LUKE WALKER
Robina,Australia
Summary
To engage in a role that will enable strong growth of communication and technological engagement with an established disciplinary base and to further progress a future within the customer service industry.
Overview
9
9
years of professional experience
Work History
Acting Senior Incoming Payment Services Officer
CITY OF GOLD COAST
06.2024 - Current
- Assist with resolving complex queries and provide support to the IPS (Incoming payments Services) Team, ensuring timely and accurate financial services are delivered
- Responsible for reconciling online payments (eSolutions) against the City’s general ledger accounts on a daily basis, ensuring accuracy and consistency in financial records. Skilled in identifying and resolving discrepancies, and efficiently receipting missing payments into the Pathway system as needed.
- Responsible for completing the daily Pathway to Grange comparison spreadsheet to verify the accurate migration of payments between systems. Ensure that all payment data is correctly transferred and reconciled, identifying and addressing any discrepancies promptly.
- Perform daily reconciliations of payments received from Customer Service Centres against funds deposited into the Commonwealth Bank account, ensuring accuracy and consistency in financial records. Proactively identify and raise any discrepancies or errors with Team Leaders, and take corrective actions to resolve issues promptly.
- Process the daily Direct Debit Extract in Pathway and perform data comparisons to identify and eliminate duplicates, ensuring the accuracy of payment records. Upload the validated files into CommBiz (online banking) and import them into Pathway, ensuring that Rates & Water accounts are accurately updated and reflect the correct payment information.
- Efficiently manage the internal Outlook inbox to ensure prompt and high-quality responses to all incoming inquiries. Prioritize and organize emails to meet deadlines and provide timely, clear, and professional replies.
- Provide reliable phone coverage and offer support to other areas of the team as needed, ensuring smooth operations and effective communication within the department.
Incoming payments officer
City of Gold Coast
02.2023 - Current
- Completing daily cheque receipting processes to ensure timely and accurate financial services to all areas of the business.
- Collaborated with internal and external stakeholders through phone and email delivering exceptional service with effective communication.
- Managing and completing the transfer of payments between accounts and systems (Pathway & Grange), ensuring accurate and efficient transactions. Proficient in reconciling payment records, verifying transfer details, and ensuring compliance with company policies and financial regulations.
- Processing customer requests to add or amend direct debit details on accounts, ensuring that all changes are accurately recorded and compliant with company procedures
- Completing refund checklists to ensure customers receive their refunds in a timely manner, contributing to a positive and seamless customer experience and ensuring compliance with company policies.
- Managed the daily operation of an inbox and phone line, handling a high volume of incoming inquiries with professionalism and efficiency. Prioritized and responded to customer emails and calls, providing timely and accurate information while addressing issues or concerns. Demonstrated strong organizational skills, multitasking abilities, and excellent communication to ensure that all inquiries were addressed promptly, contributing to positive customer experiences and operational efficiency.
Customer contact specialist
City of Gold Coast
06.2022 - 02.2023
- Customer service for revenue services, waste management, and city parking, ensuring that customer needs are met and issues are resolved efficiently. Skilled in addressing inquiries and delivering solutions in a timely and professional manner.
- Consistently adhere to Key Performance Indicators (KPIs) and targets, ensuring that daily tasks and objectives are met with efficiency and accuracy. Focused on maintaining high standards of performance, tracking progress, and taking proactive steps to meet or exceed set goals.
- Strictly follow company procedures using LIVEPRO and rules to ensure compliance and consistency in all tasks and operations.
Administration support - Finance
Concentrix
04.2021 - 02.2022
- Contracted third-party specialist for one of the four major banks, responsible for reviewing and verifying debt records to ensure accuracy and completeness. Conducted thorough audits of customer accounts, identifying discrepancies and updating records to reflect the most current and accurate information.
Customer interaction – Escalated Billing, Change, Loyalty
Foxtel
06.2015 - 03.2021
- Managed offshore partnerships with Foxtel Manila, overseeing agent quality, behavior, and business interaction standards. Led training and certification programs to ensure agents adhered to company policies and delivered high-quality service. Responsible for credit checking processes and managing customer payment plans, ensuring that accounts were handled in compliance with financial guidelines. Demonstrated strong leadership in maintaining service excellence while fostering effective collaboration between onshore and offshore teams.
- Specialized in customer retention, handling disconnects and service cancellations with a focus on resolving issues and retaining customers. Skilled in negotiating and providing tailored solutions to meet customer needs, addressing concerns to prevent service discontinuation. Demonstrated strong communication and problem-solving abilities to retain valuable customers while maintaining a positive company image.
Education
Year 12 Subjects - Maths, English
Merrimac State High School
Mermaid Waters, Qld12.2014
Accomplishments
- Construction Industry White Card attained, 2013
- Certificate III Customer Contact
Ambition
To engage in a role that will enable strong growth of communication and technological engagement with an established disciplinary base and to further progress a future within the customer service industry.
References
- Megan O’OneilL, MONEILL@goldcoast.qld.gov.au, Supervisor incoming payment services, 0755816332
- Casey McAneny, CMCANENY@goldcoast.qld.gov.au, Team Leader, 0416 275 626
Personal Qualities
- Disciplined
- Professional independence
- Team member skills
- Co-operative
- Engaging work ethic
- Sound computer skills
- High level communication skills
- Ambition to develop
Timeline
Acting Senior Incoming Payment Services Officer
CITY OF GOLD COAST
06.2024 - Current
Incoming payments officer
City of Gold Coast
02.2023 - Current
Customer contact specialist
City of Gold Coast
06.2022 - 02.2023
Administration support - Finance
Concentrix
04.2021 - 02.2022
Customer interaction – Escalated Billing, Change, Loyalty
Foxtel
06.2015 - 03.2021
Year 12 Subjects - Maths, English
Merrimac State High School
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