Monique Fourie

• Conduct comprehensive financial hardship assessments by reviewing customer income, expenses, supporting documents, and eligibility under Westpac’s Financial Assistance Framework.
• Negotiate sustainable repayment arrangements using capacity-to-pay analysis, behavioral patterns, and risk indicators to recommend tailored solutions, including moratoriums and loan variations.
• Manage a portfolio of hardship and delinquent accounts, monitor adherence to repayment arrangements, and identify early signs of re-default to reduce credit risk.
• Managing a few accounts that I have taken to affordability forum to see if we need further hardship assistance.
• Maintain accurate, audit-ready documentation across customer relationship and collections systems to support compliance, traceability, and effective case management.
• Apply strong knowledge of the National Credit Code, Banking Code of Practice, ASIC, AFCA, and internal risk and privacy requirements in all customer interactions and decisions.
• Identify and escalate customer vulnerability indicators, including financial abuse, mental health concerns, and high-distress situations, in line with vulnerable customer standards.
• Collaborate with internal and external stakeholders, including Lending, Credit Risk, Disputes, and External Collections teams, to progress complex cases and support restructuring or legal processes.
• Communicate complex credit information with empathy and clarity, helping customers understand their options, obligations, and potential outcomes while maintaining professionalism.

• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
• Provided tailored repayment solutions and referred customers to independent financial advice when appropriate.

• Perform hydra-mesotherapy, micro-needling, plasma treatment and light therapy services to clients in a professional, safe and hygienic manner.
• Scheduled client appointments and maintained accurate bookkeeping records.
• Enhanced client satisfaction by providing personalized beauty consultations and recommending suitable treatments.
• Grew sales with great work ethic, individualized beauty care plans and positive attitude.
• Expanded service offerings by staying up-to-date with industry trends and participating in continuing education opportunities.

• Face to face demonstrations on a machine, listening to their needs and seeing how we can cater for them.
• Account management
• Problem solving with service, account, orders, training.
• Hosting workshops and events for groups to come together and learn more on the product and change it can make in their home.
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.

• Built and maintained productive working relationships with each medical practice through in-depth product and process training, comprehensive support, and open communication channels.
• Created and executed marketing and upselling campaigns to increase the account value of existing clients.
• Consistently maintained accurate client data that led to a seamless user experience, utilising “3C” on the CRM system, a customer relationship management program.
• Meticulously reported on weekly and monthly performance data to inform management decision making.
• Provided technical support services including troubleshooting as required.
• Acted as liaison between company''s technical staff and clients by translating complex product/service specifications into easily digestible formats for non-expert audiences to comprehend during sales pitches or consultation sessions held thereof via proa
• Maintained detailed records of all client interactions, transactions, and correspondence, ensuring easy retrieval of information when needed and promoting transparency in communication across the team.

• Successfully converted leads to sales through providing a high standard of client care, cross selling, member upgrades and client outreach.
• Conducted comprehensive market research to understand health analysis, and targeted client attraction activities accordingly.
• Delivered presentations and consulted with potential corporate clients to boost sales.
• Undertook reporting and analysis of call data to identify and address business opportunities and pressures.
• Maintained accurate client records using “Sparkfolios” on CRM system, a customer relationship management program.
• Negotiated contracts and closed sales with new and existing clients.
• Leveraged CRM tools to effectively manage leads, ensuring timely follow-up and improved conversion rates.

• Developed tailored and appropriate quotations that met customer needs.
• Meticulously drafted and edited policies to ensure they were fit for purpose.
• Trained and developed junior colleagues to work both independently and confidently.
• Built and maintained productive working relationships with clients, resulting in excellent client retention and higher than average sales.

• Carefully administered claims from registration through to supplier bookings and payments.
• Consistently updated client files to ensure information was current and accurate.
• Established positive working relationships with clients and suppliers that assisted in the timely completion of claims.

• Gained extensive knowledge in insurance claims, underwriting, quoting, cancellations, returned debts, payments and non-payments for both commercial and personal products.
• Regularly visited clients and dealerships to provide advice and generate new business.
• Developed marketing concepts based on product research and data gathering.

• Confidently delivered engaging and thought-provoking education activities aligned to curriculum.
• Supported and nurtured children whilst encouraging them to express themselves in a safe environment.
• Partnered with families and administered care and learning in line with their requirements.