Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Selma Dervishi

Kings Park,VIC

Summary

Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills. Looking to further develop my skills and grow in a progressive organization.

Overview

12
12
years of professional experience

Work History

Bank Manager

NAB
Werribee, VIC
08.2023 - Current
  • Developed and implemented strategies to increase customer satisfaction ratings.
  • Conducted quarterly performance reviews for branch employees.
  • Created and maintained a positive work environment within the branch.
  • Analyzed financial data to identify trends and opportunities for improvement.
  • Monitored loan portfolio performance, risk management activities, and compliance with regulatory requirements.
  • Performed daily audits of cash drawers, deposits, withdrawals, transfers.
  • Provided guidance and training to team members in order to ensure proper procedures were followed consistently.
  • Reviewed customer complaints and took appropriate action as needed.
  • Coordinated with other branches to ensure smooth operation across all locations.
  • Resolved customer inquiries quickly and efficiently while maintaining excellent service standards.
  • Assisted customers with account openings, closings, transfers, payments.
  • Maintained strict confidentiality of customer information at all times.
  • Ensured compliance with banking laws and regulations through periodic review of internal policies.
  • Managed daily workflow including assigning tasks to staff members.
  • Conducted regular meetings with staff members to discuss progress towards goals.
  • Participated in community events related to banking services provided by the bank.
  • Investigated suspicious transactions that could be linked to money laundering activities.
  • Provided first-rate customer service by identifying and addressing customer concerns and inquiries.
  • Created sales action plans to consistently meet employee retention, profit, customer experience and lending goals.
  • Directed team members in authorizing loans and opening checking and savings accounts.
  • Processed and approved international and domestic wire transfers, cashed checks and posted deposits and withdrawals.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Conducted reviews and evaluations for cost-reduction opportunities.
  • Coaching team members

Home Loan Specialist

NAB
Werribee, VIC
05.2021 - 08.2023
  • Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
  • Complied applications and paperwork and double-checked for accuracy.
  • Submitted applications to credit analysts.
  • Informed customers of application deadlines, approvals and denials.
  • Gathered client debt, credit and income information to determine loan eligibility.
  • Verified applicant information by consulting with outside agencies, credit bureaus and businesses.
  • Helped clients fill out loan applications and find ideal loan options.
  • Met with applicants to obtain information for loan applications and answer questions about loan process.
  • Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information.
  • Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
  • Clarified mortgage loan process details to educate borrowers.
  • Met with applicants to obtain information for loan applications and answer questions about processes.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Informed customers of loan application requirements and deadlines.

Customer Advisor

NAB
Melbourne, VIC
03.2020 - 05.2021
  • Gained thorough knowledge of full range of personal banking products and services to make expert recommendations.
  • Responded and assisted customers with account inquiries and updates.
  • Entered transactions into computer and issued customer receipts.
  • Explained bank services, financial products and applicable fees to customers.
  • Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Opened new transaction, savings, business accounts
  • Superannuation account opening, company account opening
  • Using systems such as Ebobs, Nabone, OBP and Siebel.
  • Maintained confidentiality of bank records and client information.
  • Trained employees on cash drawer operation.
  • Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.

Wealth Service Representative

MLC/NAB
Melbourne, VIC
04.2019 - 03.2020
  • Resolved customer concerns with friendly and knowledgeable service.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Upheld strict standards for quality and performance.
  • Audited customer account information to identify issues and develop solutions.
  • Taking inbound calls from customers and financial advisers
  • Solving queries in relation to superannuation accounts
  • Knowledge in Superannuation products
  • Handling queries promptly

