Summary
Overview
Work History
Education
References
Timeline
Generic

Katherine BAUER

West Beach

Summary

Corporate Services Specialist with ten years experience in dispute resolution and quality assurance in the financial services industry, accompanied by a Bachelor of Laws. I have excellent written and verbal communication skills, and am very detail orientated. Whilst I have experience in a number of areas, I am passionate about client advocacy, particularly whilst navigating the dispute resolution process.

Overview

14
14
years of professional experience

Work History

Senior Manager of Corporate Services

MyBudget
07.2020 - Current
  • Responsible for four Corporate Services teams - Compliance, Legal, Quality Assurance and Client Resolutions, with 3 direct reports and 7 sub-reports.
  • A member of the Senior Management Team and actively involved in weekly, quarterly and yearly strategic planning.
  • A point of contact for all ASIC queries relating to MyBudget's AFSL and ACL, and the Compliance Officer for MyBudget's AFSL.
  • Responsible for hiring, managing and training staff, including regular performance reviews.
  • Responsible for negotiating contracts on behalf of the business and ensuring the business' legal and operational interests are protected.
  • Proud to be nurturing a positive, supportive, development-based team culture that focuses on supporting the business and developing individuals within the team.

Team Leader of Quality Assurance and Complaints

MyBudget
09.2018 - 07.2020
  • Managed and oversaw the implementation, delivery and maintenance of Quality Assurance Assessment documentation, systems and training in line with business policies, procedures and regulatory compliance obligations.
  • Facilitated monthly calibration sessions between the QA Team and department specialists, to ensure consistent marking and understanding.
  • Maintained professional and technical knowledge by tracking emerging trends in Quality and Complaints management to ensure adherence to industry standards.
  • Managed, coached and helped to develop 7 staff members in their individual roles.
  • Reported data and statistics to the Senior Management Team and Risk and Compliance Committee on a monthly basis, recommending strategies to improve QA results and lower complaints.
  • Supported development of materials, aids and curriculum to direct staff in procedures and operations.

Client Resolutions Specialist

MyBudget
01.2013 - 09.2018
  • Created and implemented MyBudget's Dispute Resolution Policy and supporting procedures.
  • Developed and provided formalised complaints management training to leaders and staff across the business.
  • Investigated high level complaints from both a technical, and client experience perspective.
  • Case management of escalated and high level complaints, including adherence with IDR and EDR SLAs.
  • Reporting on data trends and providing recommendations for changes/implementations to company policies and procedures.
  • Liaised with the external dispute resolution Ombudsman on behalf of the business, including resolving potential systemic issues.
  • Liaised with financial counsellors and regularly attended conferences on behalf of the organisation.

Student Advisor

UniSA Legal Advice Clinic
01.2010 - 01.2012

Education

Graduate Diploma of Legal Practice -

Australian National University

Bachelor of Laws -

University of South Australia

References

Elly Frangos (RAA) 

Former colleague of 5 years

0413 493 515


Luke Millowick (MyBudget)

Current colleague of 10 years

0434 522 398




Timeline

Senior Manager of Corporate Services

MyBudget
07.2020 - Current

Team Leader of Quality Assurance and Complaints

MyBudget
09.2018 - 07.2020

Client Resolutions Specialist

MyBudget
01.2013 - 09.2018

Student Advisor

UniSA Legal Advice Clinic
01.2010 - 01.2012

Graduate Diploma of Legal Practice -

Australian National University

Bachelor of Laws -

University of South Australia

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Katherine BAUER