Summary
Overview
Work History
Education
Skills
Timeline
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Rose Aguila

Saint Albans,VIC

Summary

Dedicated customer service representative and decades of experience managing customer enquiries and fulfilling customer expectations and needs, Extensive knowledge of the latest banking regulations,rules and security procedures. Committed to providing customers with exceptional service that exemplifies the bank's company culture, mission statement and desire to create advocates for the business. Maintain a level of professionalism, patience and is bold in actively seeking ways to improve own capabilities. A team player who is always able educate and assist colleagues in any way possible.

Overview

32
32
years of professional experience

Work History

Online Origination Team

National Australia Bank
03.2021 - Current
  • Assist and communicate with customers during inbound and calls as per designated phone schedule.
  • Making out-bound calls to customers to either follow up information verification or required documents to be submitted.
  • Establish and create new to bank customers by completing their personal profiles.
  • Onboard simple business entities such Sole Traders, Companies and more complex entities which includes Partnerships, Public Companies, Trusts and Associations and Strata Titles which require detailed focus due to their structures and ownerships
  • Open Business Transaction accounts which will cater customer's everyday business banking needs for small and large business.
  • Applying KYC principles to each business application lodged online by checking and knowing about customer's identity as this will determine customer's risk such as Money Laundering, Terrorism financing or international Tax evasion. This will lead to better customer experience in which will assess customer's needs and good banking practice.
  • Complete verification of organizational structures and ownership in accordance with AML and KYC regulations
  • Introduction to Bank of Choice to customers who has an active business transaction account and who uses our digital channels and
    providing and establishing our relationship with customers by meeting more of their personal and business banking needs.
  • Being part of the Culture, Fun and Diversity and now Fun Society Champ. It all started with all 5 women from each EBBH team and our manager Adam. At the beginning we were all unsure of our purpose, brand and basically what to do and did brainstorm for a while. We would post significant events and Celebrations on our page and organise team birthday calendar for the whole team. The team is structured, and each member has its own responsibilities each fortnight. I am living up to my responsibilities by always enthusiastically updating the team on upcoming activities and collaborating with the other champs to ensure that days in the office are fun and engaging!
  • Currently being a customer experience Champ and along with my colleague Serena in Team Alpha, we have both conducted sessions amongst team members and discuss topics with will improve the Customer Experience Needs.

Service Advisor

National Australia Bank
07.2018 - 02.2021
  • Utilise best practice customer service skills to respond and address customers
  • Accurate data collection and recording
  • Utilises resources to consistently provide accurate information
  • Resolve routine customer enquiries, complaints and escalate where appropriate
  • Works collaboratively with colleagues in reaching a mutual outcome
  • Manages risk by adhering to authentication and fraud prevention procedures

Land Access Coordinator - Telecommunication

Skybridge Australia
06.2014 - 05.2018
  • Work closely with Delivery Partners/Stakeholders to ensure the coordination and execution of all work
  • Identify areas of heritage, environmental significance and cultural overlays
  • Issue appropriate notices to legal owners or body corporate for notification
  • Prioritising urgent tasks and resolving complaints

Customer Service Officer

Skybridge Australia
11.2010 - 06.2014
  • Scheduling customer's appointment
  • Quality Assurance through accurate collaboration with government bodies
  • Responds quickly to customer queries, needs and provide a resolution to the issue
  • Extensive knowledge in invoicing and upholding business warranty conditions

Administrative /Customer Service Officer

Department Of Human Services - Centrelink
07.1991 - 11.2010
  • Assist customers across a range of payments, programs and services via one or more service delivery channels
  • Assess customer's needs, entitlement and obligation, encourage the use of the self-managed services and front of house operations
  • Participate in quality assurance activities and check relevant legislations
  • Acting Team Leader

Education

Business Administration - Business Administration

Kangan Institute
Melbourne, VIC
07.1991

Associate Diploma of Accounting - Accounting

Kangan Institute
Melbourne, VIC
02.1991

High School Diploma -

St Aloysius College
Melbourne, VIC
11.1990

Skills

  • Excellent communication and interpersonal skills
  • Confident communicator with ability to quickly build rapport with others
  • Willingness to undertake new responsibilities and challenges
  • Capable of carrying out tasks quickly and efficiently
  • Quick learner and receptive to feedback

Timeline

Online Origination Team

National Australia Bank
03.2021 - Current

Service Advisor

National Australia Bank
07.2018 - 02.2021

Land Access Coordinator - Telecommunication

Skybridge Australia
06.2014 - 05.2018

Customer Service Officer

Skybridge Australia
11.2010 - 06.2014

Administrative /Customer Service Officer

Department Of Human Services - Centrelink
07.1991 - 11.2010

Business Administration - Business Administration

Kangan Institute

Associate Diploma of Accounting - Accounting

Kangan Institute

High School Diploma -

St Aloysius College

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Rose Aguila