Melanie Treloar

• Answered Incoming Calls. Accurately took messages. Directed calls as per provided instructions within scripting. Transferred calls to appropriate department/stake holder.

• Supported Westpac Banking Corporation (WBC) Brokers in all stages of the mortgage lifecycle including new home loan/refinance applications, property settlement and servicing of approved loans. Ensured a high level of customer service and satisfaction of applying a thorough understanding of WBC mortgage products and services.

KEY RESPONSIBILITIES

• Provide excellence in customer service. Actively Assist, listen and understand customers/broker's needs with the ability to empathise.
• To resolve enquiries in a timely, accurate and professional manner, having regard to company policies, procedures and legislative contractual obligations.
• Consult with other departments to ensure the required outcome and objective has been achieved.
• Ability to prioritise competing tasks to meet client specified Service Level Agreements (SLAs).
• Ensure all team objectives, call-quality requirements and average handling times meet or exceed specified standards.
• Demonstrate accurate keyboard skills, high-level numeracy and correct sequence of data entry.
• Ability to identify why a problem has occurred - Root Cause Analysis.

• Provide a client-driven service experience tailored for the individual need of Telstra's current and ex-employees. Adequately identify, assess and review information to make decisions bases on sound evidence and in accordance with federal and state legislative requirements, policy and procedures. Maintained a demonstrated performance in a pressured environment. Strong commitment to an empathetic, resilient and motivational approach whilst providing a customer centric support.

• Ability to understand and implement new concepts quickly, including new computer systems and database programs. Provide quality operational support, registering Workers' Compensation Claim Submission with a strong commitment to quality, integrity and a proven high level of accuracy in work output. Create and Maintain Claim Paper Files and Electronic Database Management Systems.

• Provided quality operational support by contract keying and report management to ensure the integrity of the final product within tight timeframes.

• Committed to high standard of quality and accuracy in work output, including resolving internal and external queries. Conducted one-to-one coaching support for Yellow Pages Online and Print Sales Representatives.

• Process contracts, approval, amendments, and direct debit to ensure the product purchases (print and online) was finalised for publishing by deadline. Coordinated day-to-day business functions including filing, mail, answering telephones and consulting with internal and external stakeholders.

• Maintained customer records, processed new superannuation and applications. Provided quality reporting, system upgrades (including transition to a paperless office) and conducted tailor-made training.

• Cliental first point of contact. Maintained data records (electronically & paper files); organised port - collecting mail and sending documents, filed and processed documents for investments, insurance and home loans and superannuation including super guarantee and personal contributions.