Casey F.

Casey F.

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  • Timeline

  • About me

    Digital Engagement Specialist at ASB Bank

  • Education

    • CQUniversity

      2017 - 2020
      Bachelor of Psychological Science PSYCHOLOGY
  • Experience

    • ANZ

      Nov 2011 - Jan 2016

      Investigation of concerns raised within the internal dispute area prior to escalating to the Financial Ombudsman Service. Within this role I communicate directly with customers and stake holders to attempt to resolve concerns raised within the bank relating to lending and transaction concerns. This involves in depth investigation of root causes and problem solving with customers and stake holders to come up with acceptable resolutions to satisfy all parties involved. As a social media consultant I communicate with customers via social media (i.e Twitter and Facebook) to assist with their enquiries and escalate any issues. I am responsible for contacting various departments to provide answers within a 4 hour time frame and provide feedback to our stakeholders about the benefits this is providing to the business. Responsible for resolving complex enquiries via both phone and online portals and providing stakeholders with a key understanding of our role and suggesting improvements.

      • IDR Complaints

        Nov 2014 - Jan 2016
      • Social Media Consultant

        Jul 2013 - Nov 2014
      • Solutions Consultant

        Nov 2011 - Jul 2013
    • Latrobe Health Services

      Jan 2017 - Feb 2018
      Service Consultant
    • Wellpark College of Natural Therapies

      Mar 2018 - Jan 2019
      Academic Administrator
    • ASB Bank

      Jan 2019 - now
      • Digital Engagement Specialist

        Apr 2021 - now
      • Customer Care Manager

        Apr 2020 - Apr 2021
      • Customer Service Representative

        Jan 2019 - Apr 2020
  • Licenses & Certifications

    • Certificate III in Business Administration

      Jan 2012
    • Certificate I and II in Information Technology

      Canberra Institute of Technology
      Nov 2009