Personal Info
Address
Santry
Dublin 9
Ireland
Phone
***********@*******.***
Skills
Strategic planning and priority setting
Customer relationship management
skills
Team management skills
Problem solving and decision making
Goals focused and Details oriented
Languages
Polish - native
Russian - basic
English - advanced
Software
Microsoft Office, Workflow, Cisco,
Active Operational Management,
Mainframe application, M6 System
Experience
2015-04 -
present
Allied Irish Banks plc. - Payments, Cards and Treasury Service - EBS Payments Team (Educational Building Society)
Information processing & Customer Service Advisor
• Process standing order instructions for EBS personal customers on CICS Transaction Server (Customer Information Control System)
• Complete payments system query tasks from M6 system (forcing missed payments, external loan refunds, SEPA direct debit refunds, restriction forms, online payments)
• Deliver high quality customer service to branch network, external stakeholders and Customer Contact Center
• Constant monitoring daily work to ensure adherence to SLA (Service Level Agreement)
• Errors investigation
Achievements: Service Level Agreement on the phone reached 95%. Significant achievement for a team of 2 full time team members.
• Setting direct debits for EBS mortgages
• Recovery of social welfare over payments for deceased customers 2014-04 -
2015-04
Allied Irish Banks plc. - Banking Support Services - Standing Order Team
Processing & Investigation Specialist
• Process standing order instructions for 3 directions (ROI- Republic Ireland, FTB- First Trust Bank and AIB GB- Allied Irish Banks Great Britain)
• Customer Service Advisor
• Complaints and errors investigation
• BCM coordinator (Business Continuity Management)- plan and test of the contingency site
• Clean Desk Coordinator- ensuring team is operating in accordance with the clean desk policy
• WRM Official (Wincanton Record Management)- prepare documentation to be relocated to the external storage, data record, catalogue boxes, head contact with Wincanton office)
• Demonstrate a commitment to AOM system (Active Operational Management) Achievements: My suggestions and ideas reduced process time by 25%.
• Tasks monitoring
2011-04 -
2014-04
Allied Irish Banks pls. - Accounts & Specialist Support - Business Verification Unit
Senior Account Specialist
• Document verification and account opening process for business customers Ensuring compliance of the documentation for personal and business customers in line with Money Laundering & Terrorist Financing Act and the EU Directive
•
Aneta Kapiszka
Information processing & data quality specialist
Banking professional with 9 years experience in financial institution, worked in a number of process and analyst roles. Building strong customer relationship by effectively resolving problems and quickly processing transactions. Goals focused team player with ability to work independently under time pressure.
• Support team member for branch network – personal and business queries
• Complete incoming task within agreed time-frame
• Breakdown investigation
• Involved in Department project - CJA Confirmation Programme, Student Campaign 2011, Remote Account Opening
• Assist in an implementation of new processes – improving efficiency and reduce costs
• Head contact for savings queries and complaints
2010-01 -
2011-04
Allied Irish Banks plc. - Banking Support Services - Savings Account Unit
Team Leader
• Managing a team of 12 people
• Preparing and reporting statistics within agreed timeline
• Assist Internal and External Audit
• Fraud monitoring
• Involved in team and department projects – Student Campaign 2010, Integrated Sales Process
• Effectively organise workload across the team
• Monitor completion and quality of tasks
• Escalating any potential SLA breaches (Service Level Agreement) Building relationship with branch network
Achievements: Due to professional team management I achieved the highest performance statement and was nominated to 'Leadership development' course.
•
2009-01 -
2009-12
Alied Irish Banks plc. -Banking Support Services - Account Opening
Work management
• Adding new material to file records, creating new record and retention of documents
• Dealing promptly with errors and complaints
• Reviewing and updating procedures
• Constant monitoring daily work to ensure adherence to SLA (Service Level Agreement)
• Coaching and training other staff members
Achievements: I was appointed as a Team Leader in Savings Team.
• Delegating task to the team members
• Documents verification and accounts opening process Customer due diligence process supervision- establishing customers identity and verification of address
•
• Preparation and input metrics for management dashboard 2007-05 -
2008-12
Alied Irish banks plc. - Banking Support Services - Branch Services
Info Processing and Data Quality Bank Official
• Document verification process
• Opening Personal and Saving Accounts
• Criminal Justice Act verification - Adhering to Anti Money Laundering and Terrorist Financial Act 2010 requirements
• Deliver high quality customer service
• Constant monitoring and reporting system issues
• Dealing with requests and queries in an efficient and timely manner
• Maintaining excellent relationship with branch network Achievements: Due to attention to details I have identified 10 potential fraud cases from black and white photocopies.
2006-07 -
2007-05
Primark Stores Limited
Sales Assistant
• Sales and handling
• Stock taking
• Balancing cash registers with receipts
• Developing positive customer relationships through friendly manners and excellent service
• Dealing with customer's questions, problems and complaints
• Cash desks supervising
• Working within established guidelines
Education
2000-10 -
2005-10
Cracow University of Technology, Environmental Engineering Master of science: Water Supply, Sewage and Waste Treatment and Water Quality Protection
2002-10 -
2004-10
Pedagogy and Psychology Centre at Cracow University of Technology
Diploma: Pedagogical Study
Interests
Flower arrangments, Health and nutrition, Nordic walking Courses
Stress Management
Interpersonal Communication – Communicating with confidence Team Work and Communication
Being assertive
AOM user training (Active Operational Management)
Leadership Development
I hereby give consent for my personal data included in my offer to be processed for the purposes of recruitment
(in accordance with the Personal Data Protection Act dated 29.08.1997; Journal of Laws of the Republic of Poland 2002 No 101, item 926 with further amendments).