Summary
Overview
Work History
Education
Skills
References
Timeline
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Miloska Biondo

VIC

Summary

Hardworking and passionate banking professional with over 6 years of customer service experience, thriving in fast-paced financial environments. Proven track record of enthusiastic and friendly involvement in all professional endeavours, demonstrating a strong ability to work collaboratively within a team. Expertise in customer loyalty and relationship management, with a long-standing commitment to understanding and satisfying customers' financial needs. Dedicated to continuous learning and delivering the highest level of service to ensure an exceptional banking experience for customers.

Overview

2
2
years of professional experience

Work History

ANZ Hardship Consultant

ANZ
10.2023 - 06.2024
  • Assisted customers facing financial hardship by providing tailored solutions that align with ANZ Hardship policies
  • Demonstrated high levels of empathy and customer service, ensuring a positive and supportive experience for customers
  • Collaborated effectively with other ANZ divisions to resolve complex customer issues and provide comprehensive solutions
  • Managed both outbound and inbound customer calls, addressing inquiries and providing guidance on hardship treatment options
  • Maintained accurate and concise documentation and records of customer interactions and solutions provided
  • Became proficient in multiple ANZ products, ensuring comprehensive knowledge to support customer needs
  • Negotiated payment arrangements with customers in arrears to minimize losses for the bank while maintaining strong customer service
  • Supported team leadership in training and mentoring new hardship specialists, promoting a collaborative and supportive team environment
  • Met and exceeded set goals and targets in a fast-paced environment, demonstrating adaptability and resilience.

Westpac Mortgage Operator at Startek

Westpac
05.2022 - 05.2023
  • Obtained stellar broker reviews for my exceptional organisation assisting clients through all aspects of mortgage process - including mortgage application, advising on outstanding documents, updating mortgage status, through to settlement
  • Consistently demonstrated high quality professionalism and customer service with brokers
  • Proactively and collaboratively worked with internal team to ensure claims are escalated where required
  • Affluent problem solving skills accompanied by a customer-centric mindset in the interest of finding the best solutions and outcomes for brokers
  • Conducted Outbound calls to brokers to inform them on interest changes and other information relevant to their file
  • Meeting and maintaining KPI's of under 5 minutes on both hold times and after call work to maximize number of broker files assisted in a day
  • Learning complex systems such as GoE (Generic Origination Engine) to fully maximize its potential.

Education

Bachelor of Applied Science (Psychology) -

University of RMIT
01.2025

Secondary Education -

Camberwell Grammer School
VIC
01.2020

Melbourne International School of Japanese
VIC
01.2019

Skills

  • Bilingual: English and Japanese
  • Communication
  • Client Relationships
  • Decision making
  • Leadership and Teamwork
  • Organisation
  • Customer service
  • Cash-handling
  • Inventory
  • POS transaction experience
  • Microsoft Office
  • Ability to work under pressure
  • Attention to Detail

References

  • Jason Le, jasonn.le@outlook.com, 0413577783
  • Dean Kotsimbos, Deankotsi12@gmail.com, 0459329423

Timeline

ANZ Hardship Consultant

ANZ
10.2023 - 06.2024

Westpac Mortgage Operator at Startek

Westpac
05.2022 - 05.2023

Bachelor of Applied Science (Psychology) -

University of RMIT

Secondary Education -

Camberwell Grammer School

Melbourne International School of Japanese

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Miloska Biondo