Thi Kim Nhung Nguyen
Altona North,VIC
Summary
Dynamic Customer Relationship Specialist with a proven track record at BOQ, excelling in risk assessment and compliance. Recognized for enhancing operational standards and fostering a culture of accountability. Strong attention to detail and effective communication skills contributed to outstanding customer satisfaction and branch performance, achieving a “Satisfactory” result in internal audits.
Overview
15
15
years of professional experience
Work History
Customer Relationship Specialist
BOQ (Corporate)
07.2016 - Current
- Appointed by Branch Manager as Branch Risk Champion, leading ISmart operational compliance across daily, weekly, monthly, and quarterly cycles. Ensured timely identification, escalation, and resolution of operational risks in accordance with BOQ policies.
- Partnered with Branch Manager to identify team-wide gaps in product and procedural knowledge, delivering targeted coaching to strengthen staff capability, protect customer outcomes, and reduce financial and reputational risk.
- Support BM to conduct monthly Risk Control Self-Assessments (RCSA) via ISmart, , helping the branch pinpoint areas for improvement and reinforce internal controls.
- Collaborated on detailed risk reviews, with a focus on KYC onboarding, CNC documentation in the CEP system, and other key operational processes. Insights from these reviews directly informed coaching and action plans designed to reduce recurring errors and strengthen overall compliance.
- Work closely with BM to review branch's Risk Performance Dashboard on monthly basis to identify the trend. Collaborated on action plans to reduce, control, or eliminate identified risks.
- Played a key role in coaching the CSO by working with branch leadership to identify gaps in procedural and product knowledge, and provided tailored guidance to improve compliance awareness and minimise risk exposure.
- Collaboration was central to my approach. Liaised with cross-functional teams (ONS, Network QA, Retail Op Risk, FSO team) to escalate procedural ambiguities requiring updates, report operational risk concerns, and investigate potential fraudulent activity, promoting a culture of shared knowledge, inclusivity and risk awareness.
- Strengthened customer relationships through proactive engagement and lead management in CEP, generating quality referrals for home and business lending opportunities.
- On the customer side, I supported personal and business account setups, processed credit card and EF inquiries, managed loan maintenance tasks like SDRR, LACR, top-ups, and security variations, with precision, care and adherence to compliance standards.
- I also supported the CSO with teller operations, ATM servicing, and cash management, ensuring everything ran smoothly and securely.
- Delivered exceptional customer service by identifying financial needs and offering tailored solutions, contributing to improved customer satisfaction and retention.
- Resolved customer concerns promptly and professionally, reinforcing trust and loyalty within the branch network.
Customer Service Manager
BOQ - OMB
06.2010 - 06.2016
- Supported Branch Manager in monitoring operational activities and maintaining compliance across branch functions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with internal teams to resolve issues quickly, ensuring seamless customer experiences.
- Managed credit card and personal loan applications, providing clear support and timely processing.
- Led and coordinated the service team, fostering a positive work environment focused on teamwork and collaboration.
- Assisted Lenders throughout all phases of home loan processing, from initial inquiry to settlement, ensuring seamless customer journeys.
- Completed loan maintenance tasks with precision and care.
- Contributed to a positive team culture by promoting accountability, attention to detail, and customer-first values.
Education
No Degree - Financial Services
Finsia
Melbourne, VIC10.2006
Bachelor of Science - Computing
Swinburne University of Technology
Melbourne, VIC03.2006
High School Diploma -
Victoria University
Melbourne, VIC03.2003
Skills
- Strong attention to detail
- Strong problem-solving abilities
- Effective task prioritization
- Experienced with BOQ tools and systems
- Collaborative team player
- Risk assessment expertise
- Proactive and self-motivated
- Effective communication
- Efficient deadline management
Accomplishments
BOQ Corporate - ACHIEVEMENT:
Consistently demonstrated commitment to managing ISmart and branch-level risk controls with precision and accountability. Over the past three financial years, this dedication contributed to our branch being recognized for outstanding performance in ISmart Risk Reviews:
- FY23 Q4: Our branch was acknowledged by Branch Risk Manager as a role model for others in the region, setting a benchmark in operational risk management.
- FY24 Q2 (April 2024): We achieved a “Satisfactory” result in our Branch Internal Audit, reflecting our commitment to compliance and operational excellence.
- FY24 Q4: I was personally commended by Branch Risk Manager for my dedication in ISmart, my strong risk-focused mindset, and my reliability in taking swift, effective action when needed.
- FY25 Q2 & Q3: Our branch received praise from Branch Risk Manager, State Management, and the Head of Network Performance for consistently upholding a strong risk culture and demonstrating best practice in compliance.
- Consistently delivered personalised service with genuine care, contributing to the branch's strong Promoter NPS results over last three consecutive financial years.
- Regularly received customer compliments for exceptional service, responsiveness, and attention to individual needs.
- Recognised by former Branch Manager and State Management team as a regional role model for accountability, curiosity, inclusiveness, and lionhearted leadership.
BOQ OMB -ACHIEVEMENT:
- Consistently exceeded personal sales targets and KPIs, demonstrating a spirited approach to performance and a strong sense of accountability.
- Recognised by customers and leadership for lionhearted service—resolving challenges with confidence, empathy, and professionalism.
- Contributed to the branch's regional recognition for outstanding customer service, consistently driving satisfaction and loyalty.
Languages
English
Professional Working
Vietnamese
Native or Bilingual
Timeline
Customer Relationship Specialist
BOQ (Corporate)
07.2016 - Current
Customer Service Manager
BOQ - OMB
06.2010 - 06.2016
No Degree - Financial Services
Finsia
Bachelor of Science - Computing
Swinburne University of Technology
High School Diploma -
Victoria University
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