Kelsi Matthews
Lower Hutt,Wellington
Summary
I am a reliable, honest, and motivated person. I am a team player and can work autonomously with ease. I consider myself a people person and can build and maintain relationships with a wide variety of different people. I have high attention to detail and thrive in busy environments. Thinking on my feet, whilst also maintaining a high standard in everything I do is a strong skill I possess. I am seeking a change in my career – something that will challenge me and provide the ability to learn some new skills along the way whilst utilizing the skills I already have.
Overview
13
13
years of professional experience
Work History
Home & Business Banker
ANZ Aotearoa
Wellington
02.2016 - Current
- Core role – providing and assessing home and small business lending to customers in a contact centre/digital environment within my own discretion
- Extensive use of all frontline banking systems, policies & procedures
- Extensive credit policy knowledge – ensuring bank and legal policies are met alongside responsible lending.
- Complaint handing and resolution and ensuring they are documented appropriately, as per procedure
- Dealing with and following through the entire complaint process from initial contact to resolution
- Building strong relationships with colleagues within my department and other departments of the business
- Understanding, developing and meeting the needs of customers and my colleagues
- Delivering results and liaising with stakeholders
- Regular step up/higher duties including filling in for team managers which included coaching and leading a team of 15 -17 people (mainly experienced team members)
- Lead for Training, coaching and developing my peers (new and existing) in credit policy, lending procedure and system use within this team/department.
Personal Banker & Credit Card Specialist
ANZ Aotearoa
Wellington
05.2012 - 02.2016
- Core role - providing personal loans and credit cards to personal customers in a contact centre environment within my own discretion
- Training of new staff through integration into the role
- Extensive customer service and credit skills
- Identifying customer needs and offering solutions
- Investigated customer complaints to identify the cause and ensure a timely, but efficient resolution.
- Providing outcomes for complex banking needs.
Customer Service Representative
National Bank of New Zealand (ANZ Aotearoa)
Wellington
05.2011 - 05.2012
- Entry level role into banking
- Referrals to specialist teams for lending requirements
- Meeting customers basic banking needs & enquiries
- Strong customer service
- Gathering appropriate information in regards to complaints to ensure they were directed to the correct department to ensure a timely resolution.
- Training new staff though integration within this role as well.
Education
Certificate in Business Administration -
Wellington Institute of Technology
02.2011
Skills
- Customer relations
- Complaint & Dispute Resolution
- Effective oral and written communication
- Works well under pressure and efficiently toward a deadline
- Great time management and workload prioritization
- Quick and confident learner
- Confident taking the lead and working within a team
References
References available upon request.
Timeline
Home & Business Banker
ANZ Aotearoa
02.2016 - Current
Personal Banker & Credit Card Specialist
ANZ Aotearoa
05.2012 - 02.2016
Customer Service Representative
National Bank of New Zealand (ANZ Aotearoa)
05.2011 - 05.2012
Certificate in Business Administration -
Wellington Institute of Technology
Similar Profiles
Lilly Ah FuaLilly Ah Fua
Customer Service Agent at Anz Worldline (ANZ)Customer Service Agent at Anz Worldline (ANZ)
Jodie Kereama-RapanaJodie Kereama-Rapana
Student Teacher. at Te Wananga O AotearoaStudent Teacher. at Te Wananga O Aotearoa
Shanie MarshallShanie Marshall
Student Support Advisor at Te Wananga O AotearoaStudent Support Advisor at Te Wananga O Aotearoa