Joanne Haley

• Work unsupervised.
• Be the first point of contact for customers who need assistance whilst they are travelling and are distressed and in high emotive situations.
• Achieve positive client outcomes by developing and implementing comprehensive case management plans.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Working to tight deadlines and priorities under pressure maintaining a high attention to detail.
• Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
• Developed and implemented comprehensive case management plans to address client needs and goals.
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Participated in regular professional development opportunities to stay current on best practices within the field of case management.
• Monitor ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Promote a customer centric culture within the team and set high standards of service.
• Provide coaching to current and new onboarded members of the Emergency Assistance team.
• Uphold WHS Policies & Procedures and remain compliant in accordance to Risk and Management Strategy and Compliance Management Framework.

• Achieved positive client outcomes by developing and implementing comprehensive case management plans.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Act as an advocate for ANZ clients when mediating complaints and providing fair and balanced resolutions.
• Related tasks flowing through from CSO to IDR Specialists Case Management teams (complaints) & (hardship) are still utilised within the IDR Specialist Hardship team.
• Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Strong planning and coordinating skills when prioritising work to meet RG271 deadlines.
• Upheld compliance standards throughout daily tasks, adhering to company policies regarding privacy protection and data security at all times.
• Communicating through the correct channels to gain the assistance, approvals and knowledge when required.

o This may be a CAD (Cash Available for Distribution approver’s), Manager, Financial Councillors, and Debt Management firms. I also must maintain good rapport when speaking with Solicitors and Lawyers when acting on behalf of ANZ.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Streamlined call handling processes for improved efficiency and reduced wait times.
• Collaborated with team members to maintain a positive work environment and deliver exceptional service.
• Utilized CRM software to accurately track customer interactions and document resolutions.
• Managed high call volumes while maintaining professionalism and empathy in challenging situations.
• Developed strong product knowledge to address customer concerns effectively and provide accurate information.
• Implemented feedback from quality assurance evaluations to continuously improve performance.
• Consistently achieved performance metrics, contributing to team success and overall company objectives.
• Participated in ongoing training programs to stay current with industry trends and best practices.
• Contributed ideas for process improvements during regular team meetings, leading to increased productivity among colleagues.
• Maintained thorough documentation of customer interactions, ensuring accurate records for future reference.
• Supported fellow associates as needed by sharing expertise on best practices for effective communication with customers.
• Upheld compliance standards throughout daily tasks, adhering to company policies regarding privacy protection and data security at all times.
• Worked with multiple screens and programs to resolve customer issues.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.

• Improved customer satisfaction by providing personalized banking solutions and exceptional service.

· Cash handling and balancing using a live Transactional Banking System.

· Face to face Customer Service.

· Receiving and responding to Personal and Business client’s enquiries and complaints received over the phone, email or other mediums

· Use of systems and equipment including Microsoft Excel, Word and in-house systems.

· Interview clients, uncovering needs and recommend final solutions.

· Referrals to Business partners including Financial Planners.

· Personal Loans and Mortgages

· Adhere to policies and procedures including the current Code of Practice.

· Follow O H & S Guides, identifying hazards and performing risk assessments.

· Complete Internal checklist weekly, monthly, quarterly, half yearly and yearly

· Adhering to and applying confidentiality

· Maintain a clean desk policy.

· Cross check and complete daily & monthly reports

· Complete and attend required training online and facilitator led training.

· Assist with training of new staff members.

· Adapt to new ways of working within an agile company.

· Work autonomously and within a team.

· Organising customer appointments using a booking system.

· Identify improvements to existing business processes and systems, assisting to develop acceptable solutions.

· Opening and closing the Branch.