Nicolas van de Sandt
Melbourne,VIC
Summary
Undergraduate with a strong work ethic and a hunger to learn and self-develop, possessing very good interpersonal and communication skills. Effective and committed team player with people management skills. Well-developed customer service and stakeholder management techniques to focus on and maintain high levels of customer satisfaction. Strong project and risk management skills to focus on achievement business outcomes. Open-minded and willing to embrace new methods and concepts to continually focus on improving all areas of business to improve ways of working and operational effectiveness. Proven ability to establish and maintain excellent communication and relationships with clients.
Overview
3
3
years of professional experience
Work History
Hardship Consultant
ANZ Bank
11.2024 - Current
- Provided exceptional customer care by addressing concerns promptly and offering alternative solutions when necessary.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Assisted call-in customers with their enquiries.
- Managed high call volume with exceptional professionalism and efficiency.
- Logged call information and solutions provided into internal database.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Assessing customers income, expenses, and liabilities,
- Implement strategies to alleviate their financial burdens and improve their overall experience.
- Manage Customer escalations and provide Customers with one call resolution
Customer Care
NAB
03.2024 - 11.2024
- Understanding Customer Hardship: The first step is to listen actively to the customer's situation
- This might involve financial difficulties such as job loss, medical expenses, or unexpected bills
- Empathetic Response: Offering empathy and understanding is crucial
- Acknowledging the customer's challenges helps in building trust and rapport
- Exploring Options: Banks usually have various options to assist customers facing financial hardship
- These could include: Payment Plans: Adjusting repayment schedules to make them more manageable
- Fee Waivers: Temporarily or permanently waiving certain fees
- Interest Relief: Reducing or temporarily suspending interest charges
- Refinancing or Loan Modification: Adjusting the terms of loans to lower payments
- Providing Guidance: Advising customers on how to prioritize expenses and manage their finances during tough times can be invaluable
- This might involve referring them to financial counselors or budgeting resources
- Documentation and Follow-Up: Documenting the hardship case properly and following up regularly to ensure that the solutions provided are effective and sufficient
- Compliance and Regulations: Ensuring that all assistance provided complies with internal policies and regulatory requirements is essential to maintain transparency and fairness
- Continuous Improvement: Banks often review their hardship assistance processes to identify areas for improvement and ensure they are meeting the needs of customers effectively
Collection Officer
NAB
10.2023 - 03.2024
- During my time as a Collection Officer at NAB, I effectively managed a portfolio of accounts, ensuring timely collection of payments and maintaining positive relationships with clients
- Implemented strategies to reduce outstanding debts and improve collection efficiency
- Collaborated with internal teams to resolve customer queries and disputes
- Tracked and monitored the progress of individuals using data collection and graphing, allowing for informed decision-making
- Monitored customer accounts for overdue payments and initiated collection activities
Building Manager
NFS Melbourne
12.2021 - 10.2023
- Undertake frequent inspections in order to oversee the presentation and maintenance of the building assets, ensuring high standards of appearance at all times
- Comply with and implement the Owners Corporation Rules
- Ensure all essential services contracts are maintained and all documentation is fully executed and in place
- Maintain and update the security system, including contractor keys and swipes
- Implementation of preventative maintenance services
- Comply and implementation of the waste management plan
- Attend office and team meetings, and be an active contributor when required
- Build ongoing relationships with other operatives within the business to source and refer opportunities
- Positively support the implementation of the business and the division's strategic plans
- Correct utilization of company systems, inputting data to enable accurate reporting
- Maintain the resident database and contractor file management system
Concierge
NFS Southbank
12.2021 - 07.2022
- Parcels handling
- Meeting and Greeting
- Levels check
- Boilers check including Pool, Sauna, hot and cold water
- Compactors room
- Supervise security guards and cleaners
- CCTV Monitoring
- Handling Complaints (Noise, loud music and all building related)
- Reservations (Boardroom, Visitors car park, executive lounge and cinema room)
- Check booking system
- Prepare for real estate inspection
- Collect and log parcels
- Patrol of common area and external
- Weekly audit (Check bookings, parcel audit, key audit, COC list update, site keys audit, gym induction, de-activate move out key, COC and Bond follow up)
Education
Bachelor Business Managment - Business Management
RMIT
Melbourne, VIC11.2022
Foundation Studies - Business
RMIT
Melbourne, VIC01.2017
Skills
- Critical thinking and problem solving
- Computer Skills
- Conflict Resolution
- Communication Skills
- Ability to Work in a Team
- Fast Learner
- Effective Time Management
- Ability to Multitask
- Microsoft Office
- Decision Making
- Problem Solving
- Ability to Work Under Pressure
- Customer service
- Time management
- Communication
- Teamwork
- Financial control
- Assessments
- Client engagement
- User support
Websites
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Hardship Consultant
ANZ Bank
11.2024 - Current
Customer Care
NAB
03.2024 - 11.2024
Collection Officer
NAB
10.2023 - 03.2024
Building Manager
NFS Melbourne
12.2021 - 10.2023
Concierge
NFS Southbank
12.2021 - 07.2022
Bachelor Business Managment - Business Management
RMIT
Foundation Studies - Business
RMIT
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