Review Support Officer

Organisation: Department of Veterans’ Affairs

Position: Review Support Officer

Location:Brisbane

Connecting with clients
Currently, I am employed as a Customer Service Consultant at Bupa Health Insurance Contact Centre,
which demonstrates my high level of client service. By communicating clearly and succinctly the
complexities of the health insurance industry as it relates to clients, I am able to convey the correct
meaning to clients. In addition, my ability to apply effective questioning techniques enables me to
establish and manage client needs and expectations within individual situations. My excellent
communication skills have been proven by my ability to listen attentively, speak clearly, write
concisely, and compile well-researched and factual information in a structured and direct manner. My
focus is to use unambiguous language and select the most appropriate medium for my audience.
During my employment as a Customer Service Officer with Centrelink, I was able to rapidly acquire a
knowledge and understanding of legislation, policies and procedures. This knowledge enabled me to
collect, analyse, and interpret evidence to determine eligibility for income support payments.
Similarly, as a Team Leader at Centrelink, I applied legislation, policies and procedures to make
determinations regarding staff.
Concise and clear record keeping and updating has been a component of every work position in my
career and I take great pride in upholding this aspect within the confines of organisation and team
protocols. Being adept at responding to client situation changes in relation to their needs and
expectations was vital during my employment at Centrelink and in my current position at Bupa. My
First Contact Resolution and quality results have exceeded the requirements for my various roles.
Customer expectations are increasing, and organisations are progressing forwards to address these
challenges. My experience and knowledge in providing customer satisfaction inspires me to
continually contribute towards this achievement. Monitoring accuracy, quality of work and decision-
making against the current performance standards, assists me to improve in the achievement of team
and individual business outcomes in the customer service environment.
2.

Searching for solutions
The 15 years of experience I have acquired throughout my career working in offices, demonstrates my
abilities in delivering accurate and timely documents for stakeholders. Attention to detail and
providing a quality service are attributes I possess and, as a Customer Service Consultant at Bupa, I
utilise the Microsoft suite of products on a daily basis. This includes writing correspondence to
customers, formatting documents, and updating spreadsheets. At Centrelink, I was responsible for
providing administrative support to senior managers, including writing and formatting
correspondence, legal documents and reports. My experience includes word processing of documents
such as business plans, executive summaries and monthly/annual reports; monitoring existing
documents to ensure they remain up to date, thorough and accurate; together with the development,
formatting and maintenance of databases. I am proficient in developing and formatting Power Point
presentations, newsletters, and brochures. My duties have included writing letters and
memorandums, data entry into organisation databases and spreadsheets, utilising electronic mail,
and efficient and accurate typing. Thriving on providing excellent client service entails flexibility in my
attitude by being open to new ideas and applying relevant legislation to achieve client needs within
the framework of organisational goals.
Prior to commencing a task for which I am responsible, I establish the required outcomes, ensure my
information is accurate, and apply style guides, if relevant. This ensures my work is of a high quality
and well-organised, demonstrating my outstanding skills to be efficient and productive. To ensure
accuracy, I periodically pause to check my work. Collaborating with colleagues and stakeholders,
regularly and openly, assists me to successfully achieve personal work goals together with
organisational outcomes. As a Customer Service Officer with Centrelink, I was responsible for
determining customer claims for payments and investigating fraudulent claims. Providing customers
with seamless service was imperative when I was required to refer clients to specialist staff or other
teams. I would explain the reasons to the customer as to why other staff or teams were required to
participate. This enabled me to monitor and keep customers informed of the progress in their case.
3.

Taking care of business
My commitment to successfully managing caseloads and customer requests, in previous work
positions, has necessitated the prioritising and balancing of my work tasks together with remaining
focused at all times. The Department of Human Services is a fluid environment, often with process
changes occurring at short notice and on a regular basis. I am confident and accomplished in dealing
with these changes and take personal responsibility for meeting objectives and progressing work. This
has been evidenced by applying my initiative in my various roles, in addition to my ability to change
between the various tasks that I am allocated. My drive and integrity was demonstrated through my
self-awareness and dedication to personal development by undertaking training and development
and keeping up-to-date with new departmental procedures and objectives.
Working as a Customer Service Officer allowed me to further develop my abilities to work under
pressure, and recognise and react to the differing priorities in my caseload. Willing to accept
challenging tasks and being flexible by prioritising duties and reorganising work are employment
circumstances in which I flourish. Focusing on the task at hand and diligently working towards its
completion within the timeframe are strong features of my work ethic. Managing a demanding
caseload and meeting deadlines are accepted and necessary components of working and I display
excellent proficiency when under pressure and in demanding situations. Being well-organised, I make
use of calendars and checklists to organise my work day, ensuring that all duties and activities
required of me are completed by the end of the day. Having contributed to the Department of Human
Services at Centrelink, I have gained a thorough understanding of public service professionalism,
including compliance with the Australian Public Service Code of Conduct and organisational values of
integrity, honesty, fairness and openness. I behave in a professional manner at all times and operate
within the boundaries of departmental processes and legal and public policy constraints.
4.

