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Benjamin Ivey

BENJAMIN IVEY
35 Kiparra Street
WEST PYMBLE NSW 2073
Tel: 0439 720 627
Email: benivey@bigpond.net.au

Summary
Well organised, presented and competent Customer Service Provider with almost four years experience in the
Retail, Financial Services and Banking Industries. I have excellent communication skills, willingness to learn,
great eye for detail, highly competent at data gathering and analysis. I have received recognitions/awards for
research and improvements to internal systems.

Career History

AMP LIMITED, Parramatta, NSW January 2010 to present

Mailroom/Data Entry Consultant

Responsibilities

• Sorting and distributing internal and external mail.


• Sorting daily workflow of Superannuation monthly contributions cheques into
groups of fifty members per product for processing by the Contributions Payments
Team.
• Processing Superannuation contributions and completing system alterations where
appropriate.
• Training new team members and assisting other teams with their enquiries.

AMP LIMITED, Parramatta, NSW October - November 2009

Callback Operator

Responsibilities

• Recorded telephone inquiries from the customers and financial planners for follow
up (call back) by an experienced Call Centre Operator relating to their Flexible
Lifetime Superannuation Plans, Flexible Lifetime Allocated Pension Plans,
Retirement Savings Account and Investment Funds Plans. These inquiries included
account balance information, transaction details, etc.
• Provided information to the customers and financial planners about the companies’
wide range of products and services.

COLONIAL FIRST STATE INVESTMENTS LIMITED, Sydney, NSW May - July 2009

Financial Services Administrator

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Processed applications within the Retail Applications team.

Responsibilities

• Accurate and timely processing of all new and additional applications for all Self Managed and non Self
Managed Superannuation and Unit Trust products.
• Verification of bank details used for direct debit purposes.
• Completing all system alterations where appropriate and generating written correspondence to clients.
• Worked within given targets each day and met my efficiency targets.
• Over End of Financial Year, took ownership of the pending applications queue. Responsibilities involved
updating the system with new client details and flagging the system for monies coming. The queue met all
service standards during this time.

Achievements

• Completed Electronic Learning’s for Security and Fraud Training, Code of Banking Practice, Occupational
Health and Safety (OH&S), Workplace Security and Anti-Money Laundering and Counter-Terrorism
Financing (AML/CTF).

2005 – 2009
MLC INVESTMENTS LIMITED, North Sydney, NSW

Customer Service Provider

Processed investment maintenance and payments requests from clients and financial advisers involving changing account
details, withdrawals and drafting correspondence for general enquiries.

Responsibilities

• Processed MLC MasterKey Unit Trust managed funds and MLC MasterKey Cash Management Trust
products requests from clients and advisers.
• Processed payment requests involving partial and full redemptions (internal and external clients), death
claims, additions and switches.
• Processed maintenance requests involving changing account details, account balance enquiries, tax
enquiries, transfers and general product enquiries.
• Followed up clients and advisers requests by correspondence, telephone and face to face.
• Frequently asked to provide product related and general enquiries advice to other departments/interstate
offices.
• Processed new business for MLC MasterKey Cash Management Trust product involving applying funds to
new accounts and banking cheques.
• Project Work: Analysed existing system processes and made recommendations to reduce error rates which
were subsequently incorporated into training manuals. I presented my manager with a process improvement
suggestion to incorporate death claims and transfers letters from a shared drive to the main frame system
which was passed on to the Process Improvement Team for implementation. Assisted with internal post
code reconciliation project.

Achievements

• Became known for my expertise in investment products administration.


• Received four monthly employee awards ($100 gift certificates) for constantly going above and beyond my role to
ensure positive customer outcomes and for quick action, helpful assistance and for displaying good team work. The

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Benjamin Ivey

awards resulted from nominations from management and other employees in 2007-2008.
• Received six ‘Appreciation Certificates’, nominated by management and other employees, plus many thank you e-
mails in 2006-09 for my willingness to complete work in a timely manner including after hours, taking ownership of
urgent requests and generally assisting other teams.
• Received two Certificates of Recognition from the Customer Service Institute of Australia (2007-08).
• Completed in-house training courses on managing difficult conversations, effective call management, effective letter
writing, Anti-Money Laundering & Counter Terrorism Financing and experiencing change.

WESTPAC BANKING CORPORATION, Concord West, NSW 2004 - 2005

Document Preparation Officer

Investigating customer enquiries and drafting correspondence and cancelling business loans.
• Excellent understanding of the processes involved in the
administration of business loans.
• Investigated customer enquiries and drafted appropriate
correspondence.

WOOLWORTHS LIMITED, Gordon, NSW 2000 – 2004

Service Cashier

Finalise all sales through cash or credit, serving customers both individually and as part of a team.

• Excellent point of sale, teamwork, time management and problem


solving skills.

Education
Bachelor of Systems Agriculture (Rural Development), University of Western Sydney Hawkesbury 2004

Associateship Diploma of Oral Communication (Australian Guild of Music and Speech Limited) Victoria 2001

Higher School Certificate, Knox Grammar School Sydney 2000

Certificate of Proficiency Oral Communication (Australian Guild of Music and Speech Limited) Victoria 2000

Referees
Name: Mrs. Jumna Jaber
Organisation: AMP Limited
Contact Details: 0424 193 334
Relationship: Team Leader – Call Centre Customer Solutions. I reported to her daily for three weeks on a
temporary basis.

Name: Mr. Paul Jolly

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Organisation: MLC Investments Limited/National Australia Bank Limited


Contact Details: 02 9966 3281 (W); Paul_Jolly@mlc.com.au
Relationship: Former Service Centre Manager.

Name: Mrs. Jodi Vitale


Organisation: Colonial First State Investments Limited
Contact Details: 02 9303 2858 (W); Jodi.Vitale@colonialfirststate.com.au
Relationship: Team Leader – Applications Team Client Services. I reported to her on a daily basis for three
months on a temporary basis.

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