JESSICA MOORE0412 133 137 • jess86_02@hotmail.com

SKILLS SUMMARY

Skilled fraud analyst and administration officer with thirteen years of extensive customer service experience in a range of fields including Financial Services, Retail, Hospitality, and Human Resources. Proven leadership qualities through four years and nine months of manager/supervisor positions in customer service focused roles.

AdministrationExcellent IT/MicrosoftAttention to detailAnalytical skills

Excellent organisationLeadership/ManagementNeat and presentableComplaint management

Strong customer serviceStrong interpersonal skills Staff trainingNegotiation and sales

Cash HandlingPeople orientedAdaptableProblem solving

PROFESSIONAL EXPERIENCE

May 2016 – Current International travel and relocation to Australia

November 2014 – May 2016 IGA Marketplace Whistler

Bistro Customer Service Assistant - Cash handling- Stock/food preparation and presentation, cooking, and cleaning- Monitor and order stock, raise purchase orders, and match against invoices- Customer enquiries and complaint handling- Conduct monthly inventory checks and assist with department administration work

October 2014 – November 2014 International travel and relocation to Canada

November 2007 – October 2014 Newcastle Permanent Building Society (NPBS) – Australia Numerous roles held within this regional based financial institution. 18 months leave between July 2012 and January 2014 due to temporary relocation to the United Kingdom.

Corporate Security/Fraud Analyst- Constant daily customer contact confirming account activity, answering enquiries via phone and email, complaint

management, and fraud claim investigation- Transaction and account monitoring through various alerts via fraud tools and systems such as Visa Online, Verified

by Visa, AUSTRAC, and NORKOM, and identify and report on trends, patterns and suspected compromise points- Examine identification to ensure compliance with Anti-Money Laundering/Counter Terrorism Finance requirements- Upholding the company’s professional image through correspondence with law enforcement, other financial

institutions, and external contractors over the phone, via email, and face-to-face- CCTV/video surveillance maintenance and troubleshooting- Maintenance of policy and procedure manuals- Routine correspondence, data entry and administration duties

Consumer Lending Administration Officer- Daily liaison with customers, brokers, and valuers via phone, email, and face-to-face- Data input of customer details on data bases, and identification verification- Create personal loan contracts, and quote and generate accompanying loan insurance contracts- Conduct ownership checks on customer security assets including vehicles and properties- Calculate and verify income and financial commitments for credit card applications, and process applications- Proof read contracts prior to release- Organise and manage property valuations for home loans - Maintenance of policy and procedure manuals- Routine correspondence, data entry and administration duties

Senior Member Service Officer- Duties outlined below under Member Service Officer heading- Daily running and management of branch and staff, and covering for branch manager in their absence

- Dispute and complaint handling, and diary management of customer appointments- Provide on the job training of new and existing staff, and conduct quarterly staff appraisals and performance reviews- Organise and run monthly team meetings, and present at monthly manager meetings- Sole cash custodian responsible for cash flow, ordering, counting, selling, and managing staff cash discrepancies- Perform compliance audits

Member Service Officer.- Assess customer needs and make appropriate product recommendations, perform transactions, open and close

accounts, answer enquiries, and complaint handling- Sale of general and loan insurance, lending products, financial adviser products, and foreign currency to meet

KPIs/targets- All stages of in branch personal loan applications from interviews, verification of income, commitments and

employment, credit checks, compiling and presenting applications for assessment, and advancing funds- Petty cash officer and bulk coin custodian with responsibilities of selling and buying excess coin and cash- Data entry of customer details onto data base, and identification verification- Stocktake and raising purchase orders and matching against invoices- Maintain appearance of branch, merchandising and replenish marketing material - Perform compliance audits

November 2013 – January 2014 International travel and relocation to Australia

June 2013 – November 2013 Xerox Services Contracted to Credit Suisse Group – United Kingdom

Learning and Development Specialist – Europe, the Middle East and Africa (EMEA)(Human Resources)- Provide administration support to Credit Suisse Project Managers - Respond to high levels of enquiries via email, phone, face-to-face, and online portals- Organise logistic details for all planned training by booking rooms, catering, printing, sending invites, pre-work,

building and network access, participant lists, and setting up the room on the day with materials- Handle changes, cancellations and registrations, and manage and monitor Outlook calendars- Create and complete Service Level Agreements and contracts for vendors- Daily liaison with external and internal vendors- Routine correspondence, data entry and administration duties

December 2012 – May 2013 Admark (UK) Limited – United Kingdom (went out of business in May 2013)

Sales Support Executive- Provide administrative support, and client and diary management for Sales Executives- Liaising with Superannuation providers and customers via phone, email, and face-to-face, and complaint handling- Manage daily mail correspondence, document/contract preparation, and arrange couriers for contract signing- Data entry and identification verification

July 2012 – December 2012 International travel and relocation to the UK

November 2007 – July 2012 Please see Newcastle Permanent Building Society

June 2006 – November 2007 Oporto (Fast Food Outlet) – Australia

Assistant Store Manager- Daily management of store and staff, and covering for store manager in their absence- Taking and serving food and beverage orders, answering enquires, and complaint handling- Provide on the job training and supervision of new and existing staff, and plan and implement daily duties and rosters- Cash handling and till operation, daily banking, cash and EFTPOS reconciliation, and manage float and petty cash - Stock/food preparation and presentation, cooking, and cleaning- Maintain appearance of store, merchandising display stock and updating promotional material- Monitor and order stock, raise purchase orders and match against invoices

2004 – 2006 Chipmunks Children’s Play Centre & Café – AustraliaPermanent Part-Time Kitchen/Café Supervisor

2003 – 2004 Vonni’s Convenience Store & Falcon Petrol Station

2001 to 2002 Lakeside Chemworld Pharmacy

EDUCATION

Current TAFE NSW - OTEN Diploma of Human Resources Management

2017 Charles Sturt University – Australia Bachelor in Accounting (Commencing Feb 27 2017)

2012 Australian Security Academy – Australia Certificate IV in Government – Fraud Control

2010 Institute of Financial Services – Australia Diploma of Financial Services 2009 Certificate IV in Financial Services2008 Certificate III in Financial Services

2007 HGT Australia Limited Statement of Attainment for Certificate III in Business (Frontline Management)

2006 Oporto Management Training Centre Basic Management Course

2004 Tuggerah Lakes Secondary College – Australia Higher School Certificate (High School Diploma)

2003 TAFE NSW – Australia Certificate III Community Services (Children’s Services) – Statement of Attainment

REFERENCES

Giselle Lindley – Previous Manager for Newcastle Permanent Corporate Security DepartmentACI Worldwide – Fraud Consultant0400 414 641

Michelle Bourke – Previous Manager for Consumer Lending DepartmentNewcastle Permanent Building Society 13 19 87 - Credit Analysis Department Level 3

Julie Coombs – Manager for IGA Bistro Whistler, CAMarketplace IGA Whistler – Manager for Bistro Department+1 604 938 2850 ext 5