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
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
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
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
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
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
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