Collaborating with Colleagues:
Supporting productive working relationships, I have demonstrated myself to be an active team
member, building and sustaining positive relationships with colleagues, stakeholders and clients.
Working at Centrelink required me to work collaboratively and constructively with colleagues in a
geographically dispersed environment and therefore I am experienced in participating and
contributing to team discussions. My positive work ethic encompasses maintaining regular
communication with my colleagues via phone, email and web conferencing. This ensures that I
actively listen to my colleagues and involve them in information sharing and recognising their
contributions. The result was ongoing consistency with meeting objectives and clearly demonstrates
my ability to operate as an effective team member.
As a Team Leader at Centrelink, well-developed interpersonal skills were essential in managing
relationships with stakeholders, including professional staff and other organisations. I initiated the
implementation of monthly meetings for Job Network Members which increased the understanding
of the complex issues faced by our customers. As a result of this increased awareness, the number of
customer breaches reduced significantly and provided a higher quality of referrals from my team.
My role at St George Bank demanded flexibility, understanding and the ability to accommodate
differing points of view. Additionally, being able to relate to customers, staff and third parties from
diverse backgrounds was essential. My flexibility, approachability and willingness to take on
additional work helped me to support colleagues to achieve team goals. My active participation in
contributing to team meetings and discussions established development opportunities and business
planning. A branch goal at St George related to the number of new account openings and term
deposits. Volunteering to contact customers who held large sums of money in low interest accounts, I
listened to the banking needs of the customer and offered an appropriate account such as term
deposits or high interest on-call accounts to meet their needs. Further, I referred these customers to
other Customer Service Officers and specialist branch staff to ensure that team members were able to
achieve individual sales targets while meeting branch targets. This contributed to the branch being
awarded the Branch of the Year in 2009.

Job Title:

Connecting with clients
Currently, I am employed as a Customer Service Consultant at Bupa Health Insurance Contact Centre,
which demonstrates my high level of client service. By communicating clearly and succinctly the
complexities of the health insurance industry as it relates to clients, I am able to convey the correct
meaning to clients. In addition, my ability to apply effective questioning techniques enables me to
establish and manage client needs and expectations within individual situations. My excellent
communication skills have been proven by my ability to listen attentively, speak clearly, write
concisely, and compile well-researched and factual information in a structured and direct manner. My
focus is to use unambiguous language and select the most appropriate medium for my audience.
During my employment as a Customer Service Officer with Centrelink, I was able to rapidly acquire a
knowledge and understanding of legislation, policies and procedures. This knowledge enabled me to
collect, analyse, and interpret evidence to determine eligibility for income support payments.
Similarly, as a Team Leader at Centrelink, I applied legislation, policies and procedures to make
determinations regarding staff.
Concise and clear record keeping and updating has been a component of every work position in my
career and I take great pride in upholding this aspect within the confines of organisation and team
protocols. Being adept at responding to client situation changes in relation to their needs and
expectations was vital during my employment at Centrelink and in my current position at Bupa. My
First Contact Resolution and quality results have exceeded the requirements for my various roles.
Customer expectations are increasing, and organisations are progressing forwards to address these
challenges. My experience and knowledge in providing customer satisfaction inspires me to
continually contribute towards this achievement. Monitoring accuracy, quality of work and decision-
making against the current performance standards, assists me to improve in the achievement of team
and individual business outcomes in the customer service environment.
2.

