Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

SARAH DAVENPORT

Menai,NSW

Summary

Dynamic Branch Lead at Teachers Mutual Bank with expertise in cash management and staff training. Proven track record in enhancing operational compliance and resolving member complaints effectively. Skilled in process improvement and team leadership, driving exceptional customer service and fostering a high-performing branch environment.

Overview

30
30
years of professional experience

Work History

Branch Lead – Homebush Branch

Teachers Mutual Bank
01.2005 - Current
  • Order and Maintain Branch cash limits
  • Mentor and train new and current staff
  • Observe staff interactions with clients via multiple channels - counter, email, secure message, phone
  • Assign duties and work schedules (rosters)
  • Conduct monthly cash audits
  • Monitors branch security
  • Deal with member complaints effectively and in a timely manner – both in written format and verbally
  • Assess and sign off staff Training Templates and Competencies in line with Assessor’s Competency Procedures and guidelines
  • Conducted testing for new system upgrades
  • Training staff in system upgrades
  • Maintain current procedures and create new procedures via Process Manager as the process expert
  • Monthly balancing of GL’s
  • Provide current and accurate information on all products and services either face to face or over the phone
  • Identify members/customers’ needs and discuss appropriate products and services
  • Cross sell products
  • Recognise sale referral opportunities
  • Process new memberships and maintain current accounts
  • Business Accounts
  • Term Deposits
  • Process and cross sell foreign exchange products

Sales and Service Assistant

Suncorp Metway
01.2003 - 01.2004
  • Process customer transactions and manage cash float in accordance with policies and procedures
  • Recognise sales opportunities and make referrals
  • Meet targets
  • Help with account enquiries
  • Process foreign transactions
  • Accept insurance payments
  • Create Compulsory Third Party Insurance policies
  • Create insurance policies
  • Working as part of a team

Member Transaction Officer

Community First Credit Union
01.2001 - 01.2003
  • Process member transactions and manage cash float
  • Assisting members and potential members with products and service enquiries
  • Recognise sales opportunities and make referrals
  • Strive to achieve 100% accuracy in transactions and cash float

ATM Reconciliations Officer

Credit Union Services
01.1998 - 01.2001
  • Balancing rediteller ATMs
  • Investigating outages with the machines
  • Locating cardholder claims
  • Data Entry
  • Providing assistance to Credit Unions
  • Working as part of a team
  • Assisting team members with balancing problems

Member Service Officer

Endeavour Credit Union
01.1996 - 01.1998
  • Cash Handling
  • Loading/processing loans and funding loans
  • Obtaining Credit Reference checks
  • Answering customer enquiries – face to face and over the phone
  • Assisting team members to reconcile cash and problems
  • Reconciling cash and days’ work
  • Processing term deposits/cash and cheque deposits and withdrawals
  • New members – opening accounts, ID verification
  • Providing assistance to members

Education

Bachelor of Education - Early Childhood

Charles Sturt University
01.1996

Higher School Certificate -

01.1993

Skills

  • Cash management
  • Staff training
  • Customer service
  • Complaint resolution
  • Branch security
  • Process improvement
  • Operational compliance
  • Team leadership

Training

  • FSR Compliant Tier 2
  • Privacy Act
  • Allianz Insurance product knowledge
  • Workplace Assessment- UTS Training and Development Services
  • Developing Leadership Skills – Teachers Mutual Bank
  • Writing Everyday Documents – Training People
  • Effective People Management – Australian Institute of Management
  • Dealing with Difficult People – Uni of Sydney
  • Member Aggression Procedure Workshop – FirstAction
  • Working Smart with Microsoft Outlook
  • Coachsmart

Timeline

Branch Lead – Homebush Branch

Teachers Mutual Bank
01.2005 - Current

Sales and Service Assistant

Suncorp Metway
01.2003 - 01.2004

Member Transaction Officer

Community First Credit Union
01.2001 - 01.2003

ATM Reconciliations Officer

Credit Union Services
01.1998 - 01.2001

Member Service Officer

Endeavour Credit Union
01.1996 - 01.1998

Bachelor of Education - Early Childhood

Charles Sturt University

Higher School Certificate -

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SARAH DAVENPORT