Pauline Fidow
Redbank,QLD
Summary
Goal-driven banking professional well-versed in managing diverse customer needs with speed and efficiency. Maximizing satisfaction and bank revenue through hands-on service and support, knowledgeable product recommendations and persuasive communication skills. Banker familiar with setting up new accounts for customers, maintaining security and supporting an Excellent organizational, relationship-building and documentation skills. Prepared to offer fifteen years of related experience to a challenging position with room for advancement.
Overview
19
19
years of professional experience
Work History
Customer Banking Consultant
ANZ AUSTRALIA
02.2023 - Current
- Communicated lending decisions to customers.
- Contacted prospective clients to generate new loans, deposits and business to achieve company production goals.
- Extended and sustained relationships with customers to maintain and grow business.
- Worked with customers to procure updated financial information on continuous basis.
- Coordinated with various divisions and departments in servicing of routine banking transactions.
- Followed-up on loan exceptions to achieve timely clearings.
- Educated customers on features and benefits of banking products and services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Opened, closed, and updated accounts for customers.
- Evaluated client financial positions and identified most appropriate banking products.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Balanced teller drawers and ATM cash.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Processed customer applications and approved loans in accordance with bank policy.
- Generated reports and analysis of customer data to identify trends and potential business opportunities.
- Built and maintained portfolio of loans to meet established goals and objectives.
- Discussed financial options with clients and provided informed suggestions.
- Met with members to understand goals and recommend solutions to fit specific needs.
- Networked to identify potential new clients and expand geographic territories.
- Liaised with customers and funding sources to identify and remove roadblocks to business funding.
Personal Banker Officer
ANZ NEW ZEALAND
03.2008 - 12.2022
- Maintained in-depth product and service knowledge for well-informed customer advice.
- Implemented strategies to increase customer retention, enabling investment growth.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Engaged departments in customer satisfaction initiatives to uplift service ratings.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Cultivated strong customer relationships by providing tailored advice and services.
- Analyzed customers' financial information to deliver personalized account guidance.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Adapted products and services to suit customers' changing financial circumstances.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Continually boosted branch production and revenue by 60% by consistently meeting all monthly and quarterly sales goals.
- Increased daily sales by 50% by upselling banking products and financial services to customers.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Responded to customer inquiries regarding new accounts and account services.
- Verified customer identity and reviewed documentation for accuracy.
- Provided customers with additional information regarding account services.
- Maintained customer records and updated account information.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
Personal Assistant to the Owner
TLE CONSTRUCTION LTD
01.2021 - 01.2022
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained appropriate filing of personal and professional documentation.
- Kept detailed track of household and maintenance inventory and schedules.
- Displayed absolute discretion at handling confidential information.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Sourced and ordered office equipment and supplies.
- Organized and attended meetings and compiled related documents and reports.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Attended meetings, took notes and tracked action items.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Served as point of contact between clients and managerial staff.
- Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
- Documented and distributed meeting notes to identify, analyze, and improve workflows.
- Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Filed paperwork and organized computer-based information.
- Updated and maintained confidential databases and records.
- Answered high volume of phone calls and email inquiries.
- Worked with senior management to initiate new projects and assist in various processes.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Created and managed office systems to efficiently deal with documentation.
- Handled incoming and outgoing mail, email and faxes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Took notes and dictation at meetings.
- Screened personal and business calls and directed to appropriate party.
- Wrote reports, executive summaries and newsletters.
- Led staff and vendors in providing high level of service for owner and guests.
Customer Service Supervisor
PAK'N SAVE SUPERMARKET NZ
02.2005 - 12.2007
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Education
High School Diploma -
MANUREWA HIGH SCHOOL
AUCKLAND NEW ZEALAND11.2007
Skills
- Employee Training Assistance
- Regulatory Compliance & Consumer Banking
- Loan Closing & Financial Institution Regulations
- Documentation Skills & Professional Demeanour
- Creative Thinking & Strategic Planning
- Building Customized Solutions & Analytical thinking
- Loan Approvals & Credit Solutions Guidance
- Educating Clients & Customer Service-Oriented
- New Account Setup, teller support & bank Sales
- Goal Planning & Prospect Calling
- Products and Services Knowledge
- Analyzing Performance
- Loan Payment Processing
- Due Diligence
Languages
Samoan
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Banking Consultant
ANZ AUSTRALIA
02.2023 - Current
Personal Assistant to the Owner
TLE CONSTRUCTION LTD
01.2021 - 01.2022
Personal Banker Officer
ANZ NEW ZEALAND
03.2008 - 12.2022
Customer Service Supervisor
PAK'N SAVE SUPERMARKET NZ
02.2005 - 12.2007
High School Diploma -
MANUREWA HIGH SCHOOL
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