Organisation: City of Yarra
Job Title: Senior Customer Service Officer
Word Limit: Approx. 150-200 words per point, 3 pages max
Location: Melbourne
Within my current role as Branch Head for UAE Exchange Australia Pty Ltd, I am involved in high
volume cash handling on a daily basis. My role involves assisting customers who wish to exchange
foreign currency, transfer money to international bank accounts and receive money from overseas.
During this role, I manage between $300,000 and $400,000 per day, with an average transaction
amount of around $10,000 – 15,000.
A large amount of customers originate from other countries and like to have their money banked at
their international banks. At UAE we have strict rules and regulations, as well as company policies,
determining the way in which we handle, store and transfer cash into and out of the complex, as well
as guidelines for the transfer of large amounts of money. My role includes ensuring staff are following
the correct procedures, and subsequently keeping the money safe and the transactions successful.
A tertiary qualification in commerce, business, accounting, administration of Local Government
would be deemed an advantage
Along with completion of a Bachelor Degree and a Masters of Economics, I have also recently
completed both a Diploma of Financial Services and a Diploma of Financial Planning in Melbourne.
These qualifications have given me a large amount of insight into financial management within
Australia and, along with my current job, have cemented my understanding and knowledge in this
country.
Supervisory experience
As Branch Head at UAE Exchange Australia Pty Ltd, I have responsibility for the management of five
staff members who provide customer service management to clients. Since taking over this role, I
have created significant improvements in processes and motivation of staff, and have increased
productivity and profitability by a large amount. As mentioned in my resume, my branch was awarded
as 1 st runner-up in the branch grading system, based on profitability, customer service and compliance
factors within 2013.
As a supervisor of staff, I have demonstrated an ability to support them in their role, often taking
difficult customers off their hands to ensure service for other customers is maintained at a high level.
In addition, and sometimes as a consequence to these events, I will train, coach and mentor these and
new employees to ensure a high quality of customer service is being maintained at all times.
Demonstrated high level interpersonal and communication skills
I possess excellent communication and interpersonal skills which allow me to converse and make
myself understood to a diverse range of people. Because we deal with international financial
transactions, there are a large amount of customers who have English as their second language. On
some occasions there is someone in the office to translate, but mostly by using clear and simple
English, I can get across to them what they need to know.
On one occasion, a Greek lady came in with very little English skills and we were having a lot of
trouble understanding her. I tried to assist the woman, however she was getting more and more
frustrated. Eventually, I had the idea to go to the retail shop next door, where I knew worked a lady
with Greek language skills, and actually asked her to come and translate for us. The woman was
extremely happy and the matter was resolved for her quickly. I thanked the lady for coming to assist
and she was happy to do it any time.
Often when an issue is escalated to me, it is merely a case where the customer didn’t fully understand
the instructions or requirements, and once I have spoken to them and used my clear and concise
language skills, they are much happier to do their business through our company. This is one reason
why I was awarded the Employee of the Quarter award in 2010.
Demonstrated experience in successfully supporting and motivating staff along with a strong team
focus
Through my management of our team, we are always aiming to achieve our set team targets as
outlined by head office of UAE Exchange. This means we work together and try and help one another
where we can to achieve or exceed these targets. The achievement of being 1 st runner up in the
branch grading system for last year was due to our professionalism and achievements as a team, and
is something of which I am very proud.
Last year during the Coburg Festival, during my time at the Coburg Branch, I made the decision to set
up a stall outside the store to better inform local people of its existence and to promote the services
we provide. As a team we successfully gained permission, set up and manned the stall outside of
normal working hours. The stall was a great success, with a large percentage of people commenting
that they didn’t even know we were there beforehand. This raised the profile within the community
and enhanced business as a result.
Demonstrated significant commitment to high quality customer service and an ability to convey
that face to face and over the telephone
Within my role as Branch Head at UAE, I have demonstrated a commitment to high quality customer
service, both directly and in my approach to staff supervision and management. As mentioned earlier,
I will happily deal with escalated issues, but then always like to coach the staff member afterwards,
with the idea they will be able to solve that issue by themselves the next time. One aspect of
customer service which I often reiterate is to ensure staff are listening to customers. Active listening
skills are the absolute key to being able to provide what the customer wants the first time, and allow
them to perform their transaction and go.
In addition, I will often communicate with customers over the phone to answer any enquiries they
might have about our services. Every day there would be a time when I would answer calls to
disseminate information to customers and encourage them to come into the store and perform their
transactions with us.
Ability to examine customer service issues, make recommendations and work with other areas to
implement improvements
Recently I dealt with a customer service issue where a customer came in to receive money from a
transaction. When the customer was asked for a copy of his identification, he refused to pass it over
for copying and told our customer service officer that we weren’t allowed to take that information.
My staff member explained that the policy of UAE was to take a copy of the identification to ensure
the correct person was in receipt of the money and that we could prove that if any issues arose. The
man was very angry and I came out to assist with the situation. In talking calmly and in more depth
with the man, and answering his many questions about our privacy policy, how long and where the
personal details were kept, the man finally agreed to have his identification copied and proceeded
with the transaction. By talking calmly to the man, this influenced his behaviour and subsequently
enabled us to complete the transaction.
Excellent written communication skills
During my current role, I am responsible for writing numerous reports, including every day reports to
head office of UAE which summarise the events of the day, any problems encountered and any
initiatives or solutions which have been found. In addition, my written skills are used to write and
respond to emails both internally and from customers.
During the completion of my Masters and Bachelor degree courses as well as my Diplomas in Financial
Management and Financial Services, I was required to write and submit a large range of reports,
research assignments, essays and written responses. I was ultimately successful in my studies, clearly
demonstrating my high level written communication skills.
Excellent computer and keyboard skills
I have strong skills in the use of a range of computer software. These include proficiency in the
Microsoft Office suite of products, including Word, Excel and PowerPoint, as well as internet and
email programs. Internally at UAE, I have strong skills in using the customer relationship management
database program, registering customers and information, as well as the foreign exchange program to
facilitate transactions, look up rates and markets.
I am confident in my computer software related skills, and can quickly learn and develop my skills in
new applications and programs as required.
