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Service Specialist – Inbound Service Manager
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Competencies
Demonstrated experience with Administrative Support & Office Coordination.
Demonstrated experience with Meeting / Operational Coordination.
Demonstrated experience with Planning, Organisation & Time Management.
Demonstrated experience with Customer & Stakeholder Service.
Demonstrated experience with Query, Complaint & Conflict Resolution.
Education
Languages
Summary
Professional profile
Experience
Service Specialist – Inbound Service Manager
Maintained and monitored the accuracy of merchant/client information and database records, ensuring information was captured and kept current.. Coordinated vendor installations and de-installations and followed up with internal teams, vendors and reconciliation functions to ensure operational actions were completed.. Managed client queries, complaints and service requests, providing professional telephonic and written support and driving resolution within required turnaround times.. Extracted and monitored open service calls, escalated items outside SLA and provided follow-up to support timely closure.. Prepared, compiled and distributed business reports, installation/de-installation lists and management information.. Built effective relationships with internal and external stakeholders and fostered a client-first service culture.. Applied process, control, risk and compliance requirements and supported operational risk management through escalation and process reviews.. Analysed client call logs and complaints to identify service issues and opportunities for improved service delivery.. Provided administrative and operational support delegated by management and contributed to projects and process/product enhancements.
Consultant – Customer Services, Business Bank
Provided customer service support by receiving, processing and verifying information accurately and within required timeframes.. Managed customer information files and communicated changes to relevant departments to support accurate and efficient service delivery.. Handled internal and external enquiries, including difficult or unusual situations, and coordinated appropriate solutions.. Prepared, generated and distributed daily, weekly and special reports, including activity and statistical summaries.. Maintained detailed call activity records and conducted follow-up calls with customers where concerns or questions required further attention.. Supported standards, policies and procedures for customer service and participated in continuous improvement initiatives.. Maintained accurate customer records and performed system maintenance across electronic files and internal applications.. Worked with branch and regional offices to resolve issues, facilitate solutions and enhance customer service.
Processing Officer – Business Bank
Processed client transactions and information accurately, ensuring records, correspondence and administrative actions were completed within agreed timeframes.. Managed mail and administrative functions and maintained accurate client records.. Collated and analysed processing data to identify patterns and discrepancies and escalated issues appropriately.. Prepared information and reports for review and supported projects and initiatives as required.. Built and maintained relationships with internal and external stakeholders and tailored communications to the audience.. Applied relevant policies, procedures and legislative requirements to day-to-day work.
Customer Service Clerk – Branch Network
Provided front-line customer service, explained products and procedures, processed account and service documentation and resolved customer queries.. Maintained customer information, processed paperwork and performed day-to-day administrative activities.. Investigated and corrected customer record or transaction errors in line with bank procedures.. Supported customer needs through accurate referrals, service explanations and professional communication.. Coached and supported colleagues and contributed to consistent service standards.
Bank Teller Manager – Branch Network
Managed daily teller operations, cash controls, reconciliations, customer transactions and prescribed security procedures.. Ensured transactions were accurate, authorised and compliant with bank controls, audit requirements and regulatory standards.. Handled customer enquiries and complaints, resolved issues at first point of contact where possible and escalated appropriately.. Maintained registers, customer files and control documentation and supported branch administration.. Identified customer needs and sales opportunities while maintaining a high standard of professional service.. Applied fraud-prevention, anti-money-laundering and other risk-control requirements in daily operations.