Jane Liuteine-Fruean

• Supported the distribution teams to ensure they have the capability and confidence to have effective
  conversations with customers about their investment needs.
• Built and maintained relationships with key internal and external stakeholders, including Kiwibank senior
  channel leaders, Regional Managers, National Sales Managers and Branch Managers.
• Provided coaching and training to Sales and Service leaders (coach the coach) and frontline staff across
  designated regions / channels to raise the capability and confidence in frontline staff.
• Promoted the profile of KiwiSaver and Managed Funds as a key growth strategy for Kiwi Wealth and the
  importance of protecting customers.
• Implemented coaching and training plans for designated regions/channels, and contribute to the provision
  of coaching and training content to relevant support teams.
• As a subject matter expert, kept abreast of industry changes and ensure regions/channels are up to
  date with relevant changes, requirements and expectations.
• Monitored and measured learning effectiveness including providing feedback to sales staff, leaders, senior
  channel, regional and product owners.
• Maintained an up-to-date knowledge and understanding of financial products, services and regulations.
• Contributed to the design and development of coaching and training initiatives that deliver quality sales
  and capability uplift.

Achievements:

• Rolled out the new relationship process and training with the Kiwibank team/branches via Teams
  during Covid.
• Managed the RFP process for the bid employer choice KiwiSaver for the Woolworths company. Supported and rolled out the updates for the Training modules for KiwiBank staff.

• Responded to queries from our Customer Services, Advisors, Custodians/Banks and other parts of
  Operations
• Timely and accurate generation of client transactions, monitoring client fund transactions
• Reconciled Cash balances at custodian/banks against portfolio management software
• Portfolio set up in our management software, Cash maintenance on Portfolios (regular cash sweep
  between bank accounts, facilitate client deposits/withdrawals)

Achievements:

• Created training documents for the processes on tasks whilst supporting roll out of new Operations process for cash sweeps

• Line manager to Administration staff, responsible for supporting the team and running team meetings.
• Reviews/Approvals for Perm Emigration withdrawals documentations completing it within SLA 3-5 days.
• The point of contact for Scheme Administrators to ask Technical questions regarding Estates and interpreting legislation with withdrawals.

Achievements:

• Promoted to a Line Manager role for administration staff which involved training and development for
  team
• Created and implemented new digital payments process for withdrawals
  

• Processed all member payments in a timely manner
  o Sent out all payment confirmations to member confirming payments
  o Update member withdrawal information in Database
• Reviewed First Home withdrawal documents ensuring completion within the SLA 3-5 days
• Approved all payments within ASB
  o Saved all payment documents to correct folders
  o Approved all Direct Debit payments
• Checked and ensured all withdrawal documentation were ready for payment, after peer checking
• Sought assistance and guidance from Risk & Compliance to better improve work in the Customer Service
  Team
• Continued process improvement and system development in the group area.

• Provided an elevated member experience to new and existing members
• Handled high volume paperwork and emails and liaised with internal departments as well as Scheme members
• Processed Bank Statement reconciliation to assist Operations
• Managed various types of member withdrawals from start to finish which included investigating and solving member enquiries and complaints in a timely and empathetic manner
• Directed calls to appropriate individuals and departments
• Maintained strong relationships with internal departments in particular Risk and Compliance team
• Processed application forms for new member’s joining Kiwi Wealth, ensuring they met CDD/AML
  requirements
• Completed bank reconciliations for Kiwi Saver
• Processed payments for Private Portfolio clients which included managing deposits and withdrawals for
  clients, as well as processing tax payments for Kiwi Wealth and Private Portfolios
• Trained new recruits
• Dealt with customer complaints and ensured that process is met