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1 1 A M I S T L E T O E D R I V E ,
H U N T I N G D A L E W A 6 1 1 0
P H O N E: 045 0 4 7 6 9 8 3 • E- M A I L: E M I L Y C J A Y @ G M A I L . C O M
E M I L Y JAY
EDUCATION
2005 – 2008 University of Melbourne Parkville, VIC
- Bachelor of Arts with Honours in English Literature
1997 - 2002 Mount Lilydale Mercy College Lilydale, VIC
- Victorian Certificate of Education - ENTER of 98.5
PROFESSIONAL EXPERIENCE
May 2014 – September 2015 HIF (Private Health Insurance) Perth, WA
Customer Service Operator – Call Centre Full-Time
- Responsible for in-bound over the phone customer interaction involving customer
service and policy maintenance.
- Providing a proficient level of customer assurance and support, including the
handling of complaints and day to day maintenance of text-based communications
such as web-based or posted correspondence.
- Thorough and comprehensive knowledge of any pertinent changes and/or updates
within the Australian private health insurance industry.
- Ability to maintain sustained customer relationships whilst continuing to build upon
and expand clientele.
- Occasional ‘Front Desk’ relief involving face-to-face customer interaction and the
ability to ‘up-sell’ various products.
- Autonomy and initiative, particularly during peak business times during the year,
including drafting clear and concise written responses to members if required
between calls, as well as outbound calls as needed.
- Noted commendation for detailed and meticulous responses to customer
correspondence.
- Several customer commendations for exemplary customer service.
March 2010 – March 2014 ANZ South Melbourne/Docklands
Customer Service Operator – Fulfilment Secured and Unsecured Lending –
Full-Time
- Responsible for drawing down/activating unsecured personal loans via:
- Voice activation (phone acceptance), utilising prepared scripts and relevant
documentation;
- Paper Draw Downs – analysing and accepting relevant documentation to accept
and activate loans via signed contracts, requiring a high attention to detail
- Transferring loan proceeds into both ANZ accounts and accounts from other
financial institutions, requiring a high level of focus and autonomy
- The drafting and submission of letters of offer – via email and/or post, amending as
necessary, including interest rates, account status and customer history

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- ‘End-to-end processing’ for personal loans, from the initial ‘applicant check’ stage
through to loan commitment and Letter of Offer
- CAD or ‘Credit Assessment Decision’ making, including:
- Immediate over the phone credit assessment of temporary overdrafts and/or
excesses
- Activation of permanent overdrafts (such as ‘ANZ Assured’)
- Assistance with early clearance of funds including cheques and electronic transfers
- Assistance with Mortgage overflow calls regarding changes to payment amounts,
dates and frequency including ad hoc general enquiry support as needed
- The handling of general enquiries relating to unsecured lending, pre and post
activation including:
- Changes from fixed to variable interest rates
- Amendments to the Statement of Financial Position as required
- Changes to amount, date and frequency of loan payments
- Pushing personal loans from an application status to a ‘committed’ status for
disbursal of funds
- Assisting with and fixing any loan processing errors as they occur
- Providing a proficient level of customer assurance and support, including
the handling of complaints and day to day maintenance of loan
applications and relevant databases
- Recipient of multiple customer and peer commendations for
excellence in customer service, including publication in the global
ANZ company magazine
- Commended by my superiors with awards and certificates to acknowledge
my excellence in service, customer relations, friendliness and professional
manner, as well as an acknowledgement from Mike Smith, Australian CEO
of ANZ.
March 2007 – March 2010 AAMI Insurance Melbourne, CBD
After Hours Motor/CTP/Home/Travel/Customer Relations and Sales Support.
Call Centre Operator -National Call Contact Centre – Permanent Part Time
- One of the Top Ten Sales/Customer Service Operators in both Motor and
Home portfolios for 10 months consecutively with certificates to reflect
- Assistance with customer enquiries and difficulties
- Providing Comprehensive and Third Party Insurance quotes and policies
for Car, Motorcycle and Caravan, as well as Compulsory Third Party
insurance.
- Providing Building and Contents insurance quotes and polices for Owner
Occupied dwellings and Landlord properties
- Updating/amending customer policies as required
- Ensuring that customer complaints were dealt with fairly and providing rapid,
effective solutions
- Providing up-to-date and comprehensive information and quotes on AAMI’s
new travel portfolio
- Switchboard operation – answering and redirecting a high volume of calls as needed
when faced with switchboard staff shortage.

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2005 - 2007 Roberts Research Group/Forethought Marketing Melbourne, CBD
Office Administrative Assistant / Relief Reception - Part Time
- Inbound customer assistance / Handling client enquiries
- Data Entry
- Maintaining/Updating client contact database
- General assistance to the Office Manager & responsibility for the Petty Cash
- Ordering and maintaining office supplies
- Responsible for the coordination and implementation of large mailing
campaigns, both electronic and regular
- Arranging couriers
- Faxing/Document preparation
- Booking flights and accommodation
- Meeting and greeting clients & the maintenance and preparation/booking of the
client meeting rooms and relevant catering for functions
- Assistance with marketing and promotional material
2004 - 2005 - Full Time 2005-2008 – Casual The Wine Company Springvale, VIC
Administrative / Marketing Assistant
- Order taking / Inbound Calls
- Outbound Customer Care
- Banking
- Printing/Laminating
- Data Entry
- Database maintenance
- Filing / General Administration
- Faxing/Document Preparation
- Responsible for processing QLD, VIC and NSW orders/invoice processing as
required
- Debt collection and assistance
- Assistant to the Head of Marketing - responsible for large volumes of
promotional material outlay/editing and preparation of promotional documents
- Designing and implementing items via customer request such as tabletop ‘Tent
Cards’ promoting wine as well as customer menus.
- Editing/proof reading existing promotional outlay