Lile Vallelonga

December 2023 - Current

• Action and raise complaints accurately in compliance with RG271.
• Manage high-priority complaints from the CEO mailbox.
• Identify break points, suggest and implement process improvements.
• Recognise and assist customers in vulnerable circumstances.
• Create a positive team culture and support team uplift.
• Lead in the absence of team leaders and act as key contact for senior leaders.
• Support Case Managers using extensive branch experience.
• Coach triage and wider GCR team members in complaint handling and batching case processes.

October 2021 - December 2023

• Managed sensitive complaints, ensuring compliance and empathy.
• Built strong stakeholder relationships across departments.
• Collaborated with departments to enhance the customer journey.
• Tracked KPIs related to resolution times, customer satisfaction, and complaint volumes.
• Asses internal and external files, make critical decisions, and confidently explain my reasoning.
• Maintain the department's positive image by handling customer enquiries and complaints promptly, using effective complaint-handling skills to provide the best solutions.
• Provide feedback to leaders to assist them to develop and coach their teams to avoid future complaints.
• Identify and help deliver on continuous improvement ideas.

Rockdale (Tier 1) 2019 - 2021

Liverpool (Tier 1) 2017 - 2018

Ingleburn (Tier 1) 2014 - 2017

Ingleburn (Tier 1) 2004 - 2010

• Lead, coach, and develop branch staff.
• Assist staff to achieve individual and team targets as well as fostering their individual career development aspirations.
• Work with the Branch Manager to set performance goals.
• Conducted training, audits, and performance evaluations.
• Resolved escalations and improved operational workflows.
• Oversee daily operations including cash handling, security, and audits.
• Implement and monitor risk management procedures.
• Conduct internal audits and ensure regulatory compliance.
• Ensure adherence to anti-money laundering (AML) and Know Your Customer (KYC) requirements.
• Supported branch operations and relieved Branch Managers when required.

Moorebank 2017 - 2018

Permanent Weekend Branch Manager Westfield Parramatta 2012 – Jul 2014

Bonnyrigg - 2010 – 2011

• Build and maintain relationships with personal and business banking clients.
• Lead, coach, and develop branch staff.
• Assist staff to achieve individual and team targets as well as fostering their individual career development aspirations.
• Set performance goals.
• Manage staffing levels and recruitment for the branch.
• Drive service and sales of banking products.
• Identify opportunities for cross-selling and upselling to meet customers needs.
• Develop strategies to grow the branch’s customer base.
• Ensure compliance with banking regulations and internal policies.
• Oversee daily operations including cash handling, security, and audits.
• Resolve customer complaints and complex queries.
• Monitor branch performance metrics and reporting.
• Implement and monitor risk management procedures.
• Ensure adherence to anti-money laundering (AML) and Know Your Customer (KYC) requirements.
• Conduct internal audits and ensure regulatory compliance.
• Represent CBA in local community events and initiatives.
• Build partnerships with local businesses and organisations.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Solid understanding of banking products and financial services.
• Experience in sales and customer service.
• Knowledge of regulatory and compliance frameworks.

Macarthur Area 2022- 2004

• Provided front-line service and transaction processing.
• Supported area and branch managers with customer needs.
• Delivered education on banking tools and compliance adherence.
• Ensure adherence to financial regulations and internal controls.
• Identify and mitigate operational risks.
• Maintain confidentiality and data protection standards.
• Promote bank products and services that align with customer goals.
• Ensure daily branch operations comply with bank policies and procedures.
• Manage cash handling, security protocols, and transaction accuracy.
• Support audits and compliance checks.
• Ensure daily branch operations comply with bank policies and procedures.
• Resolve customer issues and complaints efficiently.