Summary
Work History
Overview
Education
Skills
Timeline
Generic

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
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
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
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
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
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

Similar Profiles

  • Jagdish Chandra

    Jagdish ChandraJagdish Chandra

    Network Security Consultant (Contractor) at Quess Corp (Client-National Australia Bank)Network Security Consultant (Contractor) at Quess Corp (Client-National Australia Bank)

  • Sima Salari

    Sima SalariSima Salari

    Associate Director - Governance at National Australia BankAssociate Director - Governance at National Australia Bank

  • Paul Failla

    Paul FaillaPaul Failla

    Business Banking Relationship Manager at National Australia BankBusiness Banking Relationship Manager at National Australia Bank

  • Anshuman Bhardwaj

    Anshuman BhardwajAnshuman Bhardwaj

    Analyst I at National Australia BankAnalyst I at National Australia Bank

  • Linda Franklin

    Linda FranklinLinda Franklin

    CIR Analyst – Customer Identity Remediation at NATIONAL AUSTRALIA BANKCIR Analyst – Customer Identity Remediation at NATIONAL AUSTRALIA BANK

CREATE PROFILE
Linda Franklin