title searches for confirmation security is still held, locating details for customer security no longer visible in the system.
  • Customer Service: I am always looking for creative solutions to customer problems- recent examples 1. during the holiday season, a customer needed urgent access to funds to funds from a blocked account which failed to meet the unblocking criteria. Time was of the essence as the funds were to repatriate a deceased from Greece. Knowing that assistance for deceased customers includes allowance of funeral expenses, we were able to release the funds on the day required. 2. 1 Feb 24 an account was referred to me to remove a block placed on it account pending discharge. The customer needed urgent access to funds to pay bills and is not ready to discharge the account. The account is in credit with the the customer's own funds. I have arranged for the line amount to be reduced to zero so the block can be removed without any risk to the bank.

Education

Bachelor of Law - Law

UTS
Sydney, NSW
01-1989

Skills

  • Project Planning
  • Active Listening
  • Conflict Resolution

Affiliations

  • Music lover-if you trigger a lyric I'll sing you a line from a song
  • Avid reader of most genres from murder mysteries to neuroplasticity & resilience - when it comes to sport, I'd rather read a book
  • Enjoys cooking, knitting and crochet

Accomplishments

  • Winner of Citi's Credit Elite Award 2006, 2007, 2008

Timeline

Collections Officer & Hardship Analyst

NAB
06.2021 - Current

Bachelor of Law - Law

UTS

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Jennifer Unsworth