Millie Jansz
GREENWOOD,Western Australia
Summary
Proficient in banking, investments, and superannuation, with a strong ability to adapt and learn quickly. Proven track record in training staff and resolving conflicts, ensuring smooth transitions for high-value clients. Increased customer satisfaction and operational efficiency through innovative solutions and exceptional service delivery.
Overview
35
35
years of professional experience
Work History
Account Manager
Keystart
SUBIACO, WA
11.2024 - Current
- Delivered solutions for customers in arrears to facilitate financial recovery.
- Collaborated with customers to establish effective arrangement plans.
- Presented recommendations to management for enhanced decision-making.
- Reported findings and updates to Bendigo Bank on customer status.
Transition Specialist
Bankwest/Commonwealth Bank
12.2022 - 07.2024
- Working with Client Relationship Managers to transition customers from BWA to CBA
- Ensuring customer records were up to date before transferring to CBA.
- Working with Management collaborate and work out the best way to work with our customers to transition across, with minimal impact to their day-to-day banking.
- Meeting with high worth customers to work out their needs and work with them for a seamless transition.
- Calling customers to obtain documents and meeting the banks risk appetite.
- Training new staff on processes and procedures within the team
- Setting up Accounts in CBA
- Weekly meetings with Relationship Managers and Management to discuss roadblocks and work on strategies.
- KEY DUTIES:
Credit Reporting Officer
Bankwest
01.2021 - 12.2022
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Working closely with credit reporting agencies in Australia to review customers Credit data.
- Dealing with customer requests and completing requests within deadlines with high volumes.
- Ensuring compliance is met and standards are adhered to.
- Training staff.
- Dealing with customer complaints.
- KEY DUTIES:
Customer Care Officer
Bankwest
12.2018 - 01.2021
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high number of volumes with exceptional time management and multitasking skills.
- Developed strong relationships with customers and assisting them with their issues to a positive outcome for the Bank and the customer.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Provided outstanding support during peak periods, ensuring all customers received prompt attention.
- Actively participated in weekly meetings and provided valuable input towards improving overall operations.
- Analysed data trends to identify areas requiring improvement in the customer experience.
- KEY DUTIES:
Customer Connect Team
Bankwest
10.2017 - 12.2018
- Onboarding Broker Customers at Unconditional - Home Loans
- Home Loan Applications
- Credit Card
- Setting up Mortgage Protections and Home & Contents Insurance
- Managing Team Inbox
- Making Outbound calls for Anniversary & at-Risk Customers
- Liaise with customers 14 days after Home Loan Settlements
- Change Management Representative
- Click to Chat Pilot
- KEY DUTIES:
Teller/Sales Consultant/Assistant Manager
Bankwest
07.2013 - 10.2017
- Assessing Credit Applications
- Opening Transaction Accounts
- AML Compliant with Products and Services
- Meeting Sales Targets
- Stepping up to Assistant Manager when Manager is away.
- Follow up with customers.
- Compliance Reporting
- Investigating and resolving complaints
- Solving customers banking needs
- KEY DUTIES:
Practice Manager
Specsavers Busselton
Busselton
04.2011 - 04.2012
- Organising rosters
- Organise staff training.
- Dealing with complaints
- Arriving customers
- Pre-Tests & Fields Test
- Dispensing
- Weekly staff meetings
- One to Ones with Staff and Annual Performance Reviews
- Ensuring all staff understood and implemented new offers and changes to store.
- KEY DUTIES:
- KEY ACHIEVEMENTS:
- Successfully implemented change of systems (Socrates 2.5 to Socrates 3) with Head Office
Payments Administrator
GESB (Government Employee Super Board)
08.2010 - 02.2011
- Process redemptions
- Address members queries
- Contacting members for outstanding requirements
- Liaising with other Govt departments
- KEY DUTIES:
Team Manager
Asgard Wealth Solutions
08.2009 - 09.2009
- Set rosters for the team.
- Weekly, Monthly One on Ones with team members
- Set targets for individuals and the team to achieve required workflows.
- Monitor workflow and targets.
- Interviewing and hiring of team members
- Weekly team meetings
- Involved in various projects throughout the Asgard
- Monitor staff attendance & holidays.
- Yearly performance reviews for each team member
- Set yearly performance targets for team members.
- Assisting with staff and manager training as required
- Improving process and procedures
- Address errors within team
- Liaise with external partners (IBM, Recall & Decipha)
- Attend workflow and management team meetings.
