Rosa Tanielu
Mangere,New Zealand
Summary
A self-motivated individual with advance customer service experience within various industries including the banking industry with ASB Bank. Furthermore, I am a recent graduate at the University of Auckland, with additional skills and qualities that will be of use.
I am passionate and determined to add value towards a busy and dynamic environment. My charismatic nature, dedication and enthusiasm are testament to this, which will be a rewarding opportunity to further advance my skills and experience within your company.
Overview
5
5
years of professional experience
Work History
Associate Financial Crime Analyst
ASB Bank Limited
02.2023 - Current
- Assisting and contributing towards the reporting of suspicious activity of alerted accounts and escalating to the Financial Crime Investigations Unit where appropriate
- Proficient in the analytical capability of customer due diligence and methodology to identify patterns and trends to communicate risks to management and senior analysts
- Identified emerging trends in criminal behaviour by regularly reviewing academic research findings and attending industry conference workshops.
- Strong attention to detail and follow through ability to multi-task, ensuring accurate records are maintained
- Contributing towards a team of continuous improvements by reviewing and adapting processes to accommodate business changes
- Internal compliance with regards to Anti Money Laundering (AML) / Counter Terrorism Financing (CTF), Sanctions, and high-risk activity management.
Banking Consultant (General Insurance)
ASB Bank Limited
06.2022 - 02.2023
- Recommending and educating customers on insurance products for asset and personal protection to make informed decisions
- Resolve/satisfy customer needs and concerns by adhering to companies’ policies and procedures
- Achieving and exceeding KPI and performance measures in productivity and customer service to deliver unbeatable experiences
- Contributing and leading the team with kiwisaver referrals to ensure best financial outcomes for customers with regards to their long-term goals.
- Worked with customers to procure updated financial information on continuous basis.
Customer Service Representative (Contact Centre)
ASB Bank Limited
06.2021 - 06.2022
- Passionate in building rapport whilst identifying customers’ needs and educating them on relevant products and services
- Team participated in a pilot for self-serve education– educating customers on self-serve options through the ASB mobile app & internet banking
- Provide customers with appropriate information and/or forward enquiries to relevant specialists or departments
- Advanced Cards Training
- Achieving and exceeding KPI and performance measures in productivity and customer service to deliver unbeatable experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Client Services Assistant
University of Auckland – Libraries and I.C Helpdesk
03.2021 - 06.2021
- Providing excellent, friendly, and informative support to all customers,
- Enabling clients to navigate across a range of Library and Information Commons services
- Referring clients to other services within the University where appropriate
- Excellent IT skills
- Resolving client issues and queries via, in person or email
- Maintain and improve quality results by adhering to university policies and guidelines.
Lounge Assistant
Air New Zealand – International (Koru) Lounge
10.2019 - 03.2020
- Ability to interact with a diverse range of people and the confidence to build relationships with external and internal customers
- Solution focused and problem-solving regarding passenger issues/queries
- Developed strong rapport with guests through friendly conversation, fostering repeat business and positive reviews.
- Facilitated communication between kitchen staff and front-of-house team members for accurate order fulfillment and timely delivery of menu items to guests.
Education
Bachelor of Commerce Degree, majoring in Marketing -
University of Auckland
09.2022
Skills
- Strong Analytical Skills
- Report Writing
- Decision Making
- Team Player
- Adaptability and Continuous learning
City
Auckland
Statement
A self-motivated individual with advance customer service experience within various industries including the banking industry with ASB Bank. Furthermore, I am a recent graduate at the University of Auckland, with additional skills and qualities that will be useful to the position as a Risk Analyst for Heartland Bank. I am passionate and determined to add value towards a busy and dynamic environment. My charismatic nature, dedication and enthusiasm are testament to this, which will be a rewarding opportunity to further advance my skills and experience within the Risk & Compliance department.
References
- Sam Geary, Team Manager – Financial Crime Investigations, ASB Bank, sam.geary@asb.co.nz, 027 240 1019
- Renu Devi, Team Manager – General Insurance, ASB Bank, renu.devi@asb.co.nz, 022 354 5500
- Neelam Chauhan, Team Manager – Contact Centre, ASB Bank, neelam.chauhan@asb.co.nz, 0800 803 804 (Extension: 91037)
Timeline
Associate Financial Crime Analyst
ASB Bank Limited
02.2023 - Current
Banking Consultant (General Insurance)
ASB Bank Limited
06.2022 - 02.2023
Customer Service Representative (Contact Centre)
ASB Bank Limited
06.2021 - 06.2022
Client Services Assistant
University of Auckland – Libraries and I.C Helpdesk
03.2021 - 06.2021
Lounge Assistant
Air New Zealand – International (Koru) Lounge
10.2019 - 03.2020
Bachelor of Commerce Degree, majoring in Marketing -
University of Auckland
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