Searching for solutions
The 15 years of experience I have acquired throughout my career working in offices, demonstrates my
abilities in delivering accurate and timely documents for stakeholders. Attention to detail and
providing a quality service are attributes I possess and, as a Customer Service Consultant at Bupa, I
utilise the Microsoft suite of products on a daily basis. This includes writing correspondence to
customers, formatting documents, and updating spreadsheets. At Centrelink, I was responsible for
providing administrative support to senior managers, including writing and formatting
correspondence, legal documents and reports. My experience includes word processing of documents
such as business plans, executive summaries and monthly/annual reports; monitoring existing
documents to ensure they remain up to date, thorough and accurate; together with the development,
formatting and maintenance of databases. I am proficient in developing and formatting Power Point
presentations, newsletters, and brochures. My duties have included writing letters and
memorandums, data entry into organisation databases and spreadsheets, utilising electronic mail,
and efficient and accurate typing. Thriving on providing excellent client service entails flexibility in my
attitude by being open to new ideas and applying relevant legislation to achieve client needs within
the framework of organisational goals.
Prior to commencing a task for which I am responsible, I establish the required outcomes, ensure my
information is accurate, and apply style guides, if relevant. This ensures my work is of a high quality
and well-organised, demonstrating my outstanding skills to be efficient and productive. To ensure
accuracy, I periodically pause to check my work. Collaborating with colleagues and stakeholders,
regularly and openly, assists me to successfully achieve personal work goals together with
organisational outcomes. As a Customer Service Officer with Centrelink, I was responsible for
determining customer claims for payments and investigating fraudulent claims. Providing customers
with seamless service was imperative when I was required to refer clients to specialist staff or other
teams. I would explain the reasons to the customer as to why other staff or teams were required to
participate. This enabled me to monitor and keep customers informed of the progress in their case.
3.

Taking care of business
My commitment to successfully managing caseloads and customer requests, in previous work
positions, has necessitated the prioritising and balancing of my work tasks together with remaining
focused at all times. The Department of Human Services is a fluid environment, often with process
changes occurring at short notice and on a regular basis. I am confident and accomplished in dealing
with these changes and take personal responsibility for meeting objectives and progressing work. This
has been evidenced by applying my initiative in my various roles, in addition to my ability to change
between the various tasks that I am allocated. My drive and integrity was demonstrated through my
self-awareness and dedication to personal development by undertaking training and development
and keeping up-to-date with new departmental procedures and objectives.
Working as a Customer Service Officer allowed me to further develop my abilities to work under
pressure, and recognise and react to the differing priorities in my caseload. Willing to accept
challenging tasks and being flexible by prioritising duties and reorganising work are employment
circumstances in which I flourish. Focusing on the task at hand and diligently working towards its
completion within the timeframe are strong features of my work ethic. Managing a demanding
caseload and meeting deadlines are accepted and necessary components of working and I display
excellent proficiency when under pressure and in demanding situations. Being well-organised, I make
use of calendars and checklists to organise my work day, ensuring that all duties and activities
required of me are completed by the end of the day. Having contributed to the Department of Human
Services at Centrelink, I have gained a thorough understanding of public service professionalism,
including compliance with the Australian Public Service Code of Conduct and organisational values of
integrity, honesty, fairness and openness. I behave in a professional manner at all times and operate
within the boundaries of departmental processes and legal and public policy constraints.
4.

Collaborating with Colleagues:
Supporting productive working relationships, I have demonstrated myself to be an active team
member, building and sustaining positive relationships with colleagues, stakeholders and clients.
Working at Centrelink required me to work collaboratively and constructively with colleagues in a
geographically dispersed environment and therefore I am experienced in participating and
contributing to team discussions. My positive work ethic encompasses maintaining regular
communication with my colleagues via phone, email and web conferencing. This ensures that I
actively listen to my colleagues and involve them in information sharing and recognising their
contributions. The result was ongoing consistency with meeting objectives and clearly demonstrates
my ability to operate as an effective team member.
As a Team Leader at Centrelink, well-developed interpersonal skills were essential in managing
relationships with stakeholders, including professional staff and other organisations. I initiated the
implementation of monthly meetings for Job Network Members which increased the understanding
of the complex issues faced by our customers. As a result of this increased awareness, the number of
customer breaches reduced significantly and provided a higher quality of referrals from my team.
My role at St George Bank demanded flexibility, understanding and the ability to accommodate
differing points of view. Additionally, being able to relate to customers, staff and third parties from
diverse backgrounds was essential. My flexibility, approachability and willingness to take on
additional work helped me to support colleagues to achieve team goals. My active participation in
contributing to team meetings and discussions established development opportunities and business
planning. A branch goal at St George related to the number of new account openings and term
deposits. Volunteering to contact customers who held large sums of money in low interest accounts, I
listened to the banking needs of the customer and offered an appropriate account such as term
deposits or high interest on-call accounts to meet their needs. Further, I referred these customers to
other Customer Service Officers and specialist branch staff to ensure that team members were able to
achieve individual sales targets while meeting branch targets. This contributed to the branch being
awarded the Branch of the Year in 2009.