- Liaise with IBM (offshore partner) to ensure deadlines met and daily meetings to address issues and key requirements.
- KEY DUTIES:
- KEY ACHIEVEMENTS:
- Successfully involved in the implementation of the Anti Money Laundering Project in Asgard.
- Successfully achieved implementation of the Payments Process with offshore partners IBM.
Team Co-ordinator
Sealcorp Holdings Ltd
03.2003 - 07.2006
- Carry out routine and complex administrative tasks and/or Client Service duties in accordance with service standards.
- Investigate and resolve complex adviser queries within agreed time frames.
- Identify and suggest productivity improvements within team.
- Provide coaching and developmental opportunities to other Client Relationship Consultants.
- Accurately identify training needs of individuals and communicate this information to Assistant Client Relationship Manager.
- Ensure accuracy of all teamwork by monitoring and logging errors and suggest appropriate preventative measures.
- Use analysis and problem-solving techniques to address unresolved adviser and team issues.
- Resolve issues within area of technical/specialist/professional expertise.
- Instruct, coach, guide other Client Relationship Consultants in the process of analysing and resolving adviser, and work-related issues and/or problems.
- Effectively communicate to convey ideas, organisational values and goals and/or technical and specialist advice to inform, promote and/or train a diverse range of internal/external clients.
- KEY DUTIES:
- KEY ACHIEVEMENTS:
- Recognised for outstanding service to internal/external clients and received Monthly service award for April 2003.
- Improved level of knowledge/skill within the team by multi-skilling team members in all areas of processing and procedures, which assisted in team meeting deadlines.
- Achieved target for Advantage Client Relationship Centre reaching its weekly goal of under 100 for the Work in Progress Report, for the first time in two years.
Debtors/Client Administrator
CIBC World Markets
08.2000 - 02.2001
- Sponsor clients with CHESS.
- Action daily report to ensure client trades that exceeded 30 days unpaid was distributed to each dealer for clearance.
- Provide high quality of services to debtors and dealers with general enquires.
- Arrange demand letter and legal action against clients, when required.
- Open accounts for new clients.
- Send out new account welcome packages and follow up with return of documentation.
- Ensure all documentation had been completed and falls within ASIC guidelines.
- Transfer holdings from broker to broker.
- KEY DUTIES:
- KEY ACHIEVEMENTS:
- Assisted in project for implementing new procedures for new client accounts.
- Set up new client files for all CIBC World Markets in Australia as requested by ASIC.
Account Manager - Personal Customer Unit
Westpac Bank
01.1997 - 01.2000
- Provide support to branch network.
- Monitors through secondary follow up on arrangements for clearance of overdrafts and excesses.
- Approve, assist, and deal with branch queries, requests with temporary overdrafts processed through the origination system.
- Manage unauthorised excesses of personal customers.
- Take necessary action to ensure arrangements are honoured.
- High level of customer contact, while maintaining a high level of customer service.
- Approval/Decline of temporary overdrafts by assessing applications.
- Being fully conversant with the Uniformed Consumer Credit Code, retail lending products, policy and procedures.
- Assist business customer unit with excesses when needed.
- KEY DUTIES:
- KEY ACHIEVEMENT:
- Assistance with set-up of Personal Customer Unit by collating information and testing of systems, which resulted in a smooth implementation.
- Motivated team player.
- Providing exceptional quality service. (Certificate of Appreciation received)
- Keeping within 24-hour turnaround time approve/decline temporary overdrafts through prioritising workload resulting in meeting customers’ expectations.
- Secured High Valued Client Due to Customer Referral.
- Identify and discovered a fraudulent account by investigating into cheques received resulting in no loss to the Bank.
Team Member - Decisions
Westpac Bank
PERTH, WA
01.1996 - 12.1996
- Monitored temporary overdraft applications, ensuring accuracy in preparation processes.
- Contributed general banking insights to improve decision-making across teams.
- Assisted branches and clients with loan accounts, focusing on Challenge customers' needs.
- Initiated pay/no pay decisions collaboratively with branch managers to enhance response times.
- Handled inquiries from internal and external customers regarding overdraft policies efficiently.
- Received recognition award for exceptional service during merger of Challenge Bank and Westpac Bank.
- Timely entered pay/no pay decisions before established cutoff deadlines.
