Profile: Téa May, Commonwealth Securities

TÉA MAY
Client Service Officer
Commonwealth Securities Pty Ltd (CommSec)

Number of years in role:  20 months

Number of staff / seats:  100

What do you do?
I work for CommSec as a Client Service Officer (CSO) taking inbound calls from clients wanting account or market information or to place a trade. I’m also a senior team member of our outbound sales team, making calls to clients who are wanting more information on specific products or services we offer.

Describe a typical work day.
Arrive at work and start the day with a team meeting to discuss any important issues or market events for the day. I’ll then meet with the sales team to set targets and discuss any product changes or initiatives.   Most of my day is spent either taking calls or contacting clients about their enquiries. Most days I’ll spend lunch with my team mates for a few laughs and a catch up session. If I’m working on a specific project or campaign I may spend time in the afternoon in meetings.

What results are expected in your position?
I have 5 specific KPIs relating to call quality, true calls per hour, referrals and sales. My performance reviews also require that I meet certain standards in relation to team contribution and professionalism.

How did you get here? What has been your career path?
I started at CommSec after the completion of my Degree in Agricultural Economics majoring in Corporate Finance. I’ve always aimed at a career in finance, specifically in stockbroking and see this as a fantastic entry into this dynamic industry. Since being at CommSec I have completed my PS – 146 Compliance Certificate, Accredited Derivatives Advisor Level 1 & 2 and undertaken other courses involving service and sales.

What's your career highlight?
My career highlight was being nominated by my peers for the ATA Teleprofessional of the Year 2005 and then winning the award for New South Wales. I now have the opportunity to participate at a national level, and fingers crossed this will be my new highlight.

What's the most unusual thing that's happened to you at work?
Getting the heel of my stiletto shoes stuck in a groove on the elevator floor as the doors closed on me. Don’t worry it was a happy ending, one of my team mates came to the rescue.

What's the best and worst thing about your job?
The industry we work in is very dynamic so if it’s a big day in the market or there’s been an important announcement, our call volume can increase dramatically so you need to make sure you are prepared to handle the pressure.

The best thing by a mile is the people I work with. I am constantly learning and being inspired by the people that surround me. I’m in a young, vibrant team who are motivated to meet their goals.

How important is it to plan your career? Have you?
I think it’s very important to set goals and establish a workable plan to meet them, but I also think it’s extremely important to have the flexibility and open mindedness to take on opportunities that may not fit into this plan.

Talk to trusted peers, colleagues or mentors because they have the advantage of seeing you from a different angle, and therefore picking up things you may miss.

What did you want to be when you grew up?
I wanted to be a Fighter Pilot (I think it was due to an overdose of Top Gun) but those who know me would probably agree the fact that I have to wear glasses 24 hours a day is a big obstacle to that goal.

My next best talent was my knack for numbers and economic theory which lead me to where I am today.

What is your dream job?
I was hoping that CommSec would open an office in Tahiti but unfortunately my proposal was knocked back.

What is the most important factor in a successful career?
Motivation and drive to do something you’re passionate about.

Any tips on how to get and stay ahead?
Respect and learn from every person you work with no matter what position they hold (surprises come from everywhere, that’s why they are called surprises).

Work smarter but also harder when required and take the time to cultivate a fun environment while always getting the job done.

How do you maintain balance between your work and personal life?
It can be very hard sometimes as I’m one of those people that if left to my own devices will think about work after hours. I guess that’s where good friends and family come into play; once I’m with them the laughter takes my mind off everything else.

How do you encourage loyalty with your staff and clients?
By making sure I provide both with a large amount of respect. With my team mates I would never ask anything of them that I did not expect of myself.

I provide clients with the level of service I would expect. Without them my job is irrelevant.

What are the important qualities required to be a good manager?
A good manager needs to be somebody who knows how to motivate and drive their team. They need to demonstrate thought leadership and lead by example. To make a successful team you need to be able recognise individual strengths and personalities and find the best way to work them together.

What do you think the biggest issue in your field is - and what should be done about it?
For years share trading has been something that the average Australian has found too expensive or too complicated to take part in. I think CommSec has come along way to help relieve this problem by providing easy and affordable access to the Australian market.

I feel it is our responsibility to take this a step further and continue with the education of our clients so they can make informed decisions about their financial future.

If you could invite five people, living or dead to dinner, who would they be?

• Jane Austen
• Sean Penn
• Roisin Murphy (lead singer Moloko)
• My boyfriend, Paul
• My best friend, Lani

Who has been the biggest influence on your career? And who do you admire the most?
My parents have been a big influence, not in a direct way but for constantly pushing and supporting me through all my studies and goals. I’ve also been extremely lucky with the Team Leaders I’ve been involved with such as Geoff Beeston and Sumer Hingorani. 

What or who are you incapable of working without?
I’m incapable of working without my snack drawer; it keeps my mind on the job at hand and not my lunch. 

What do you think employees want from their employer? And what does your company do for its staff that you feel is different from what other companies provide?
What I want from an employer is opportunities to further develop myself both professionally and personally.

What makes me happy as a CSO is the fact that management cares about what I think, they guide me on how to do my job and show me that they care about my career and future.

What I believe differentiates CommSec from other centres in the country is our career development program and our opportunity to cross train with other business units.