Rose Henshaw

Customer Verification Services team (CVS):

• Handled inbound and outbound calls effectively with customers and various business units.
• Reduced risk exposure by conducting thorough risk assessments and developing mitigation strategies.
• Worked along side branch staff members and bankers to deliver an efficient yet seamless verification process when onboarding entities.
• Developed a strong knowledge in areas of compliance and CBA processes when onboarding entities; Domestic Proprietary Limited, Domestic Public Company, Discretionary Trusts, Unit Trusts, Testamentary Trusts, Bare Trusts, Formal Partnerships, Joint Ventures, Deceased Estates, Self-Managed Super funds, Sole Trader, Business Names, Incorporated/ Unincorporated Associations, Australian Government Entities (State), Foreign Private Company Unregistered with ASIC, Unregistered Managed Investment Schemes and Registered Managed Investment Schemes.
• Liaised with customers to investigate shareholding and manage discrepancies across CBA internal system and ASIC/ ATO and foreign databases.
• Collection of documents and strong creditability to interpret share certificates, trust deeds, ASIC shareholding structures, partnership agreements, foreign shareholding structures, information memorandums, probates and proof of existence documents. To investigate third party shareholding between the individual/ company shareholder to the focus company being onboarded.
• Ensure KPI's and stats are met weekly.
• Maintained a strong quality assurance score.
• Completed verifications on entities within a tight time frame to meet SLA requirements.
• Assisted in AI data collection/ author for enhanced Identification validation standard operation procedure for bank wide usage.
• Completed KYC refresh (Know Your Customer) for existing customers to ensure due diligence is met and accurate information is captured for individuals.
• Completed NTB (New to Bank) checks for existing Australian residents and create a CBA profile in order to onboard/ verify related entities.
• Captured tax residency details for both entities and individuals, irrespective of their location in Australia or overseas.
• Held group activities for niche team and CVS wide.

Major Client Onboarding Team (MCG):

• Successfully finalised entities for high-net-worth clients, ensuring timely settlement.
• Proficient in gathering and analysing Know Your Customer (KYC) data for both international and domestic intricate business entities to ensure compliance with the Bank's reporting requirements.
• Skilled in cultivating and managing stakeholder relationships with frontline bankers in business banking by establishing mutual expectations and employing conflict resolution abilities.
• Working along side CBA business units: Major Client Group, Regional Agri Business- specialised Agribusiness Solutions and Commercial Banking.
• Efficiently working through the verification and checks of complex entity structures of 50 or more with reduced turnaround time whilst establishing rapport.
• Strong understanding and knowledge in regards to future shareholding for customers.
• Gathered information (ddq) for charity/ not for profit organisations, pubs/ clubs, online gambling, casino, currency exchange and crypto.
• Navigating shareholding for entities directly linked or indirectly listed on the Australian Stock Exchange and foreign comparable Stock Exchange.

AML/ CTF Knowledge:

• KYC point of reference for high-net-worth Business Banking frontline partners and operational risks teams.
• Subject matter Expert on individual onboarding and onboarding of different entity types:

- Foreign Company

- Foreign Trust/ Partnerships

- Limited Partnerships

- Regulated Trusts

- Unregistered entity with ASIC

• Effectively and calmly managing difficult situations presented through escalations
• Manage time in a fast paced environment
• Managing our customer lines, adviser lines, adviser remuneration lines, part of our technology team
• Completed successfully a 6 month program to be an Emerging Quality Coach Associate
• Weekly Spotlight Award Winner
• Servicing multiple stakeholders whilst focusing on complex commission enquiries for MLC Aligned and External/Independent Advisers.
• Communicating with several internal and external stakeholders within the business (Distribution team, Administration, Licensee Support, MLC Life etc)
• Assisted facilitators in training induction groups and Upskills
• Working with Different administration teams, team leaders, quality coaches and team member to implement the SUPER Framework on a day to day basis
• Experience in using various systems such as live chat, outlook, CRMS, Capsil, AWD, Powerpoint, Excel and Microsoft Word
• I have assisted Quality Coaches in monitoring and evaluating calls ensuring representatives are fulfilling our SUPER framework and compliance

• Gather and collate loan documentation from clients and prepare applications for submission to different lenders
• Order valuations with different lenders, experience in using VMS, Core logic and Valex
• Follow up on loan submissions, speak with credit to clarify loan scenarios and follow through until settlement
• Handle post settlement queries from clients such as pricing, loan switches and discharges
• Attend client meetings with broker and assist broker in structuring loan applications
• Responsible for client management and retention
• Responsible for day to day running of the business, making appointments, attending workshops and CRM inputting

• Evaluated inventory and delivery needs, optimising strategies to meet customer demands
• loading and unloading of goods
• Answered customer queries in person and over the phone
• Managed Beauty
• Contacted customers and prospects in regards to products in order to achieve company goals of selling mass amount of goods and services
• Forged and nurtured impact relationships with customers and co-workers to cultivate loyalty, boosting customer satisfaction ratings by 100%
• Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects
• provided primary customer support to internal and external customers in a fast-paced environment

• Preparation and creating the vast range of pizza orders
• Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures
• Cleaned and sanitised dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads
• Completing over the phone pizza orders
• Maintained composure and work quality while under stress
• Organised, arranged and re-stock various stations, pizza bases, pizza toppings and pizza sauce
• Handled money, balanced tills and processed credit card payment batches