4 minute read
2022 finalists
Credit Team of the Year
AWARD 2022
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The National Credit of the year is Wyndham Destinations
The National Credit Team of the Year Award (CTOY) is an opportunity for credit teams to be distinguished for the great work, results, culture and learning they do daily. Since 2008 the Credit Team of Year Award has recognised the outstanding culture, skills, and achievements of Australia’s leading credit teams.
The 2022 Credit Team of the Year was announced Wednesday 19 October 2022 after the AICM National Conference welcome.
The judges commented on the outstanding performance of the Wyndham Destinations Team.
The Wyndham Destinations team delivered an outstanding application. Their presentation was professional, thorough, polished, and wellrehearsed. They demonstrated a fantastic team culture focussed on rewarding, motivating, and developing staff whilst managing the difficult balance between achieving targets and providing a supportive environment where staff are working with tough hardship scenarios. They delivered strong individual and group performance and displayed with confidence a strong adherence to their organisation’s value and culture.
Thank you to the 2022 Credit Team of the Year sponsor Equifax and judges: l Debbie Leo MICM, General Manager Sales
Corporate Accounts at Equifax l Louise Nixon MICM, Commercial Litigation and Regulatory Partner at Turks l Rhys Buzza MICM CCE, Finance Shared
Services Manager Reece Group
Winner
Wyndham Destinations Consumer Finance
The Consumer Finance Team at Wyndham Destinations Asia Pacific is a team of 68 finance professionals, working across Australia and Southeast Asia, who manage the accounts of approximately 71,000 timeshare owners/members of Club Wyndham South Pacific, Club Wyndham Asia and Innovative Holiday Club by Club Wyndham.
All owners/members of the three clubs pay annual levies and some Club Wyndham South Pacific owners also pay to be part of a benefits program, Lifestyle by Wyndham, while some owners/members across all three clubs also take out finance with Wyndham Destinations/Finance by Wyndham in order to purchase their timeshare.
The team is multi-disciplined and includes divisions dedicated to Lending, Cash Management, Specialised Services, Operational Support, Training and Quality and a fully staffed Call Centre. The team manages an AU$275 million loan portfolio with approximately 13,000 individual accounts and is estimated to generate one-tenth of the business’ revenue.
About the Team
l Cherese Aitken MICM – Supervisor, Lending & Cash Management l David Howard MICM – Manager, Lending & Specialised Services l Jennifer Paterson MICM – Manager, Operation Support l Kelly Bull MICM – Manager, Contact Centre l Lorelle Brauer MICM – Supervisor, Specialised Services l Paul Taylor MICM – Supervisor, Training & Development
Achievements included:
l Creation of new processes to allow the team to complete most tasks electronically and become a paperless office. l Creating a WynCares website for owners to visit and seek assistance regarding any questions they may have. l Cross-skilling of the Contact Centre Team to allow them to make reservations for owners and ensure one call resolution. l Development of a new role, Customer Liaison Officer, to ensure our owners have a more positive experience when purchasing as they interact with one person from start to finish. l Development of a program to encourage the career development and upskilling of our team to encourage retention within the department, but also internal promotion.
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Congratulations to the runners-up:
Recoveries Corporation Pty Ltd
Origin Energy Insource Team
The Origin Energy Insource team is equipped with a comprehensive learning and development framework that provides them with the knowledge and capabilities required to exceed Origin’s requirements and provide customers a unique and highly regarded experience.
About the Team:
l Deborah Cecil – Operations Manager,
Insurance l Rebecca Wilson – Performance Manager l Kuestan Abdul Rahman – Performance
Supervisor l Nick Silka – Performance Supervisor l Mamoona Wajahat – Collections Officer l Bhargavi Appala – Quality Audit Officer
Achievements included:
l Completed a gap analysis and recommending changes to client’s internal hardship training program. l Introduced new roles including Subject Matter Experts and Quality Assurance Officers to uplift performance, quality and provide Origin an additional line of defence. l Won an additional portfolio of work collections work for client’s subsidiary. l Supporting client’s ‘Universal’ team in managing overflow customer credit queries. l Exceeded ‘Net Promoter Score (NPS)’ target of +65 for 11 out of the last 15 months, averaging a score of +67.50.
Congratulations to our finalists:
Vinidex
About the Team:
l Analia Baez MICM – National Credit Manager l Emma Purcival MICM – Credit Risk Controller l Sue Verran MICM – Credit Controller l Cheryl Dickinson MICM – Credit Controller l Rhys Chamberlin MICM – Credit Controller l Sarah Lawrence MICM – Customer Claims
Team Leader
Dindas
Australia (Timber Wholesale) – Credit Department
Meet the Team:
l Rob Windsor MICM – National Credit
Manager Time l Lisa Wilson MICM – Team Leader l Robyn Fisher MICM – Credit Officer l Farn Molesworth – Credit Officer
