Rebecca Day
Rochedale,QLD
Summary
Proactive leader with a strong focus on risk management and compliance oversight. Successfully implemented targeted initiatives to improve customer engagement and operational controls, contributing to measurable business growth in competitive markets.
Overview
11
11
years of professional experience
Work History
Branch Manager
Bank of Queensland
New Farm, QLD
03.2025 - Current
- Led end-to-end branch operations, delivering tailored banking and lending solutions focused on customer satisfaction.
- Drove sustainable growth in asset and liability portfolios through targeted sales strategies and local initiatives.
- Coached and mentored a diverse team to achieve branch objectives and enhance performance.
- Cultivated a positive workplace culture aligned with BOQ values, prioritizing engagement and retention.
- Ensured compliance with BOQ policies, AML/CTF obligations, and risk management frameworks.
- Maintained accountability for branch risk management, audit readiness, and operational controls.
- Strengthened local community presence through proactive relationship-building with customers and businesses.
- Executed business development initiatives to enhance customer engagement and deepen relationships.
Customer Service Manager
Bank of Queensland
New Farm, QLD
04.2022 - 03.2025
- Lead the delivery of exceptional customer service, ensuring a customers-first experience across all branch interactions
- Support the Branch Manager in day-to-day branch operations, ensuring service, sales, and compliance standards are met
- Coach, develop, and support branch staff to build capability, confidence, and engagement
- Monitor and manage service performance, queue management, and workflow to optimise customer experience
- Drive achievement of service, referral, and sales targets
- Ensure compliance with BOQ policies, AML/CTF requirements, responsible lending obligations, and operational procedures
- Act as a key point of escalation for customer issues and complaints, resolving matters promptly and professionally
- Support branch risk management by maintaining operational controls, audit readiness, and incident reporting
- Assist with staff onboarding and training
- Promote a positive, inclusive team culture aligned with BOQ values and wellbeing initiatives
- Identify opportunities to deepen customer relationships through referrals to lending, business banking, and specialist internal teams
- Maintain branch presentation and security
- Support local community engagement activities and branch business development initiatives
Customer Relationship Specialist
Bank of Queensland
Springwood, QLD
04.2019 - 04.2022
- Managed customer enquiries via phone and email, delivering timely, accurate, and professional responses
- Built and maintained strong customer relationships to ensure high levels of satisfaction and trust
- Performed cash handling duties in accordance with BOQ policies, procedures, and security standards
- Resolved customer complaints effectively using sound judgement and problem-solving skills
- Conducted proactive outbound calls to engage customers and support service and sales initiatives
- Identified opportunities to cross-sell and upsell relevant products and services based on customer needs
- Actively participated in daily team meetings to share customer feedback, discuss trends, and support new initiatives
Barista and Supervisor
Biscuit Cafe
Springwood, QLD
11.2014 - 04.2021
- Supervised daily operations in high-volume coffee shop, ensuring efficient service and workflow.
- Prepared and served barista-quality beverages, maintaining consistent quality and presentation standards.
- Led food preparation and managed lunch service, coordinating staff to meet peak demand.
- Trained and supervised new baristas on coffee preparation, safety regulations, and cash handling procedures.
- Managed inventory levels, monitored stock usage, and coordinated reordering to ensure adequate supplies.
- Maintained cleanliness, organization, and food safety standards across all work areas.
- Performed cash handling and end-of-day reconciliation according to company procedures.
- Supported team performance through hands-on leadership and adherence to operational standards.
Education
Certificate -
Aviation Australia
Brisbane, QLD08-2019
Certificate -
Mater Education
Brisbane, QLD10-2017
Skills
- Branch leadership and team development: building, coaching, and mentoring high-performing, engaged teams
- Customer relationship management: delivering exceptional service and long-term relationship growth
- Sales & Business Growth: Driving sustainable growth in deposits, lending, and referral initiatives
- Risk & Compliance Oversight: Ensuring adherence to BOQ policies, regulatory obligations, and responsible lending
- Community and stakeholder engagement: strengthening branch presence and partnerships in the local market
- Conflict Resolution & Problem Solving: Managing escalated customer and staff issues with professionalism
- Change Leadership & Adaptability: Leading teams through operational and strategic change initiatives
- Strategic Planning & Decision Making: Identifying opportunities to drive revenue, efficiency, and customer satisfaction
References
References available upon request.
Timeline
Branch Manager
Bank of Queensland
03.2025 - Current
Customer Service Manager
Bank of Queensland
04.2022 - 03.2025
Customer Relationship Specialist
Bank of Queensland
04.2019 - 04.2022
Barista and Supervisor
Biscuit Cafe
11.2014 - 04.2021
Certificate -
Aviation Australia
Certificate -
Mater Education