Summary
Overview
Work History
Education
Skills
Timeline
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Penny Baker

Laidley,Australia

Summary

Dynamic Customer Care Lead at Heritage Bank with a proven track record in enhancing the experience for customers experiencing vulnerability. Skilled in regulatory compliance and team management, I excel in strategic problem-solving and advocacy, driving initiatives that foster inclusivity and support. Passionate about empowering teams to achieve exceptional service standards.

Overview

15
15
years of professional experience

Work History

Customer Care Lead

Heritage Bank
Toowoomba, QLD
05.2021 - Current
  • The primary function of the role is to enhance the maturity of the bank to identify and support customers who may be experiencing vulnerability.
  • Main contributor to developing a framework and governance, from inception, to provide an inclusive banking experience for all customers, referencing both the Banking Code of Conduct and the Customer Owned Banking Code of Conduct.
  • Lead contributor to develop internal material to support bank employees in adapting their service standards to support customers experiencing vulnerability.
  • Focusing on all facets of vulnerability, notably financial abuse, family and domestic violence, and elder abuse.
  • Work with key stakeholders to identify and understand risks when supporting customers experiencing vulnerability.
  • Collaborate effectively with internal and external stakeholders, including other financial providers.
  • Actively participate, when appropriate, with customers with lived experiences to improve products and services, notably in family and domestic violence.
  • Manage challenging and complex situations by balancing the needs of the customer with the obligations of the bank.
  • From my experience, I have highly developed written, verbal, and interpersonal communication skills, which include interacting empathetically with individuals who may be affected by challenging situations, such as family and domestic violence, financial difficulty, serious health issues, disabilities, and other life-altering events.
  • Demonstrate a high level of time management skills, and work to deadlines while under pressure.
  • Work with industry specialists to develop and enhance my specific skill set.

Customer Relations Manager

Heritage Bank
08.2016 - 01.2022
  • Collaborate effectively with internal and external stakeholders in resolution of complaints and disputes in accordance with RG165 and RG271.
  • Lead periodic reviews of Heritage’s dispute resolution and privacy procedures and policies.
  • Exercise independent and commercial judgment within broadly defined policies and practices to determine best methods for achieving desired result within customer experience strategy.
  • Liaise and communicate regularly with dispute resolution bodies, regulators and law enforcement.
  • Resolve allegations of no-compliance with privacy policies and practices.
  • Regularly prepare reports for Board, Executive Committees and CEO on customer issues.
  • Proactively promote and continually assist the knowledge and skills of customer facing staff to enable effective first point complaint resolution.
  • Manage complex matters at both the IDR and EDR level notably those with potential negative brand impact.

Team Leader

Heritage Bank
05.2013 - 08.2016
  • Motivate, develop and lead a team of Member Service Officers to deliver exceptional customer service.
  • Inspire and influence direct reports to achieve sales targets as well as meeting centre KPI for service levels.
  • Consistently achieve and demonstrate a high level of positive customer service to both internal and external stakeholders.
  • Manage skill and will of direct reports by identifying what drives the member service officer. Reframing limiting beliefs and value conflicts.
  • Take ownership of high end complaints as directed by Customer Relations Manager or Service Manager Working to find a solution that is acceptable to both business and customer needs.

Senior Member Service Officer

Heritage Bank
05.2012 - 05.2013
  • Demonstrate a consistently high level of Sales through Service by meeting all sales targets and KPI’s set for the role.
  • Inspire, influence and motivate fellow team members to also achieve their own sales targets and KPI’s through positive role modeling.

Member Service Officer

Heritage Bank
09.2010 - 05.2012
  • Provide a high level of customer service.
  • Consistently meet all sales targets and KPI’s.
  • Ensure technical skills and product knowledge are kept up to date.
  • Contribute to a positive upbeat team environment.

Education

Accidental Counsellor -

Lifeline

Intensive Negotiation Skills -

Clayton Utz
01.2017

Leadership Program -

Heritage Bank
01.2016

Cert IV Frontline Management -

Heritage Bank
01.2015

Cert IV Banking Service -

Heritage Bank
01.2011

Cert IV Training and Assessment -

Business Success Group
01.2010

Skills

  • Team management and mentoring
  • Customer service and support
  • Written and oral communication
  • Interpersonal skills and empathy
  • Strategic planning and problem solving
  • Organizational skills and time management
  • Vulnerability identification
  • Customer advocacy
  • Regulatory compliance

Timeline

Customer Care Lead

Heritage Bank
05.2021 - Current

Customer Relations Manager

Heritage Bank
08.2016 - 01.2022

Team Leader

Heritage Bank
05.2013 - 08.2016

Senior Member Service Officer

Heritage Bank
05.2012 - 05.2013

Member Service Officer

Heritage Bank
09.2010 - 05.2012

Accidental Counsellor -

Lifeline

Intensive Negotiation Skills -

Clayton Utz

Leadership Program -

Heritage Bank

Cert IV Frontline Management -

Heritage Bank

Cert IV Banking Service -

Heritage Bank

Cert IV Training and Assessment -

Business Success Group

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