Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
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Marilou Robas

Melbourne,VIC

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

24
24
years of professional experience

Work History

Employee Services Advisor

Baptcare
12.2021 - Current
  • Provide support and advice to employees and managers on People and Culture matters ensuring confidentiality and escalating as required.
  • Process and advise on employee change requests and updates in employment conditions.
  • Build collaborative relationships with stakeholders.
  • Work as team to provide support, advice and to complete requests from across organization, working across allocated portfolios and industrial instruments as required
  • Ensure compliance with employment law, industry requirements and internal processes.
  • Contribute to team and organizational projects, reporting, communication and planning.

Merchant Service Consultant

Hays Recruitment (ANZ Bank)
09.2019 - Current
  • Researched and developed new products to meet customer demands
  • Created promotional campaigns to boost sales and drive customer loyalty
  • Developed relationships with suppliers to facilitate timely delivery of products
  • Tested website features and functionality for optimal performance
  • Streamlined payment processing for clients, resulting in improved efficiency and cost savings
  • Developed long-lasting relationships with clients by consistently delivering exceptional customer service and support
  • Conducted thorough analyses of clients'' current payment processing systems, recommending appropriate upgrades or changes to optimize performance
  • Managed customer service inquiries and complaints for customer satisfaction

Direct Care Coordinator

Baptcare
11.2022 - 06.2023
  • Coordinate, schedule and motivate staff to deliver services in accountable, professional manner and with excellent consumer service, in accordance with legislative requirements
  • Provide day to day support to pool of allocated Personal Care Workers/Nursing and allied health professionals
  • Develop, update, validate and distribute rosters to achieve optimal operational requirements
  • Address service gaps and work with Managers, Nursing and Allied health leads, Delivery Support Leads, IHC Recruitment Coordinator and staff to achieve optimal operational requirements
  • Report, record, communicate and escalate any consumer or staff hazards, near misses, incidents or accidents occur, providing individual support to Personal Care Workers/Nursing and Allied health as applicable
  • Oversee and maintain accurate roster adjustments to support any authorized kilometers or additional expenditure
  • Work with Direct Care Coordinator team/Admission team to action new service requests, planned and unplanned absences or shift changes in timely manner, ensuring quality services to consumers is maintained
  • Arrange replacement staff for planned and unplanned absences or shift changes to enable continuity of services to customers
  • Maintain knowledge of and work within Baptcare policies and procedures

Customer Compliance Officer

Chandler Macleod/Dept of Human Services (Centrelink)
10.2018 - 09.2019
  • Assist customers to access, navigate and interpret departments’ compliance policies and processes using Web Based and SAP Based GUI Customer Database Information System
  • Maintain adherence to Genesys Workforce Management System, ensuring correct AUX Codes are followed for daily activities assigned such as processing of customer review, taking incoming phone calls from customers, making outgoing phone calls to contact customers to complete compliance review
  • Some tasks include learning, meetings, training and adherence to process in order to meet department’s goals
  • Respond to customer queries and complex issues over, oftentimes dealing with customers who are under emotional, psychological and financial distress
  • Ensuring proper documentation of what transpired for each call
  • Solve complex problems and initiate positive outcomes for customer
  • Assist in assessment and review of customer data from range of sources, ensuring that evidence is accurate and records are updated accordingly
  • Maintain up-to-date knowledge of legislation and policies relevant to work area
  • Keep up to date with legislation and policies
  • Maintenance of customer information in internal database
  • Uphold customer confidentiality at all times
  • Sensitive and sometimes complex nature of customer queries requires individuals that are able to demonstrate strong level of empathy, resilience, problem solving and possess ability to work within highly process driven and sometimes stressful environment.

Due Diligence Officer/KYC Check

National Bank of Australia
03.2018 - 08.2018
  • Making outbound and answering inbound calls to existing NAB customers to verify, validate or update their details
  • Making sure that customer and client details are true and correct to avoid criminal activity
  • Escalating issues to ensure appropriate course of action is taken
  • Providing support to stakeholders in executing due diligence requirements
  • Helping organization in identifying any suspicious or unusual activity
  • Undertaking analysis of customer and financial institution due diligence data in line with AML compliance policies and obligations for enhanced due diligence
  • Making sure that customer and client details are true and correct to avoid criminal activity, impersonation, identity fraud, money laundering etc.
  • Escalating issues to appropriate level to ensure appropriate course of action is taken
  • Providing support to stakeholders in supporting and executing due diligence requirements
  • Enable capture of financial crime insight and intelligence
  • Liaising with other areas within organization to provide feedback
  • To help organization to identify any suspicious or unusual activity and examine these.