- Executed loading of temporary overdrafts within specified timeframes.
Data Processor - Customer Data Centre
Challenge Bank
01.1994 - 01.1995
- Input of new accounts into the system (personal & business accounts).
- Order cards and cheque books on all account types.
- Loading of limits on all account types.
- Liaise with branches in regard to visa and loan accounts.
- Adhere to Government Identification Legislation opening new accounts.
- KEY DUTIES:
- KEY ACHIEVEMENTS:
- Exceptional time management skills proven through ability to always meet/exceed time standards.
- Superior data entry skills at all times to maintain service levels.
Visa Merchant Clerk - Visa Centre
Challenge Bank
01.1991 - 01.1992
- Processing visa merchants daily and balancing.
- Setting up of new business visa merchants.
- Resolving disputed transactions
- KEY DUTIES:
Team Member
Jeans West
Busselton
01.2012
- Sales
- Outfitting
- Stocktake
- POS – cash handling
- Banking
- Staff training
- KEY DUTIES:
Cheque Reference Clerk - Cheque Centre
Challenge Bank
01.1993
- Liaise with clients whose account are overdrawn.
- Arrange for client to clear accounts.
- Manual dishonouring cheques.
- KEY DUTIES:
Education
Administration Certificate -
Balga TAFE
Certificate of Secondary Graduation -
Balga Senior High School
Diploma in Beauty Therapy & Massage -
Perth Beauty College
Diploma in Financial Planning - Level 1-3, PS 164
Integretc
Yellow Belt -
Six Sigma
Certificate IV in Training & Assessment -
Dillon Whitelaw & Assoc P/L
First Aid Certificate - expired
Australian Red Cross
Certificate III in Hairdressing - 2nd year
WA Academy of Hair & Beauty
Qualified Yoga Instructor -
Bodsphere
Skills
- Keyboard proficiency
- Microsoft Word and Excel
- Presentation skills
- Account management
- Process optimization
- Employee training and coaching
- Conflict resolution
- Time management
- Client onboarding
References
Available on request.
Hobbies and Interests
Yoga, meditation, music, singing, Latino dancing
Languages
Spanish
Elementary
Accomplishments
- Starlight Children's Foundation - 5 Chefs' Dinner - Team Coordinator
- Women's FIFA World Cup 2023
- Starlight Children's Foundation - photographer for staff event
- Spanish film festival
- Perth's Children Hospital - Gift Shop - 2021 -2023 Saturday's
- Busselton Ironman 70.3 – various roles
Timeline
Account Manager
Keystart
11.2024 - Current
Transition Specialist
Bankwest/Commonwealth Bank
12.2022 - 07.2024
Credit Reporting Officer
Bankwest
01.2021 - 12.2022
Customer Care Officer
Bankwest
12.2018 - 01.2021
Customer Connect Team
Bankwest
10.2017 - 12.2018
Teller/Sales Consultant/Assistant Manager
Bankwest
07.2013 - 10.2017
Team Member
Jeans West
01.2012
Practice Manager
Specsavers Busselton
04.2011 - 04.2012
Payments Administrator
GESB (Government Employee Super Board)
08.2010 - 02.2011
Team Manager
Asgard Wealth Solutions
08.2009 - 09.2009
Team Co-ordinator
Sealcorp Holdings Ltd
03.2003 - 07.2006
Debtors/Client Administrator
CIBC World Markets
08.2000 - 02.2001
Account Manager - Personal Customer Unit
Westpac Bank
01.1997 - 01.2000
Team Member - Decisions
Westpac Bank
01.1996 - 12.1996
Data Processor - Customer Data Centre
Challenge Bank
01.1994 - 01.1995
Cheque Reference Clerk - Cheque Centre
Challenge Bank
01.1993
Visa Merchant Clerk - Visa Centre
Challenge Bank
01.1991 - 01.1992
Administration Certificate -
Balga TAFE
Certificate of Secondary Graduation -
Balga Senior High School
Diploma in Beauty Therapy & Massage -
Perth Beauty College
Diploma in Financial Planning - Level 1-3, PS 164
Integretc
Yellow Belt -
Six Sigma
Certificate IV in Training & Assessment -
Dillon Whitelaw & Assoc P/L
First Aid Certificate - expired
Australian Red Cross
Certificate III in Hairdressing - 2nd year
WA Academy of Hair & Beauty
Qualified Yoga Instructor -
Bodsphere
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