Joanne MacBain
Wallsend,NSW
Summary
With over 24 years at Greater Bank, notably enhancing payment processing efficiency and security, I bring proven expertise in Microsoft Office and exceptional problem-solving skills. Recognized for developing innovative solutions and fostering teamwork, my career is marked by awards for leadership and service excellence. My work at Elections NSW further showcases my ability to manage and motivate teams for high-stakes projects.
Overview
15
15
years of professional experience
Work History
Payment Services Officer
Greater Bank
08.2016 - Current
- Achieved 24+ years of Service with Greater Bank, 8+ years in Payment Processing. Relieving Supervisor while team leader was sick or on holidays. Received Lead with Heart Lova award for Leading the Team.
- Created the online system payment processing use for daily work from home at the beginning of Covid, allowing all work to be completed and saved online and easily accessible by all payment processing staff. This created efficiency and unity among team members.
- Maintained strict compliance with industry regulations at all times, minimizing risk exposure for the organization.
- Contributed to the development of new payment products and services such as adding correct information to folio 410 for mistaken payments and creating a returned credit letter for customers who need proof of a return.
- Implemented encryption security measures of all documents sent by payment processing to external stakeholders to safeguard sensitive financial information, protecting both Greater Bank and its clients from potential fraud.
- Enhanced payment processing efficiency by streamlining procedures and implementing new software solutions.
- Assisted in the development of training materials for new Payment Service Officers, ensuring consistent understanding of company policies and procedures.
- Provided exceptional customer service by promptly addressing concerns and offering informed solutions to various payment-related issues. Received Own the Action award and Thank you recognition and Nomination for Employee of the Quatre.
- Served as a subject matter expert for DA on all procedures and requirements pertaining to payments services, ensuring ongoing compliance across all relevant functions within the organization.
- Established solid relationships with both internal and external stakeholders such as ASL. I monitored and followed up a duplicate payment issue for 7 months to make sure all payments were successfully recalled and returned to other Financial institutions with weekly updates to all stakeholders.
- Reduced errors by continuously monitoring payment balancing data for accuracy and also investigating and correcting errors for the daily balancing.
Election Manager
Elections NSW
01.2010 - Current
- Received a commendable Reference for Accuracy and management of 14 staff during an election.
- Managed and motivated employees to be productive and engaged in election work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Diploma of Tax - Tax
ITP
Newcastle01-2015
Bachelor of Commerce - Accounting
University of Newcastle
Newcastle, NSW01-2014
Skills
- Microsoft Office
- Dispute Resolution
- Direct Entry files and Balancing
- Transaction Processing
- Excel spreadsheets
- Organization skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Customer service and assistance
- Problem-solving abilities
Timeline
Payment Services Officer
Greater Bank
08.2016 - Current
Election Manager
Elections NSW
01.2010 - Current
Diploma of Tax - Tax
ITP
Bachelor of Commerce - Accounting
University of Newcastle
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