JOSHUA SALEH
Roselands,NSW
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Relations Dispute Resolution Officer
Qudos Bank
Sydney, NSW
07.2024 - Current
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Coordinated with legal counsel to ensure organisational compliance.
- Facilitated stakeholder meetings to align on strategic initiatives.
- Facilitated communication between different departments throughout the organisation when dealing with complex issues.
- Compiled documents for dispute resolution hearings.
- Reviewed cases to determine appropriate action plans for resolving conflicts.
- Authored settlement agreement documents containing resolutions and obtained signatures from both parties to finalise agreements.
- Investigated customer complaints to identify root causes and develop corrective actions.
- Coordinated with external stakeholders such as suppliers or third parties to resolve complaints where necessary.
- Drafted responses to customers regarding their complaints and maintained effective communication with them.
Escalated Complaints Specialist
Commonwealth Bank
Sydney, NSW
04.2021 - 06.2024
- Managed, mentored, and developed team in delivering best-in-class escalated complaint resolutions.
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
- Analysed complaint data to identify root causes, trends, issues, and regulatory concerns.
- Directed communication channels and conducted thorough research to successfully resolve complaints and address inquiries.
- Collaborated with stakeholders to develop and refine customer complaint monitoring, training management, and policy enforcement.
- Established Key Performance Indicators (KPIs) to monitor complaint volume, resolution time, and corresponding metrics.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquiries.
- Achieved improved efficiency by streamlining and monitoring quality programs to address overdue compliance activities.
- Assisted with complaint gap analyses and risk assessments.
Complaints Escalation - Product Owner Assistant
Commonwealth Bank
Sydney, NSW
04.2022 - 09.2022
- Collaborated with a team of data engineers to develop new collections systems.
- Wrote comprehensive user manuals for new products and additional technical documentation.
- Created visuals and renderings communicating product design concepts.
- Analysed user feedback and implemented changes to product design.
- Documented each step in product's design process for use in manuals.
- Owned and prioritised product backlog.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
Property Solutions Team Leader
Commonwealth Bank
Sydney, NSW
12.2020 - 04.2021
- Conducted performance evaluations and provided targeted coaching for a team of 20 members.
- Effectively assessed team performance, offering valuable feedback to boost productivity and maintain high quality standards.
- Reviewed, updated, and implemented procedures to ensure the accuracy and relevance of company records pertaining to team activities.
- Successfully conveyed expectations and deliverables outlined in the annual plan through effective communication of KPIs.
- Mentored and guided employees to foster proper completion of assigned duties.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Aided in building a team of high achievers by assisting with the recruitment and selection process.
- Conducted regular team meetings to update and inform staff on departmental changes.
Property Solutions Specialist
Commonwealth Bank
Sydney, NSW
11.2019 - 12.2020
- Facilitated the development of strategic financial strategies by working closely with customers to assess their specific monetary situations.
- Effectively managed client portfolios and offered advice regarding investment and owner occupied securities.
- Assisted sensitive and vulnerable clients in resolving outstanding debts within 6 months through tailored solutions
- Liaising with external solicitors to instruct legal processes and notices for clients in breach of their contractual obligations.
- Offered assistance to customers in navigating the process of selling their property and voluntarily surrendering it.
- Collaborated with trustees and external debt collectors to assist customers in navigating their financial obligations.
- Instructed field calls for the purpose of establishing customer contact.
- Virtual support officer providing assistance to colleagues.
Financial Assistance Specialist
Commonwealth Bank
Sydney, NSW
04.2019 - 11.2019
- Assessed client financial situations to provide effective solutions through the creation of personalised money plans.
- Held discussions with customers to establish and enforce payment arrangements, both short and long term.
- Provided partial and full debt waivers to customers.
- Provided deferral of repayments to customers during the COVID 19 pandemic.
- Set and maintained concession interest rates for MasterCard and Personal Loan products.
- Successfully handled sensitive and vulnerable customers struggling with Loan facilities
- Succeeded in collecting outstanding debts from customers with different types of loans such as Home Loans, Personal Loans, MasterCards, and Viridian Lines of Credit.
- Handled the management and investigation of customer complaints.
- Drove NPS score enhancement initiatives for improved client satisfaction at CBA.
- Successfully maintained and monitored a high-performing inbound/outbound customer service line for efficient handling of all customer inquiries.
Education
SOCAP Complaints Professional Certification - Complaints Resolution
Society of Consumer Affairs Professionals Aus
Sydney, NSW07-2023
Certificate III Commercial Cookery - Hospitality
Ultimo Tafe
Sydney, NSW07.2016
High School Diploma -
Christian Brothers High School
Lewisham, NSW11.2014
Skills
- Customer Relationship Management
- Complaint Handling
- De-Escalation Techniques
- Regulatory Compliance
- CRM Software
- Management Abilities
- Root Cause Analysis
- Customer Retention Strategies
- Strong Analytical and Problem-Solving Skills
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Windows
Accomplishments
Commonwealth Bank Ultimate Success Champion - 2020, 2021, 2022, 2023
Certification
- The Society of Consumer Affairs Professionals Australia - Complaints Professional Certification
References
References available upon request.
Timeline
Customer Relations Dispute Resolution Officer
Qudos Bank
07.2024 - Current
Complaints Escalation - Product Owner Assistant
Commonwealth Bank
04.2022 - 09.2022
Escalated Complaints Specialist
Commonwealth Bank
04.2021 - 06.2024
Property Solutions Team Leader
Commonwealth Bank
12.2020 - 04.2021
Property Solutions Specialist
Commonwealth Bank
11.2019 - 12.2020
Financial Assistance Specialist
Commonwealth Bank
04.2019 - 11.2019
SOCAP Complaints Professional Certification - Complaints Resolution
Society of Consumer Affairs Professionals Aus
Certificate III Commercial Cookery - Hospitality
Ultimo Tafe
High School Diploma -
Christian Brothers High School
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