Analyst, Credit Quality

NATIONAL BANK OF AUSTRALIA Advantedge Financial Services
04.2014 - 02.2018
  • Accountable for ensuring Credit Applications are thoroughly checked for standards of quality against key business drivers and compliance expectations
  • Assist management in reporting of findings to various business unit managers, with recommendations for training and process re-engineering
  • Liaising with internal & external stakeholders, managers and senior managers in relation to credit application submission
  • Utilizing strong communications skills and techniques, both written and verbally
  • Accurate and detailed record keeping of casework and associated documents, data and actions via internal databases
  • Able to manage time effectively and ensure deadlines are met, while undertaking multiple tasks
  • Time Management to ensure daily targets are met.

Mortgage Assistant officer & Training Coach/Lending & Collateral Officer

ANZ CONSUMER FINANCE OPERATION
08.2005 - 11.2012
  • Effective relationship building with industry contacts, customers and other internal and external stakeholders
  • Complaints handling – handling of all escalated complaints from customers as well as internal and external bodies
  • Develop sound relationships with ANZ customers and ANZ staff by maintaining two-way communication
  • Provide continuing liaison with customers through to final resolution
  • Contact customer to keep them informed in accordance with current processes
  • Course Coordination and Preparation – Liaise with Servicing Teams to schedule training sessions and book venues
  • Prepare / design handouts that are to be provided during sessions
  • Course Delivery and Facilitation – Deliver training courses and presentations as required, ensuring objectives are met and participants’ skill levels are mutually achieved
  • Quality Assurance checker
  • Participating in close working team environment to share learning experiences and outcomes.

Merchant Support/Sales/Account Control Collection Officer

ANZ MERCHANT SERVICE OPERATION
10.1999 - 08.2005
  • Providing positive customer experience to various entities including internal and external customers and other financial institutions
  • Maintaining merchant database, which reflects correct fees and information applicable to merchant and their processing
  • Processing reimbursements merchant fees to customers account
  • Accurate crediting & debiting of merchant / customer accounts and merchant fees collection
  • Verify reports produced daily, weekly or monthly from Merchant systems, including details on several exception reports
  • Processing of Merchant applications; follow up of non-return applications and resolving queries on applications with customers
  • Accounts Reconciliations of all accounts ensuring all items and errors are identified and actioned according & debt collection.

Education

Bachelor of Business - Human Resources Management

VICTORIA UNIVERSITY
Footscray, VIC
03.2023

Advance Diploma of Accounting -

VICTORIA UNIVERSITY
Footscray, VIC
01.2005

Skills

  • Proficient with Microsoft Office Suite (Word, Excel & PowerPoint)
  • Ability to work independently as well as well as in team-oriented environment
  • Excellent verbal and written communications skills
  • Strong analytical skills & decision-making skills
  • Ability to work well under pressure
  • Strong interpersonal skills
  • Excellent time management skills
  • Can-do-attitude

Awards

  • Name Grass Roots Awards January, May and June 2004 for putting customer first, The Best, Can-Do, Good results and being responsible
  • Completed Diploma of Accounting
  • Name Employee of the year 2004
  • Years of Service for reaching 10-year milestone at ANZ

References

On request

Timeline

Direct Care Coordinator

Baptcare
11.2022 - 06.2023

Employee Services Advisor

Baptcare
12.2021 - Current

Merchant Service Consultant

Hays Recruitment (ANZ Bank)
09.2019 - Current

Customer Compliance Officer

Chandler Macleod/Dept of Human Services (Centrelink)
10.2018 - 09.2019

Due Diligence Officer/KYC Check

National Bank of Australia
03.2018 - 08.2018

Analyst, Credit Quality

NATIONAL BANK OF AUSTRALIA Advantedge Financial Services
04.2014 - 02.2018

Mortgage Assistant officer & Training Coach/Lending & Collateral Officer

ANZ CONSUMER FINANCE OPERATION
08.2005 - 11.2012

Merchant Support/Sales/Account Control Collection Officer

ANZ MERCHANT SERVICE OPERATION
10.1999 - 08.2005

Bachelor of Business - Human Resources Management

VICTORIA UNIVERSITY

Advance Diploma of Accounting -

VICTORIA UNIVERSITY

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Marilou Robas