This client applied for a Business Support Administrator role within Queensland Health and gained an interview. A two page statement (formatted in cover letter style) was developed to address seven key competencies and attributes. Full excerpts of three of the competencies are outlined below.

Customer Focus:

All of the positions I have held within the banking industry have been focused on delivering quality customer service. My primary goal is to deliver a high level of service to all customers at all times. I service clients face-to-face, via phone and through written methods (emails and letters). In the banking industry (where a competitive market demands high level customer service to capture and retain business), I have shown that I am able to win new customers and gain ongoing customer loyalty. In my role as Customer Service Manager with the NAB at the XXX Branch, I was responsible for personal/home lending. I kept customers regularly informed by email or phone as to the progress of their application. When the contracts and mortgage documentation were completed, I would personally deliver them to the customer’s home to complete and sign. I kept a vigilant eye on the settlement date to ensure on time submission. I would then ring the customers to advise and congratulate them on becoming new home owners. Many of these customers visited the branch to thank me personally and advised my manager of the professional and dedicated service I provided.

Educating Others:

I have developed, implemented and delivered training/educational programs to staff whilst employed within the banking industry. This has also involved conducting training needs analysis; selecting the most appropriate and relevant programs to conduct; and recommending ongoing training to employees. I have trained staff in all aspects of banking in various areas including general banking and lending, processing applications, customer service processes, and sales generation. This training is usually delivered either one-on-one or in group environment. I regularly inform my staff on changes to training procedures. Furthermore, I ensure that when online training is undertaken (whether it is for the renewal of compliance or product changes or enhancements), that all staff are compliant in these areas. I respect and support the development of staff; foster development by stimulating curiosity and independence in learning; encourage staff engagement in learning new skills; and inspire and motivate staff through high level communication, presentation and interpersonal skills. Importantly, I am confident in my approach in delivering training and educating others as I utilise a highly effective interactive teaching style, and adjust programs/sessions to suit the needs of individual participants in order for them to engage with and understand the material, and learn new skills to apply on the job.

Continuous Learning:

I have demonstrated my commitment to continuous learning through the extensive range of professional development programs and courses I have undertaken and successfully completed over the past three years. Key industry-specific (banking) and general topic courses included: supervision and management; team building and developing staff; customer service management; occupational health and safety; interpersonal communication; problem solving; and time management. I am constantly looking for new opportunities to enhance my skills and those of my team. I am very keen to attend training sessions relevant to the role of Business Support Officer that will improve my ability to perform this role effectively and to exceed expectations.

I’m here to help market you!


Annie Cerone