Ainessah Jack
Port Moresby
Summary
Proven Personal Banker with a track record of enhancing customer satisfaction and deepening client relationships at Westpac Bank PNG. Leveraged relationship-building and branch operations skills to exceed performance metrics and achieve monthly sales targets. Recognized for exceptional customer service and a positive attitude, consistently improving client retention and expanding customer base.
Overview
8
8
years of professional experience
Work History
Personal Banker Lending
Westpac Bank PNG
Port Moresby, Papua New Guinea
11.2016 - 11.2019
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Promoted financial products by maintaining excellent service offering knowledge.
- Followed up with customers to gather feedback and provide additional assistance.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Cross-sold bank products and services to meet customer needs and provide options.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Expanded customer base by consistently meeting referral goals through networking events and community outreach initiatives.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
Branch Customer Service Officer
Westpac Bank PNG
Port Moresby, Papua New Guinea
12.2015 - 10.2016
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Supported branch management by completing routine administrative tasks and reporting on key performance indicators.
- Handled escalated customer issues professionally, working towards swift resolutions while maintaining positive relationships.
- Processed transactions efficiently and accurately, ensuring a high level of customer satisfaction with each interaction.
- Identified potential sales opportunities through proactive relationship-building efforts with existing clients.
- Assisted colleagues during peak periods or staff shortages, demonstrating strong teamwork skills and adaptability.
- Collaborated with team members to streamline processes and improve overall branch operations efficiency.
- Delivered exceptional service for all branch customers, resulting in increased loyalty and repeat business.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
Lending Officer Trainee
Westpac Bank PNG
Port Moresby, Papua New Guinea
12.2014 - 11.2015
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Processed loan applications and monitored progress from start to finish.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Evaluated loan requests and documents to verify accuracy and completeness.
Marketing & Retail Branch Admin Support Assistant
Westpac Bank PNG
Port Moresby, Papua New Guinea
05.2013 - 11.2014
- Provided assistance to Retail Branch Admin Manager with updated spreadsheets with statistical, financial and non-financial information.
- Answered phone calls promptly and professionally, directing callers to appropriate personnel.
- Monitored office supplies and re-ordered, working with senior staff to keep desired supplies in stock for seamless office functionality.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Assisted coworkers and staff members with special tasks on daily basis.
- Maintained detailed records of customer interactions, noting any trends or recurring issues for further analysis.
- Assisted in completing, and delivering reports for all branches in PNG on a daily and weekly basis.
- Analyzed customer feedback data to identify areas where improvements could be made within the support department''s operations strategically.
- Handled escalated customer complaints professionally, working towards satisfactory resolutions for all parties involved.
Bank Teller
Westpac Bank PNG
Port Moresby, Papua New Guinea
09.2011 - 04.2013
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained friendly and professional customer interactions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Audited fellow teller currency to contribute to dual-control procedures.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Education
High School Diploma -
Kilakila Secondary School
Port Moresby, Papua New Guinea12-2009
High School Diploma -
Tokarara High School
Port Moresby, Papua New Guinea12-2007
Skills
- Relationship Building
- Branch operations
- Customer Service
- Customer Satisfaction
- Positive Attitude
- Cash Handling
Timeline
Personal Banker Lending
Westpac Bank PNG
11.2016 - 11.2019
Branch Customer Service Officer
Westpac Bank PNG
12.2015 - 10.2016
Lending Officer Trainee
Westpac Bank PNG
12.2014 - 11.2015
Marketing & Retail Branch Admin Support Assistant
Westpac Bank PNG
05.2013 - 11.2014
Bank Teller
Westpac Bank PNG
09.2011 - 04.2013
High School Diploma -
Kilakila Secondary School
High School Diploma -
Tokarara High School