Victor D’Lima
Auckland,New Zealand
Summary
Detail-oriented banking professional with a strong focus on accuracy in high-volume inquiries and fraud investigations. Expertise in managing customer accounts and delivering quality service across payments and investment products. Committed to operational compliance and enhancing customer satisfaction through effective problem resolution.
Overview
25
25
years of professional experience
Work History
Customer Experience Representative
Kiwibank
Auckland, New Zealand
02.2023 - Current
- Supported customers in fast-paced contact centre, managing high volume of operational and service-related banking enquiries to ensure timely resolutions.
- Process customer instructions accurately across accounts, payments, savings and investment products.
- Provide end-to-end support for term deposits and savings products, ensuring correct setup, funding, and compliance.
- Managed credit card servicing, addressing disputes, processing limit changes, and coordinating follow-up actions to enhance customer satisfaction.
- Submitted, tracked, and supported fraud and scam reports, conducted payment investigations, and handled operational escalations to mitigate risks.
- Maintain a strong focus on accuracy, documentation, and adherence to Kiwibank controls and procedures.
Customer Service Agent
Flybuys Australia
02.2022 - Current
- Managed customer accounts and adjustments, ensuring accuracy through detailed investigation.
- Resolved customer issues efficiently, consistently meeting service and quality standards.
- Assisted customers with inquiries regarding loyalty program benefits.
- Resolved customer complaints effectively and professionally.
- Provided product information to enhance customer shopping experience.
Owner / Operator
Subway Franchise
05.2013 - 12.2021
- Managed business operations including payroll, reconciliation, cash handling, and reporting to ensure financial accuracy and operational efficiency.
- Completed GST and PAYE returns while maintaining accurate financial records to support compliance and informed decision-making.
- Adhered to operational standards and compliance regulations, demonstrating accountability and minimizing risk.
Personal Banker
ANZ Bank
01.2004 - 01.2013
- Opened and maintained personal banking accounts to enhance client relationships and satisfaction.
- Processed personal lending and credit card applications, ensuring compliance with policy and managing risk effectively.
- Guided clients on banking and insurance products to meet their financial needs and goals.
- Supported operational branch activities including reconciliation and end-of-day processes.
Customer Service Representative / Teller
ASB Bank
01.2001 - 01.2004
- Provided reliable customer service, ensuring operational and balancing requirements were consistently met.
- Assessed customer needs and directed them to suitable opportunities, enhancing customer engagement.
- Performed accurate teller transactions including cash handling, deposits and withdrawals.
Skills
- Excel expertise
- Banking systems
- Customer relationship management
- Fraud investigation
- Operational compliance
- Financial analysis
- Data documentation
- Operational management
Professional Development Focus
Actively building knowledge across core banking operations, including payments, transaction processing, investigations, and settlement activities. Committed to ongoing learning and strengthening understanding of legislative, regulatory, and compliance requirements, with a strong focus on continuous improvement.
Timeline
Customer Experience Representative
Kiwibank
02.2023 - Current
Customer Service Agent
Flybuys Australia
02.2022 - Current
Owner / Operator
Subway Franchise
05.2013 - 12.2021
Personal Banker
ANZ Bank
01.2004 - 01.2013
Customer Service Representative / Teller
ASB Bank
01.2001 - 01.2004