MELLISSA WILSON

Overview:

As a lender at Instant Finance, I assess loan applications by reviewing clients bank statements, having in depth conversations to understand their financial situation and perform thorough background checks including credit checks, Ministry of justice (MOJ) checks and Personal property securities register (PPSR) searches. I offer lending advice and solutions while ensuring compliance with lending regulations and responsible lending practices.

Key Skills Developed:

• Customer Support

• Ensured a positive customer experience by providing clear, empathetic and honest communication and addressing any questions and concerns promptly.

• Attention to Detail:

• I have developed a keen eye for detail. I find this especially important when reviewing bank statements, ensuring I thoroughly look through all transactions to avoid missing any important information that could impact the clients financial assessment.

• Time Management

• Managing my time effectively to meet the fast paced demands of "Instant" Finance, ensuring loan applications are processed swiftly and accurately.

• Consumer Protection Awareness:

• Gained knowledge of consumer rights and responsible lending regulations. I make sure to not rush through disclosing contracts to customers and inform them of their rights and responsibilities. I encourage them to ask any questions if unsure about anything.

Overview:

I worked in multiple areas of customer service, handling internal and external enquiries across Foodstuffs North Island, member stores, NZ customers, and online shopping platforms. I developed strong communication, problem solving, and multitasking skills through diverse responsibilities. I communicated with customers and internal/external Foodstuffs workers daily via inbound calls, outbound calls, email and post.

Key Responsibilities:

Claims & Credits (Internal Support):

• Handled claims for missing/damaged/recalled items for Foodstuffs member stores (Pak’nSave, New World, Four Square, and Gilmours.)

• Communicated with distribution centre claims team to organise credits for affected stores.

Foodstuffs Own Brands (Pam’s and Value Products):

• Provided customer support for Pam’s and Value products, assisting with product queries, ingredient information, and complaints related to product quality.

Online Shopping Support (New World and Pak’nSave):

• Assisted customers with online shopping, resolving issues related to missing items, poor-quality products, and technical difficulties with placing orders.

Additional Roles:

• Received cross-training in other customer service areas, contributing to various departments as needed to support overall business operations.

Key Skills Developed:

• Customer communication: Developed strong verbal and written communication skills, tailored to different customer needs.

• Adaptability

Demonstrated strong adaptability by being cross-trained in multiple different areas within the contact centre. This allowed me to switch between different roles and responsibilities as needed.

• Problem-solving: Gained experience in resolving complex product complaints and providing solutions that were satisfactory for our customers.

• Attention to detail: Ensured claims, credits, and customer enquiries and complaints were handled accurately, timely and complied with company policies.

• Time management: Managed a high volume of enquiries across various departments while maintaining a high level of customer satisfaction.

• Team collaboration: Worked closely with distribution centres, suppliers, and internal teams to ensure smooth resolution for all involved.