Justine Hakeke
Western Heights,Rotorua
Summary
Accomplished Consultant at The Co-operative Bank, adept in client engagement and risk assessment, enhanced customer satisfaction through innovative banking solutions and meticulous service. Skilled in MS Office and client rapport, I significantly contributed to meeting sales goals. My approach combines integrity, cultural awareness, and a focus on performance tracking, driving positive outcomes and fostering strong client relationships. Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Consultant
The Co-operative bank
Central, Rotorua
12.2014 - Current
- Maintained positive working relationship with fellow staff and management.
- Facilitated training sessions for new employees on company policies and procedures.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Analyzed clients' financial statements to offer customized banking solutions.
- Facilitated the loan application process, from documentation collection to approval communication.
- Analyzed customer data to identify trends or potential opportunities for cross-selling or upselling banking products and services.
- Provided assistance with online banking setup including password resets, account maintenance.
- Conducted risk assessments for high-value transactions to prevent fraud and financial loss.
- Reconciled discrepancies between internal systems records related to customer accounts.
- Managed client accounts, ensuring accurate transaction processing and exceptional service delivery.
- Assisted customers by answering banking questions and recommending solutions.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Ensured compliance with all regulatory requirements during the process of account opening and management.
- Conducted daily audits of cash transactions to ensure accuracy and adherence to internal controls.
- Advised customers on bank products, services and financial planning options.
- Researched account information regarding loans and deposits.
- Discussed client financial options to keep customers informed regarding transactions.
- Verified accuracy of documents submitted by customers for loan applications or other financial transactions.
- Organized paperwork associated with daily banking operations such as loan applications or account changes.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Assisted clients in setting up online banking services, enhancing accessibility and convenience.
- Conducted financial analysis to assess loan eligibility and risk factors, contributing to informed lending decisions.
- Developed relationships with customers, providing exceptional customer service to ensure satisfaction.
- Identified customer needs and recommended appropriate banking solutions.
- Reconciled cash and checks against computer records at end of shift.
- Processed account opening and closing requests, deposits, withdrawals, loan payments, transfers.
- Provided customer service and support for customers regarding banking products and services.
- Negotiated terms and rates for loans and lines of credit with clients.
- Trained new employees on banking products, services, and compliance standards, fostering a knowledgeable workforce.
- Resolved customer inquiries and complaints, ensuring satisfaction and compliance with banking regulations.
- Helped customers understand and use mobile applications and online banking.
- Educated customers on features, benefits, and usage of various banking products and services.
- Ensured compliance with applicable laws and regulations relating to financial transactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered customer inquiries via phone, email, and face to face.
- I have kept up to date with all relevant training in relation to my job role.
- Researched our products and services that The Co-operative bank have to offer including third party providers such as IAG and Fisher Funds Kiwisaver.
Customer Service Representative
New Zealand Post and Kiwibank
Central, Rotorua
05.2011 - 11.2014
- Maintained a high level of professionalism when dealing with difficult customers.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified opportunities for upselling additional products or services based on customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided exceptional customer service to ensure customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided accurate information about products and services to customers.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Customer Service
Travelex
Rotorua , Rotorua
05.2010 - 05.2011
- Foreign Currency cash handling of multiple currencies
- Followed company policies regarding customer service standards.
- Maintained a safe working environment by adhering to security protocols, including monitoring access to secure areas.
- Performed daily cash reconciliations and researched discrepancies.
Retail Assistant
Cotton On
Rotorua, Rotorua
02.2010 - 05.2010
- Engaged with customers and recommended products based on needs and requests.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Maintained cleanliness and organization of store shelves and displays.
- Cleaned shelves, counters and tables to maintain organized store.
- Answered customer inquiries regarding product features, pricing, and availability.
Assistant Store Manager
RYOS
Queensgate Mall, Lower Hutt
01.2009 - 02.2010
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Maintained inventory by checking merchandise to determine levels.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Supervised cash handling processes to ensure accuracy of transactions.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Checkout Supervisor
Pak n Save
Rotorua, Rotorua
04.2004 - 01.2009
- Trained, managed and motivated employees to promote professional skill development.
- Counted and balanced registers.
- Maintained up-to-date knowledge of store products and services.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Developed strategies to improve customer satisfaction levels at the checkout counter.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Used Point of Sale register system to complete transactions.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Assisted with inventory control processes including tracking stock levels.
- Directed and supervised staff performance.
- Verified customer age requirement for alcohol or tobacco purchases.
- Performed regular audits of registers and POS systems for accuracy.
- Ensured accuracy of customer transactions by verifying items and pricing.
- Maintained cleanliness standards at all checkout counters throughout the store.
Education
Level 3 And 4 NCEA - Tourism
Toi Ohomai Institute of Technology
Moturoa, NZ12-2009
Secondary Education
Western Heights High School
Rotorua, NZ12-2003
Skills
- Reporting writing
- Time management
- Change management
- Goal setting
- Reports and documentation
- Client requirements assessment
- Client rapport
- Client engagement
- Problem-solving
- Decision-making
- Processes and procedures
- Research and development
- Risk assessment
- Performance assessments
- MS office
- Multitasking and organization
- Verbal and written communication
- Client relationships
- Attention to detail
- Integrity and honesty
- Cultural awareness
- Performance tracking
Languages
English
Professional
Maori
Limited
Timeline
Consultant
The Co-operative bank
12.2014 - Current
Customer Service Representative
New Zealand Post and Kiwibank
05.2011 - 11.2014
Customer Service
Travelex
05.2010 - 05.2011
Retail Assistant
Cotton On
02.2010 - 05.2010
Assistant Store Manager
RYOS
01.2009 - 02.2010
Checkout Supervisor
Pak n Save
04.2004 - 01.2009
Level 3 And 4 NCEA - Tourism
Toi Ohomai Institute of Technology
Secondary Education
Western Heights High School
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