Customer Service Manager

Morgan's SUPA IGA Delahey
Delahey, VIC
09.2015 - 01.2019
  • Managed day-to-day store operations, including supervision and assignment delegation for team members
  • Opening store each day
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Managed department schedules to maximize coverage during peak hours.
  • Recruited, managed and mentored an average of 10 new customer service representatives per year.
  • Exceeded specific team goals and resolved issues by partnering with staff members to share and implement customer service initiatives.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Delivered exceptional customer service to grow business, resolve issues and maximize customer experience.
  • Supervised and trained 30 customer service team members to provide exceptional service throughout the entire experience.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Resolved customer questions, issues and complaints.
  • Mentored junior team members and managed employee relationships.
  • Reconciled documentation discrepancies, ensuring correct reporting to senior leadership.
  • Addressed negative customer feedback immediately.
  • Trained staff on operating procedures and company services.
  • Creating rosters for an average of 35 team members each week
  • Exceeding expectations on roster budgeting and organizing of staff members on roster
  • Ordering of stock

Cash Office

Morgan's SUPA IGA Delahey
Delahey, VIC
06.2013 - 01.2019
  • Balanced daily cash deposits and bank vault inventory with a zero error rate.
  • Delivered prompt, accurate and excellent customer service.
  • Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
  • Daily count and deposit of cash made each day
  • Written reports each day and balanced
  • Balancing end of week work including sales and cashier data for each week
  • Excepting and preparing change money for each day
  • Making sure any cashier issues are resolved
  • Making sure any errors made relating to transactions made at the store are fixed
  • Managing customer complains in regards to cash or Eftpos errors
  • Providing cashier draws and re conciliating draws at end of shifts
  • informing, training and updating employees on cash procedures and store routines, while occasionally assisting colleagues on the store floor.
  • Trained employees on cash drawer operation.

Cashier Customer Service

Morgan's SUPA IGA Delahey
Delahey, VIC
03.2013 - 01.2019
  • Analyzed customer interactions to identify needs, provide resources and promote excellent service.
  • Maintained adequate cash supply in cash drawers in multiple checkout stations.
  • Composed and routed correspondence in a timely and accurate manner.
  • Provided telephone reception for important and time-sensitive calls.
  • Served as company's bilingual Bosnian and English Customer Service Representative.
  • Opened and closed the store, which included counting cash drawers and making bank deposits.
  • Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
  • Helped customers select products that best fit their personal needs.
  • Answered customers' questions and addressed problems and complaints in person and via phone.
  • Processed merchandise returns and exchanges.
  • Worked as team member, performing cashier duties, product assistance and cleaning.

Education

<ul><li>Certificate III Business Administration (SET Solutions)</li><li>Certificate I Vocational Preparation</li></ul> -

2012

Skills

  • Exceptional Organizational and planning skills
  • Excellent Customer service and communication skills
  • Quick Learner
  • Able to work in a team environment
  • Reliable
  • Self-motivated
  • Dedicated
  • Focused on customer satisfaction
  • Management of remote employees
  • Team management
  • Fluent in Bosnian
  • Strong communication skills
  • Staff training and development
  • Time management
  • Cash handling accuracy
  • Invoice processing
  • Employee scheduling
  • Markdown/promotional procedures
  • Excellent multi-tasker
  • Cash register operations
  • Cash distribution
  • Sharp problem solver
  • Resolution-oriented
  • Cheerful and energetic
  • Large cash/check deposits expert
  • MS Office proficient
  • OBP, Siebel
  • Loan Processing
  • Credit analysis
  • Documentation Review
  • Income Evaluation
  • Loan portfolio growth
  • Loan Feasibility Assessment
  • Attention to Detail
  • Portfolio Management
  • Banking operations
  • Employee Training Oversight
  • Relationship Building
  • Staff Training

References

Finny George

RCE

0455 075 085

Timeline

Bank Manager

NAB
08.2023 - Current

Home Loan Specialist

NAB
05.2021 - 08.2023

Customer Advisor

NAB
03.2020 - 05.2021

Wealth Service Representative

MLC/NAB
04.2019 - 03.2020

Customer Service Manager

Morgan's SUPA IGA Delahey
09.2015 - 01.2019

Cash Office

Morgan's SUPA IGA Delahey
06.2013 - 01.2019

Cashier Customer Service

Morgan's SUPA IGA Delahey
03.2013 - 01.2019

<ul><li>Certificate III Business Administration (SET Solutions)</li><li>Certificate I Vocational Preparation</li></ul> -

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