Summary
Work History
Overview
Education
Skills
Timeline
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Linda Franklin

Summary

I am a career professional with over 15 years' experience in challenging and varied roles and environments. I have shown energy and commitment in applying a pragmatic and solution-focused approach to all my roles. I am results focused, engaged, and embrace change as an opportunity for growth and progress. Known for delivering actionable insights and driving process improvements that align with business goals. I am looking for the next opportunity to expand my learnings and skills within NAB.

Work History

CIR Analyst – Customer Identity Remediation

NATIONAL AUSTRALIA BANK
Melbourne, Australia
11.2023 - Current
  • I am responsible for delivery of Remediation and call activity and ensuring that Applicable Customer Identification Procedures (ACIP) are completed for individual and non-individual entities to ensure profile is compliant to meet regulatory requirements in line with AML/CTF standards
  • Providing high levels of service to customers via Inbound calls centered around Know Your Customer (KYC) requirements
  • I have been trained in different remediation tranches and am adept at assisting customers with a range of remediation requirements

Hardship Team Manager

LATITUDE FINANCIAL SERVICES
Melbourne, Australia
09.2016 - 06.2022
  • In the role of a Hardship Team Manager, I managed a team of 15 specialists who assisted customers facing financial hardship.
  • I led, coached, and provided the Hardship Team with support and on the job training.
  • Conducted Side by side monitoring and call listening sessions to improve customer experience scores and First call resolution
  • Managed poor performance of agents through Performance Improvement Plans and ensured there was consistent improvement in their results or behaviour.
  • Was responsible for Quality and Coaching activities of the team. Perrformed Monitoring and Supervision tasks to review and improve the quality of work through Call listening and file reviews,
  • Maintained team engagement and morale in a challenging environment through reward and recognition initiatives
  • Reporting on the daily performance of the department and sending out refresher communication whenever required.
  • Been involved with various projects within Hardship that led to simplification and process improvements
  • Regularly liaised with various internal and external stake holders to communicate Hardship requirements and helped with the roll out of new initiatives

Remediation Stream Lead

LATITUDE FINANCIAL SERVICES
Melbourne, Australia
06.2022 - 09.2023
  • As a Remediation Stream Lead, I was responsible for the end-to-end development of Remediation solutions and leading staff to perform Remediation investigations and activities.
  • I was responsible for managing and governing the delivery of account remediation, ensuring the delivery of remediation was timely and adhered to quality standards
  • I worked on creating and maintaining rigorous documentation to support and govern remediation activities.
  • Worked on designing, creating, and delivering policies and procedures for remediation activities and facilitated training to remediition staff.
  • Assisted in identifying, investigating, and recommending enhancement to controls to reduce remediation events
  • Built and maintained productive relationships with stakeholders to facilitate the delivery of remediation activities
  • I also performed Quality Assurance checks and monitoring across remediation activities, ensuring high degrees of oversight and control to activities and adherence to frameworks

Hardship Officer

LATITUDE FINANCIAL SERVICES
Melbourne, Australia
09.2011 - 09.2016
  • As a Hardship Officer my role involved conducting outbound/inbound telephone-based hardship activity, for Credit Cards, Personal Loans and Motor Loans customers
  • End-to-end ownership of customer issues with an aim to achieve a mutually acceptable resolution
  • Identifying customer needs and making hardship arrangements with the customer to bring the account up to date
  • Completing administrative tasks and preparing written documentation for clients
  • Ensuring actions comply within policy, procedure, and strict legislative guidelines
  • Liaising with financial counsellors/solicitors/administrators who are assisting the customer with their debts

Strategist/Mediation Specialist

Google India
Hyderabad, India
01.2008 - 01.2010
  • This role predominantly handled the claims concerned with Google Checkout and ensured the contractual parties complied with the terms and conditions
  • Supported advertisers by reviewing ads that show on Google network, ensuring compliance with Google policies
  • Analyzed the facts of each case and provided a resolution in accordance with the company policies
  • Helped keep defaulters out of the system by sharing information with other teams within the organization
  • Innovated and generated new ideas to help in the automation of current systems to increase efficiency
  • Initiated projects and involved team members, while coordinating work to ensure timely and excellent results

Overview

17
17
years of professional experience

Education

Master of Arts - English Literature

Osmania University

Bachelor of Commerce - Economics and Commerce

Osmania University

Bachelor of Education - English and Social Studies

Osmania University

Accredited First Aider -

Health Corp
01.2023

ELEVATE Team Leader Program -

Social Intelligence Group
01.2018

Certificate IV - Frontline Management

MEGT Australian Apprenticeships
01.2014

Skills

  • Analytical thinking
  • Time management
  • Team collaboration and leadership
  • Attention to detail
  • Decision-making
  • Process improvements
  • Customer focus
  • Performance coaching
  • Stakeholder management
  • Effective communication
  • Conflict resolution
  • Staff training and development

Timeline

CIR Analyst – Customer Identity Remediation

NATIONAL AUSTRALIA BANK
11.2023 - Current

Remediation Stream Lead

LATITUDE FINANCIAL SERVICES
06.2022 - 09.2023

Hardship Team Manager

LATITUDE FINANCIAL SERVICES
09.2016 - 06.2022

Hardship Officer

LATITUDE FINANCIAL SERVICES
09.2011 - 09.2016

Strategist/Mediation Specialist

Google India
01.2008 - 01.2010

Bachelor of Commerce - Economics and Commerce

Osmania University

Bachelor of Education - English and Social Studies

Osmania University

ELEVATE Team Leader Program -

Social Intelligence Group

Certificate IV - Frontline Management

MEGT Australian Apprenticeships

Master of Arts - English Literature

Osmania University

Accredited First Aider -

Health Corp

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Linda Franklin