Jacqueline Frederick
New Plymouth,Taranaki
Summary
Extensive experience at TSB, with a passion in the card space. Self-motivated, consistently driven to expand my knowledge. Proven ability to identify and assist in resolving complex payment issues. Skilled in navigating TSB card systems, reconciliation and collaboration, to ensure the best outcome for customers. Detail-oriented with strong communication skills.
Overview
9
9
years of professional experience
Work History
Senior Customer Specialist - Card Operations
TSB Ltd
03.2022 - Current
- Daily use of card systems and reporting.
- Monitoring inbox queries for payment and Interest queries including interest and cash reward breakdowns.
- Training team members, fostering a collaborative and knowledgeable work environment.
- Establishing procedures with a focus on process optimisation, specialising in the reconciliation space.
- Identifying payment issues efficiently, escalating when required.
- Collaborate with relevant internal and external teams to address issues effectively.
- Navigating user guides, manuals and reporting, ensuring queries are resolved accurately.
Card Support Specialist, Card Operations
TSB Ltd
03.2021 - 03.2022
- Established processes within card support inbox for Mastercard.
- Assisted in training new team members in card systems, disputes and cardsupport procedures.
- Daily Keying of batching in Unibanks, RCU and P1C systems,
- Processed card disputes for MasterCard and Visa.
Specialist - Product and Digital Support
TSB Ltd
09.2020 - 03.2021
- Specialised in frontline support for Visa, insurance, and kiwsaver
- Assisted the digital onboarding team with onboarding customers via the online channel.
- Handling inbox queries, complaints,processing disputes and Reconciliation of card accounts.
Customer Service Support Representative, CEC
TSB Ltd
05.2018 - 09.2020
- Assisted customers with enquiries, ensuring timely and accurate responses.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Provided training support for new staff.
Physiotherapist
Waikato District Health Board
02.2017 - 11.2017
- Conducted patient assessments to evaluate physical conditions and develop individualized treatment plans.
- Implemented evidence-based therapeutic exercises to enhance patient mobility and strength.
- Collaborated with healthcare professionals to ensure comprehensive patient care and effective rehabilitation strategies.
Education
Bachelor of Physiotherapy With Credit -
University of Otago
Dunedin, NZ01-2016
NCEA Level 3 -
New Plymouth Girls High School
New Plymouth, NZ01-2011
Skills
- Experienced in navigating TSB Cards system - P1C, Safer Payments, Mastercom & Outseer
- Proficient in Unibanks and Dynamics
- In depth understanding of card processes
- Strong focus on process optimization
- Detail-oriented and efficient
- Strong communication skills
- Proactive in skill development
- Team collaboration
- Adaptability and flexibility
Timeline
Senior Customer Specialist - Card Operations
TSB Ltd
03.2022 - Current
Card Support Specialist, Card Operations
TSB Ltd
03.2021 - 03.2022
Specialist - Product and Digital Support
TSB Ltd
09.2020 - 03.2021
Customer Service Support Representative, CEC
TSB Ltd
05.2018 - 09.2020
Physiotherapist
Waikato District Health Board
02.2017 - 11.2017
Bachelor of Physiotherapy With Credit -
University of Otago
NCEA Level 3 -
New Plymouth Girls High School