Kristina Baird

• Prepare and manage confidential case files for clients impacted by unlawful or unethical lending practices.
• Interpret legislation (e.g., CCCFA, Fair Trading Act) to determine breaches and prepare comprehensive written summaries of evidence and case analysis.
• Prepare clear arguments and advocate for fair resolutions through industry complaint processes.
• Collaborate with external stakeholders including government agencies, non-profit organisations and legal support services.
• Work within a trauma-informed framework, handling sensitive client material with professionalism and discretion.

Key Achievements:

• Successfully identified and challenged unlawful lending resulting in debt write-offs and client justice.

Developed a strong understanding of legal disclosure principles and documentation protocols.

• Handled daily cash reporting, customer records, and managed systems and front of house staff.
• Assisted in team training, quality control, and file organisation for operational efficiency.

• Organised and tracked production workflows for national marketing rebrands, ensuring timely delivery of assets.
• Maintained digital and physical file systems and managed dispatch records in coordination with national partners.
• Independently managed documentation and correspondence for multi-client projects.