Taylah Smith
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Banking & Finance industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialises in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lending Manager
Bank Of Queensland
05.2021 - Current
- Generated and managed a portfolio of potential customers, identifying and servicing their small business enterprise and retail finance needs.
- Proactively built relationships via business and networking initiatives, creating new lending opportunities with customers.
- Managed both simple and complex finance leads, ensuring clear understanding and successful execution of customer needs.
- Developed and carried out initiatives for cultivating customer loyalty & achieving lending targets.
- Generated local community brand and awareness by establishing strong relationships with strategic community groups and partnerships.
- Maintained consistent communication with customers regarding important milestones throughout the loan process, ensuring exceptional customer experiences.
- Cultivated strong relationships with colleagues within the organization.
- Successfully self-managed work schedule and locations in alignment with customer needs.
- Ensured timely completion of all job-related training including origination, compliance, operational and regulatory.
- Adhered to BOQs Credit and Risk Policy requirements.
- Demonstrated the BOQ values of Spirited, Optimistic, Curious, Inclusive, Accountable and Lionhearted to support the purpose of Building Social Capital through Banking.
- Participated and contributed to change initiatives aligned with the BOQ Group transformation strategy.
- Adhere to BOQ Group's Code of Conduct and role-specific policies to maintain legal adherence, regulatory compliance, and protect their esteemed reputation.
Customer Relationship Specialist
Bank of Queensland
06.2020 - 05.2021
- Demonstrated ability to understand and address customers' current and future financial needs, effectively promoting appropriate financial products and services. Connected customers with relevant specialist team members where applicable, to ensure excellent customer experiences.
- Executed loan maintenance requests for customers, managing their expectations throughout the process.
- Implemented proactive strategies to identify, monitor, and support vulnerable customers.
- Managed the provisioning of customer requested accounts and products/services while adhering to risk, regulatory, and compliance responsibilities. Delivered exceptional customer service by maintaining a professional and empathetic approach.
- Coached branch team members on quality customer conversations, leading to increased lead identification and referrals from transactions and enquiries.
- Effectively utilize systems to ensure accurate cash management, customer transaction handling, and lead recording.
- Maximized customer satisfaction by proactively engaging with clients, responding to their needs promptly, and fostering long-lasting connections.
- Provided efficient resolution of customer complaints by addressing issues on initial contact and directing customers to relevant departments as needed.
Customer Service Officer
Bank of Queensland
06.2019 - 06.2020
- Delivered outstanding customer experiences through performing transaction activities, identifying customer's current and future needs and goals, and providing detailed explanations of relevant financial products and services.
- Successfully executed the handling of customer requests for account creation and product/service provision while adhering to risk management principles. Ensured a high level of professionalism, empathy, and timeliness in delivering exceptional customer experiences.
- Identified unmet customer needs and referred them to appropriate specialist team members.
- Identified, monitored, and supported vulnerable customers proactively.
- Enhanced productivity through proficient handling of diverse systems like cash management, customer transactions, and lead/opportunity/service activity recording.
- Implemented effective customer engagement strategies by establishing consistent communication with both new and existing clients, leading to enhanced customer satisfaction and loyalty
- Understood and complied with the Code of Conduct and any additional policies and procedures which apply to the role to ensure BOQ Group excels, complies with laws and regulations, and upholds their reputation.
Store Services Assistant
Woolworths Supermarket
07.2019 - 06.2021
- Managed and processed payroll for entire store staff, performing calculations for wages, deductions, and benefits.
- Ensure compliance with legal regulations and company policies in payroll practices while staying updated on changes in payroll laws.
- Ensured accuracy in maintaining payroll records concerning employee time and attendance, leave records, and tax information.
- Generated and reviewed payroll reports for management and auditing purposes, including summaries and detailed analyses.
- Provided efficient resolution for payroll-related inquiries from employees, encompassing discrepancies and payment issues.
- Utilised payroll software to efficiently process payments while maintaining data integrity.
- Monitored and ensured compliance with local, state, and federal regulations, as well as company policies.
- Conducted regular audits and inspections to identify and address compliance issues in store operations.
- Prepared detailed compliance reports for management, identifying areas of concern and proposing strategies for improvement.
Customer Service Supervisor
Woolworths Supermarket
07.2017 - 07.2019
- Provided leadership and direction to the customer service team through supervision and mentoring.
- Implemented efficient staffing plans to guarantee adequate support during high-demand hours.
- Conducted performance evaluations and provided feedback to team members.
- Ensured customers received a superior level of service and satisfaction.
- Addressed and resolved complex customer complaints and issues promptly and effectively.
- Managed and monitored customer service area operations, ensuring smooth checkout processes and efficient front-line service.
- Ensured efficient training of new customer service staff and facilitated continuous development for existing team members.
- Ensured that the customer service area met company standards through effective oversight of cleanliness and organization.
- Maintained adherence to health and safety regulations by promptly addressing any related concerns.
Customer Service Team Member
Woolworths Supermarket
06.2016 - 07.2017
- Provided friendly and professional customer service to all patrons.
- Effectively addressed customer inquiries, concerns, and complaints.
- Demonstrate proficiency in accurately processing a range of payments through the efficient operation of the cash register, including both cash and card transactions.
- Maintained cleanliness and organisation in the checkout area.
- Maintained a clean and tidy store environment throughout all sections, including aisles, checkouts, and restrooms.
- Complied with health and safety standards to maintain a safe shopping environment.
- Collaborated with team members to achieve store goals and fostered a positive work environment.
- Actively engaged in team meetings and training sessions as necessary.
Education
Bachelor of Justice - Criminal Justice & Police Science
Queensland University of Technology
Brisbane, QLD12.2021
High School Diploma -
Ormiston College
Ormiston, QLD12.2018
Skills
- Verbal and written communication
- Operational Efficiency
- Regulatory Compliance
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Critical Thinking
Certification
- Australian Financial Services License Tier 2 Accreditation
- Bank of Queensland Owner-Manager Preparation Pathway Certificate
REFERENCES
References upon request.
Timeline
Lending Manager
Bank Of Queensland
05.2021 - Current
Customer Relationship Specialist
Bank of Queensland
06.2020 - 05.2021
Store Services Assistant
Woolworths Supermarket
07.2019 - 06.2021
Customer Service Officer
Bank of Queensland
06.2019 - 06.2020
Customer Service Supervisor
Woolworths Supermarket
07.2017 - 07.2019
Customer Service Team Member
Woolworths Supermarket
06.2016 - 07.2017
Bachelor of Justice - Criminal Justice & Police Science
Queensland University of Technology
High School Diploma -
Ormiston College
Similar Profiles
KARAN KAPADIAKARAN KAPADIA
Lending Specialist at Bank Of QueenslandLending Specialist at Bank Of Queensland
Karan KapadiaKaran Kapadia
Lending Specialist at Bank Of QueenslandLending Specialist at Bank Of Queensland
Ramya Keerthi PalleRamya Keerthi Palle
Digital Bank-Customer Service Representative at Bank of QueenslandDigital Bank-Customer Service Representative at Bank of Queensland
GEORGE MAHFOUDGEORGE MAHFOUD
Customer Consultant Specialist at Bank of QueenslandCustomer Consultant Specialist at Bank of Queensland
Danyelle LipponenDanyelle Lipponen
Lending Manager at Bank Of QueenslandLending Manager at Bank Of Queensland