Michelle MICHAEL
Summary
Accomplished Collections Officer with a proven track record at Westpac Bank (PNG) Limited, adept in debt recovery and fostering customer relationships. Leveraged strong negotiation skills and effective communication to enhance client trust and minimize losses, significantly improving service delivery and compliance standards. Demonstrates exceptional time management and professional ethics, contributing to team and business success.
Overview
17
17
years of professional experience
Work History
Collections Officer
Westpac Bank (PNG) Limited
09.2017 - Current
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
- Managed a portfolio of delinquent accounts, effectively prioritizing high-risk cases to minimize potential losses.
- Maintained accurate records of all collections activities, ensuring proper documentation for auditing purposes.
International Trade Officer
Westpac Bank (PNG) Limited
07.2014 - 09.2017
- Conducted regular reviews of existing policies and procedures to identify areas for improvement or enhancement in line with industry standards.
- Implemented customer feedback mechanisms to identify areas of improvement in service delivery, resulting in an enhanced client experience.
- Facilitated training sessions for colleagues on emerging trends in the field of trade finance, fostering a culture of continuous learning within the organization.
- Collaborated with cross-functional teams to resolve trade finance issues promptly, ensuring smooth transaction processing.
- Provided strategic guidance on international trade matters, contributing to overall business success.
- Increased trade opportunities by researching and analyzing market trends and data.
Bank Cashier
Westpac Bank (PNG) Limited
04.2012 - 09.2014
- Maintained strict confidentiality of customer information, adhering to data privacy regulations and upholding bank security protocols.
- Reduced wait times for customers through proficient multitasking and prioritization of tasks during peak hours.
- Increased overall efficiency by expertly identifying fraudulent transactions, mitigating potential losses for the bank.
- Served as an effective liaison between customers and relevant departments within the bank to expedite resolution of complex issues or inquiries.
Bank Teller
Westpac Bank (PNG) Limited
03.2009 - 04.2012
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
Enquiries Clerk
Westpac Bank
04.2008 - 02.2009
- Increased productivity by organizing workload, prioritizing tasks, and managing time effectively.
- Assisted special events committee with planning, organization and set-up.
- Improved customer satisfaction by efficiently processing inquiries and providing accurate information.
- Retained valuable clients through diligent follow-up on unresolved cases, ensuring timely resolution and satisfaction.
- Streamlined inquiry response times by utilizing database tools to quickly access relevant information.
- Adapted quickly to changes in company policies and procedures, ensuring consistent service delivery and customer satisfaction.
- Prevented potential conflicts by proactively addressing customer concerns before they escalated into complaints or disputes.
- Elevated customer trust through professional and courteous interactions during every inquiry.
- Built strong customer relationships through empathetic listening, understanding, and prompt resolution of concerns.
- Developed expertise in company products and services to provide knowledgeable assistance to customers.
- Kept up-to-date with industry trends, attending workshops and training sessions as needed for continuous professional development.
- Managed challenging situations calmly and professionally, demonstrating composure under pressure while seeking appropriate resolutions for all parties involved.
- Implemented feedback from supervisors to continuously improve personal performance and contribute to overall team success.
- Boosted company reputation by delivering exceptional support that reflected positively on the brand image.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer databases.
Education
Diploma in Business Studies - Faculty of Business And Informatics
Divine Word University - Port Moresby Campus
Port Moresby01-2026
Cert. 3 in Financial Services Accounts Clerical - Business Finance
IEA College of TAFE
Ela Beach Campus, Port Moresby12-2007
HSC Grade 12 Certificate - Year 12
Port Moresby National High School
Port Moresby, Papua New Guinea12-2006
Skills
- Strong negotiation skills
- Debt recovery expertise
- Processing payments
- Filing and bookkeeping
- Monitoring accounts
- Investigating historical data
- Customer Service
- Skilled in negotiation
- Critical Thinking
- Debt Settlement
- Professional ethics
- Documentation skills
- Team building
- Accurate payment posting
- Time management abilities
- Debt recovery
- Communication Skills
- Coordinate payment plans
- Regulatory Compliance
- Credit and collections
Playing volleyball, singing and listening to music
*Love singing and listening to music during spare times.
*Enjoys playing sports during holiday seasons.
*Reading interesting Fictional books
*Watching movies
Timeline
Collections Officer
Westpac Bank (PNG) Limited
09.2017 - Current
International Trade Officer
Westpac Bank (PNG) Limited
07.2014 - 09.2017
Bank Cashier
Westpac Bank (PNG) Limited
04.2012 - 09.2014
Bank Teller
Westpac Bank (PNG) Limited
03.2009 - 04.2012
Enquiries Clerk
Westpac Bank
04.2008 - 02.2009
Diploma in Business Studies - Faculty of Business And Informatics
Divine Word University - Port Moresby Campus
Cert. 3 in Financial Services Accounts Clerical - Business Finance
IEA College of TAFE
HSC Grade 12 Certificate - Year 12
Port Moresby National High School
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