Jessie Moric

Key responsibilities

· Teller from 2018 to 2019

· Financial Hardship specialist 2019 to 2024

Achievements

· KPI’s consistently met

As a Financial Hardship Specialist my role required me to discuss customers Financial Wellbeing. I was required to assess customers applications for hardship and offer solutions to achieve positive financial outcomes. This was a phone-based role working from home.

Skills required included critical thinking, an empathetic nature and the ability to understand customer behaviours and needs. I was involved in a customer’s hardship process from first assessment to follow up conversations which may have also required ongoing or modified solutions based on conversation outcomes. There was also a level of complaint handling which required active listening

Reviews of customers past interactions with the bank was also required as part of the assessment of future needs.

As a FLA (Front Line Associate) I am responsible for delivering tailored solutions for my customers. My Role as an FLA requires me to assist customers with any enquiries they may have with their credit cards and store cards. I processed and approved Credit Card Applications.

I was also responsible for promoting products that may benefit and assist each customer which requires effective questioning and listening techniques.

Meeting monthly KPI targets was also a requirement which i consistently maintained and met.

Key Requirements:

• The First point of contact for both Staff and Parents.
• Maintain all office systems and running the administration of 3 Centre’s. • Meeting new Parents and their children and guiding them through the

enrolment process
• Daily fee management
• Updating Centre databases. Advising Staff and Parents of Industry and Center’s

changes including Government Policies.
• Liaising with third party association including Centrelink and industry Database

Management.
• Acceptance and recording of all payments into the Centre.
• Daily and Weekly balancing and reporting
• Debt Collection
• Ability to maintain professional yet caring relationships with staff, Parents and

especially children. Being able to adapt to the variety of working relationships

was key to the success of this role.
• The ability to problem solve and act quickly
• Maintain trust and professionalism when presented with sensitive information.

• Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Updated reports, managed accounts, and generated reports for company database.
• Enhanced overall office productivity through effective staff management and coordination of daily tasks.
• Key Requirements:
  • Exceptionally high standard of Customer Service Skills. • Attending top Customer queries
  • Rent Payments
  • Daily Banking
  • Updating and maintaining company website
  • Tenancy Agreements

Key Requirements

• Roles: Data Entry
• Reception and Office all round duties
• Customer Service
• Exceptional level of communication
• The ability to work with a diverse range of settings and the ability to adapt quickly into new environments

Key Requirements:

• Customer Queries
• Provide detailed information on courses
• Source new clients
• Marinating and assisting in course content\Manuals • Run and execute Marketing campaigns