Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Michelle Smith

Gagebrook,TAS

Summary

15 years of banking experience at MyState with the past 4 years as a Line 1 Risk Manager.

Commencing my career from the grass roots as a contact centre operator, I've proven that I am a hard worker who strives to achieve the best outcomes.

I've moved through the business in order to acquire as much knowledge and skills possible.

I've shown that I can seek out, remediate, resolve and implement changes on issues that are uncovered, whether that be by providing guidance to other staff or doing the tasks myself.

Some of the issues that I've remediated, have been exceptionally complex in nature. I've liaised with many staff from a variety of business units, thus building some exceptional working relationships. These relationships have contributed to me being successful in my role.

I have a deep understanding of financial risks associated with banking. I'm focused on helping both the organisation and the customer limit or balance risk. I have the ability to break down complex data to understand potential impacts as well as break down risk and develop recommendations.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Line 1 Risk Manager

MyState Bank
11.2019 - Current
  • Direct Report to Chief Operating Officer
  • Test of procedures within departments
  • Analyse processes for compliancy
  • Effectively communicate with managers, senior managers, executives and CEO
  • Provide support relating to compliance and legislative requirements to all parts of the business
  • Work with leaders of the division to embed the complaints framework and breach management, including identifying breaches
  • Assist in the timely management and resolution of the complaints.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Prepare reports for Bi-Monthly DRC meeting
  • Provide and prepare reports for Bi-Annual ERC meetings
  • Raise and Manage Risk Management Incidents
  • Undertake Line 1 reviews to support the implementation of RCSA's, BCP's
  • Investigate and Remediate issues
  • Create testing plans
  • Provide support and guidance to other Line 1 Risk Managers

Bank Branch Manager

MyState Bank
01.2018 - 11.2019
  • Maintained scheduling for branch to keep shifts appropriately staffed.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Assessed employee performance and developed improvement plans.
  • Interviewed and hired individuals
  • Assisted customers
  • Established favourable business connections.
  • Meet with new customers
  • Complied with established internal controls and policies.
  • Developed working relationships with business customers
  • Monthly financial cash reporting
  • Trained staff
  • Cash withdrawals and deposits
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Assisted customers in hour of need (deceased estates and hardship applications)

Operations Consultant

MyState Bank
09.2013 - 01.2018
  • Implemented processes and procedures to improve overall efficiencies
  • Communicate across business to resolve issues
  • Monitored corporate policies and procedures, ensuring compliance
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Data Entry and processing
  • Liaise with staff from other departments
  • Arrange settlements/Discharges
  • Daily Reporting
  • Global Rate Change

Project Turbo – Lendfast Project Lead

MyState Bank
02.2014 - 10.2015
  • Liaise with third party provider, Sandstone
  • Liaise with internal staff – Stake holders
  • Assisted in developing a lending platform for both MyState and The Rock
  • Implement processes
  • Tested and recommend platform enhancements
  • Provided training to staff
  • Help desk for program users

Collections Consultant

MyState Bank
09.2011 - 09.2013
  • Implemented processes and procedures to improve overall efficiency in operations.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
  • Negotiated to collect balance in full.
  • Worked in call centre environment handling manual and automatically dialed outbound calls.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Prepared and submitted legal documents to initiate court proceedings.
  • Responded to customer inquiries and provided detailed account information.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Bankrupt Estates
  • Effectively manage the collections team while relieving as Case Manager
  • Liaise with external clients, i.e.: Lawyers, Real Estate Agents, Tas Collections
  • Proven ability to learn quickly and adapt to new situations.

Service Consultant

MyState Bank
04.2008 - 09.2011
  • Assisted customers by answering questions and responding to enquiries.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests for products, services, and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Perform duties in an efficient, professional and courteous manner
  • Establish and maintain effective working relationships with co-workers, supervisors and the general public
  • Maintain consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures

Invoice Processor

Woolworths – Transaction Processing Centre
05.2002 - 06.2005

Customer Service Officer

Centrelink
04.2000 - 09.2001

Custodial Officer

Risdon Prison
03.1996 - 09.1998

Skills

  • Risk Mitigation
  • Workflow Processes
  • Fraud Assessment
  • Quality Improvement Plans
  • Root Cause Analysis
  • Risk Management Processes
  • Data Analysis
  • Customer Service
  • Effective Communication
  • Leadership Skills
  • Relationship building and management
  • Goals and performance
  • Product training
  • Proficient in MS Office
  • Approachable
  • Cash Handling
  • Strong team-builder

Certification

Certificate III in Financial Services

Certificate of Attainment for National Privacy Principles Certificate of Attainment for FTR Legislation Certificate of Attainment for EFT Code of Conduct 2002

Netball Australia – Development Coach

Timeline

Line 1 Risk Manager

MyState Bank
11.2019 - Current

Bank Branch Manager

MyState Bank
01.2018 - 11.2019

Project Turbo – Lendfast Project Lead

MyState Bank
02.2014 - 10.2015

Operations Consultant

MyState Bank
09.2013 - 01.2018

Collections Consultant

MyState Bank
09.2011 - 09.2013

Service Consultant

MyState Bank
04.2008 - 09.2011

Invoice Processor

Woolworths – Transaction Processing Centre
05.2002 - 06.2005

Customer Service Officer

Centrelink
04.2000 - 09.2001

Custodial Officer

Risdon Prison
03.1996 - 09.1998

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Michelle Smith