- Painting
- Gardening
- Going for walks
- Listening to music
- Cooking and baking
- Travelling
- Going to the footy (AFL) with family
- Beach trips
Susan Baroutha
Bossley Park,NSW
Summary
Dedicated to delivering outstanding customer experiences through effective communication and problem-solving skills. Possesses strong ability to manage inquiries, resolve issues promptly, and provide detailed product information, ensuring customer satisfaction and loyalty. Known for being conscientious and maintaining accuracy in all tasks. Brings solid knowledge and skills to role of Customer Advisor.
Overview
44
44
years of professional experience
Work History
Customer Advisor
National Australia Bank
03.1981 - 09.2024
- Proactively offering assistance to improve the customer experience
- Educating customers on digital banking options and self service tools
- Understanding customer financial goals and providing tailored solutions
- Resolving complaints efficiency while ensuring customer satisfaction
- De-escalating tense situations and remaining calm under pressure
- Building long term relationships to increase customer loyalty
- Assisting customers with NAB's online and mobile banking services
- Guiding customers on digital tools like ATMs and self service kiosks
- Troubleshooting basic technical issues for online banking users
- Supporting customers in setting up and using NAB banking apps
- Processing transactions efficiently while maintaining accuracy
- Handling cash and payments with attention to detail
- Assisting with account inquiries, updates and applications
- Maintaining customer records with confidentiality and compliance
- Working towards Key Performance Indicators (KPIs) and targets
- Collaborating with branch colleagues and other departments to improve service
- Adapting to new policies, regulations and technologies
- Willingness to participate in ongoing training and professional development
- Understanding of financial literacy principles
- Knowledge of NAB's banking policies and procedures
- Compliance with Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations
- Identify fraudulent transactions and reporting suspicious activity
Education
High School Diploma -
Fairfield Girls High School
Fairfield, NSW01-1980
Skills
- Excellent customer service
- Clear and professional communication
- Problem solving and patience
- Handling customer inquiries and complaints
- Team work and collaboration
- Attention to detail and accuracy
- Time management and organisation
- Adaptability and flexibility
Interests
Awards
- NAB Annual Gala Event - Recognise NAB's Top Performers in Australia (2012)
- NAB Annual Gala Event - Recognise NAB's Top Performers in Australia (2013)
- Shine - Prestige Destination Holiday - Top 100 Employees in Australia (2014)
- Multiple Trophies and Milestone Tenure Gifts
Timeline
Customer Advisor
National Australia Bank
03.1981 - 09.2024
High School Diploma -
Fairfield Girls High School
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