Nicola Byway
Brisbane,QLD
Summary
Customer obsessed team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Ready to help team achieve company goals.
Overview
3
3
years of professional experience
Work History
Financial Assistance Coordinator
Great Southern Bank
Brisbane, QLD
01.2023 - Current
- Collaborate with team members to exchange ideas and share best practices, enhancing overall productivity.
- Demonstrated professionalism when dealing with sensitive client information by adhering to strict confidentiality protocols.
- Managed caseloads efficiently by prioritising tasks, and keeping within SLA requirements.
- Developed customised payment plans for customers, effectively addressing individual needs and circumstances.
- Advocated for customers'' needs, communicating with other agencies and organisations to help them access additional resources and support.
- Identified opportunities for process improvements within the department, contributing to a more efficient workflow system.
- Provided compassionate support to customers during difficult financial situations, fostering trust and rapport.
Collections Officer
Great Southern Bank
Brisbane, QLD
01.2023 - 06.2023
- Advised customers of necessary actions and strategies for debt repayment.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Maintained high volume of calls and met demands of busy and productive group.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Certificate III - Financial Services
MEGT
11.2021
Skills
- Managing Hardship inbox
- Data accuracy and verification
- Account Monitoring
- Goals and Performance
- Handling sensitive information
- Verifying information through supporting documentation
- Time management
Timeline
Financial Assistance Coordinator
Great Southern Bank
01.2023 - Current
Collections Officer
Great Southern Bank
01.2023 - 06.2023
Certificate III - Financial Services
MEGT