Jane Liuteine-Fruean
Porirua,New Zealand
Summary
Professional administrator with extensive experience in customer service. Highly skilled in communicating with people of diverse backgrounds and cultures. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Wealth Coach
Kiwi Wealth
Wellington, WGN
10.2021 - 11.2023
- Supported the distribution teams to ensure they have the capability and confidence to have effective conversations with customers about their investment needs
- Built and maintained relationships with key internal and external stakeholders, including Kiwibank senior channel leaders, Regional Managers, National Sales Managers and Branch Managers
- Provided coaching and training to Sales and Service leaders (coach the coach) and frontline staff across designated regions / channels to raise the capability and confidence in frontline staff
- Promoted the profile of KiwiSaver and Managed Funds as a key growth strategy for Kiwi Wealth and the importance of protecting customers
- Implemented coaching and training plans for designated regions/channels, and contribute to the provision of coaching and training content to relevant support teams
- As a subject matter expert, kept abreast of industry changes and ensure regions/channels are up to date with relevant changes, requirements and expectations
- Monitored and measured learning effectiveness including providing feedback to sales staff, leaders, senior channel, regional and product owners
- Maintained an up-to-date knowledge and understanding of financial products, services and regulations
- Contributed to the design and development of coaching and training initiatives that deliver quality sales and capability uplift.
Portfolio Administrator
Kiwi Wealth
Wellington, WGN
07.2020 - 10.2021
- Responded to queries from our Customer Services, Advisors, Custodians/Banks and other parts of Operations
- Timely and accurate generation of client transactions, monitoring client fund transactions
- Reconciled Cash balances at custodian/banks against portfolio management software
- Portfolio set up in our management software, Cash maintenance on Portfolios (regular cash sweep between bank accounts, facilitate client deposits/withdrawals).
Senior Customer Service Payments Officer
Kiwi Wealth
Wellington, WGN
02.2019 - 07.2020
- Line manager to Administration staff, responsible for supporting the team and running team meetings
- Reviews/Approvals for Perm Emigration withdrawals documentations completing it within SLA 3-5 days
- The point of contact for Scheme Administrators to ask Technical questions regarding Estates and interpreting legislation with withdrawals.
Customer Service Payments Officer
Kiwi Wealth
Wellington, WGN
03.2017 - 07.2020
- Processed all member payments in a timely manner
- Sent out all payment confirmations to member confirming payments
- Update member withdrawal information in Database
- Reviewed First Home withdrawal documents ensuring completion within the SLA 3-5 days
- Approved all payments within ASB
- Saved all payment documents to correct folders
- Approved all Direct Debit payments
- Checked and ensured all withdrawal documentation were ready for payment, after peer checking
- Sought assistance and guidance from Risk & Compliance to better improve work in the Customer Service Team
- Continued process improvement and system development in the group area.
Scheme Administratior
Kiwi Wealth
Wellington, WGN
04.2013 - 03.2017
- Provided an elevated member experience to new and existing members
- Handled high volume paperwork and emails and liaised with internal departments as well as Scheme members
- Processed Bank Statement reconciliation to assist Operations
- Managed various types of member withdrawals from start to finish which included investigating and solving member enquiries and complaints in a timely and empathetic manner
- Directed calls to appropriate individuals and departments
- Maintained strong relationships with internal departments in particular Risk and Compliance team
- Processed application forms for new member's joining Kiwi Wealth, ensuring they met CDD/AML requirements
- Completed bank reconciliations for Kiwi Saver
- Processed payments for Private Portfolio clients which included managing deposits and withdrawals for clients, as well as processing tax payments for Kiwi Wealth and Private Portfolios
- Trained new recruits
- Dealt with customer complaints and ensured that process is met.
Education
Porirua College
Skills
- Strong communication, observational and listening skills
- A flexible and adaptable approach to work
- Extremely high work ethic
- Leadership skills as well as team player
- Database management
- Problem solving
- Super Multi-tasker
- Decision making and prioritisation
- Attention to detail
- Great sense of humour
Additional Information
Previous Career Highlights
Being able to support engagement of students who are about to embark on Training for the first time, Rolled out the Training Qualifications for Truck Drivers and Warehouse and Distribution companies, Worked for organisation to create HACCP for team, Able to use my skills to sell and promote training and exceed targets for training courses,
Community & Volunteer Experience
Pinkilicious Organiser – I'm part of this committee who have been running events for the past 10 years in our Porirua community promoting health and well-being for women and men to increase uptake of testing to be done, Sunday School Teacher/Youth Leader – for our church community, Health & Safety
Languages
- English, Native or Bilingual
- Samoan, Native or Bilingual
Languages
English
Professional
Samoan
Professional
Affiliations
- Quality time with family and friends
- F45 ambassador
Timeline
Wealth Coach
Kiwi Wealth
10.2021 - 11.2023
Portfolio Administrator
Kiwi Wealth
07.2020 - 10.2021
Senior Customer Service Payments Officer
Kiwi Wealth
02.2019 - 07.2020
Customer Service Payments Officer
Kiwi Wealth
03.2017 - 07.2020
Scheme Administratior
Kiwi Wealth
04.2013 - 03.2017
Porirua College
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