Summary
Overview
Work History
Skills
Timeline
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Sam Haley

Brisbane

Summary

Customer-focused and results-driven professional with a proven track record in client relationship management, onboarding, and financial product support across leading institutions including ANZ, HSBC, and Smartly. Recognized for progression and performance, with experience in KYC/AML compliance, data migration, and proactive account growth. Known for building trust with clients, adapting quickly to complex environments, and consistently delivering high service standards.

Overview

4
4
years of professional experience

Work History

Customer Relationship Manager

Smartly (Datacom)
08.2023 - 04.2025
  • Led the implementation process for complex client accounts during the onboarding phase, ensuring a seamless transition to Smartly’s payroll platform.
  • Promoted from Junior Customer Relationship Manager to Customer Relationship Manager in 8 Months, due performance, client management excellence, and ability to manage complex onboarding projects.
  • Provided hands-on support in extracting and migrating data from clients’ previous payroll software as part of a paid service offering.
  • Proactively managed a portfolio of clients by maintaining regular contact, addressing inquiries, and delivering a high standard of service to drive satisfaction and retention.
  • Identified and pursued upselling opportunities within the client base, successfully promoting higher-tier service plans to meet evolving customer needs and increase revenue.
  • Collaborated with internal teams (e.g. sales, product) to troubleshoot implementation challenges and continuously improve onboarding processes.

Premier Assistant Relationship Manager

HSBC Bank (New Zealand)
08.2022 - 08.2023
  • Supported both retail and corporate banking teams by preparing comprehensive credit checks for prospective clients, ensuring accuracy and completeness of necessary documentation.
  • Proactively gathered client information by asking targeted questions and coordinating with internal teams across the world, streamlining the pre-approval process for Relationship Managers.
  • Arranged and conducted in-person meetings with retail clients to collect onboarding documentation, understand client banking needs, and introduce HSBC’s of financial services.
  • Facilitated the completion of Know Your Customer (KYC) and Anti-Money Laundering (AML) compliance processes, ensuring full adherence to regulatory standards in New Zealand and assisting internally for preparing documents regarding overseas KYC & AML.
  • Acted as a key liaison between clients and Relationship Managers, helping ensure a smooth onboarding experience and timely service delivery.

Customer Service Consultant

ANZ Bank New Zealand
08.2021 - 09.2022
  • Promoted from Customer Service Consultant to Personal Banking Consultant due to Product Knowledge and managing high call-volumes on a consistent basis.
  • Advised customers on a range of personal banking products including credit cards, personal loans, overdrafts, and superannuation, ensuring tailored financial solutions aligned with individual needs.
  • Built strong rapport with customers through active listening and needs-based conversations, driving product uptake and enhancing customer satisfaction.
  • As Customer Service Consultant, resolved day-to-day banking enquiries across accounts, transactions, and digital services, consistently delivering a high standard of service.

Skills

  • Microsoft Excel
  • HubSpot CRM
  • Microsoft Office Suite (Outlook, Word, PowerPoint)
  • Payroll Software Systems (eg, Smartly, MYOB, Xero, Employment Hero, Datapay)
  • KYC & AML Compliance
  • Upselling & Cross-Selling
  • Point of Contact
  • Relationship Management

Timeline

Customer Relationship Manager

Smartly (Datacom)
08.2023 - 04.2025

Premier Assistant Relationship Manager

HSBC Bank (New Zealand)
08.2022 - 08.2023

Customer Service Consultant

ANZ Bank New Zealand
08.2021 - 09.2022

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Sam Haley