Summary
Overview
Work History
Skills
Timeline
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Rhianna Shueard

Bedford Park,SA

Summary

Detail orientated and compliance focused banking professional with experience in Virtual Banking customer service, home loan servicing and financial advice. Throughout my journey with Westpac, I have had a strong passion for identifying safe risk cultures and ensuring our customers have the highest level of compliant service and support. I am currently my teams Risk Champion, and have taken on the responsibility for identifying, and controlling risk trends. I regularly keep up to date with internal compliance and emerging risk issues, and ensure my team are aware of and confident in any process and regulatory changes.

I am seeking to continue my development into a virtual monitoring and risk analyst role, and leverage my internal knowledge and expertise.

Overview

9
9
years of professional experience

Work History

Lending Connect Banker

Westpac Group
05.2024 - Current
  • Service RRB customers at first point within our customer service contact centre, specialising in home loan servicing and personal advice conversations.
  • Delivered high quality customer service, ensuring each customer is provided with support to meet their expressed and unexpressed needs
  • Handle complex customer inquiries, and resolve complaints with professionalism, empathy, and a focus on accurate first point resolution.
  • Undertook Risk Champion for my team, to ensure best practices and keep up to date with compliance and process changes.
  • Kept strong and up to date knowledge of polices, regulatory compliances and system processes to provide accurate and compliant support.
  • Accurately documented all customer interactions and account maintenance requests within the relevant CRM system.

Supervisor

Gloria Jeans Coffee
02.2017 - 05.2024
  • Implemented safety protocols to maintain compliance with industry standards.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organise workflows.

Skills

  • Home Loan Specialist, servicing RRB customers
  • Personal Advice Accreditation (OCC)
  • Risk identification, analyst and mitigation
  • Effective team and individual contributor
  • Detail orientated and accuracy driven
  • Customer care driven

Timeline

Lending Connect Banker

Westpac Group
05.2024 - Current

Supervisor

Gloria Jeans Coffee
02.2017 - 05.2024

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Rhianna Shueard