Junli Ma

• Customer onboarding, basic technology queries and everyday banking queries.
• Promoting core products and services such as Streamline, Savings on call, Mobile Banking App and Digital Banking Services, Visa, Term Investment, and selected Insurances as well as KiwiSaver.
• Solving simple customer queries, escalating or referring complex/ specialist queries as required.
• Educate customers on technology solutions to make their banking simple and easy.
• Assist customers with their banking queries through all channels customers contact us through ( including ACDC and DIME).
• Own my learning and development goals and objectives, and complete all compliance learning in timely manner.
• Be honored with multiple nominations for the Auckland West Region Brilliant Individual Customer Specialist Role and won the award in May, 2024.

Delivering clerical support by handling range of routine, correspondence management, document coordination and customer relations.

• Managed inventory control, cash control and store opening and closing procedures.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Supervised guests at front counter, answering questions regarding products.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.

• Trained employees in company and regulatory compliance requirements to promote conformance.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Assigned tasks and directed team of office clerks.
• Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-to-day duties accurately and efficiently.
• Worked flexible hours; night, weekend, and holiday shifts.
• Offered friendly and efficient service to clients, handled challenging situations with ease.