Word Limit: 350 words maximum per criterion

Location: Brisbane

Connecting with clients
Currently, I am employed as a Customer Service Consultant at Bupa Health Insurance Contact Centre,
which demonstrates my high level of client service. By communicating clearly and succinctly the
complexities of the health insurance industry as it relates to clients, I am able to convey the correct
meaning to clients. In addition, my ability to apply effective questioning techniques enables me to
establish and manage client needs and expectations within individual situations. My excellent
communication skills have been proven by my ability to listen attentively, speak clearly, write
concisely, and compile well-researched and factual information in a structured and direct manner. My
focus is to use unambiguous language and select the most appropriate medium for my audience.
During my employment as a Customer Service Officer with Centrelink, I was able to rapidly acquire a
knowledge and understanding of legislation, policies and procedures. This knowledge enabled me to
collect, analyse, and interpret evidence to determine eligibility for income support payments.
Similarly, as a Team Leader at Centrelink, I applied legislation, policies and procedures to make
determinations regarding staff.
Concise and clear record keeping and updating has been a component of every work position in my
career and I take great pride in upholding this aspect within the confines of organisation and team
protocols. Being adept at responding to client situation changes in relation to their needs and
expectations was vital during my employment at Centrelink and in my current position at Bupa. My
First Contact Resolution and quality results have exceeded the requirements for my various roles.
Customer expectations are increasing, and organisations are progressing forwards to address these
challenges. My experience and knowledge in providing customer satisfaction inspires me to
continually contribute towards this achievement. Monitoring accuracy, quality of work and decision-
making against the current performance standards, assists me to improve in the achievement of team
and individual business outcomes in the customer service environment.
2.

Searching for solutions
The 15 years of experience I have acquired throughout my career working in offices, demonstrates my
abilities in delivering accurate and timely documents for stakeholders. Attention to detail and
providing a quality service are attributes I possess and, as a Customer Service Consultant at Bupa, I
utilise the Microsoft suite of products on a daily basis. This includes writing correspondence to
customers, formatting documents, and updating spreadsheets. At Centrelink, I was responsible for
providing administrative support to senior managers, including writing and formatting
correspondence, legal documents and reports. My experience includes word processing of documents
such as business plans, executive summaries and monthly/annual reports; monitoring existing
documents to ensure they remain up to date, thorough and accurate; together with the development,
formatting and maintenance of databases. I am proficient in developing and formatting Power Point
presentations, newsletters, and brochures. My duties have included writing letters and
memorandums, data entry into organisation databases and spreadsheets, utilising electronic mail,
and efficient and accurate typing. Thriving on providing excellent client service entails flexibility in my
attitude by being open to new ideas and applying relevant legislation to achieve client needs within
the framework of organisational goals.
Prior to commencing a task for which I am responsible, I establish the required outcomes, ensure my
information is accurate, and apply style guides, if relevant. This ensures my work is of a high quality
and well-organised, demonstrating my outstanding skills to be efficient and productive. To ensure
accuracy, I periodically pause to check my work. Collaborating with colleagues and stakeholders,
regularly and openly, assists me to successfully achieve personal work goals together with
organisational outcomes. As a Customer Service Officer with Centrelink, I was responsible for
determining customer claims for payments and investigating fraudulent claims. Providing customers
with seamless service was imperative when I was required to refer clients to specialist staff or other
teams. I would explain the reasons to the customer as to why other staff or teams were required to
participate. This enabled me to monitor and keep customers informed of the progress in their case.
Taking care of business
My commitment to successfully managing caseloads and customer requests, in previous work
positions, has necessitated the prioritising and balancing of my work tasks together with remaining
focused at all times. The Department of Human Services is a fluid environment, often with process
changes occurring at short notice and on a regular basis. I am confident and accomplished in dealing
with these changes and take personal responsibility for meeting objectives and progressing work. This
has been evidenced by applying my initiative in my various roles, in addition to my ability to change
between the various tasks that I am allocated. My drive and integrity was demonstrated through my
self-awareness and dedication to personal development by undertaking training and development
and keeping up-to-date with new departmental procedures and objectives.
Working as a Customer Service Officer allowed me to further develop my abilities to work under
pressure, and recognise and react to the differing priorities in my caseload. Willing to accept
challenging tasks and being flexible by prioritising duties and reorganising work are employment
circumstances in which I flourish. Focusing on the task at hand and diligently working towards its
completion within the timeframe are strong features of my work ethic. Managing a demanding
caseload and meeting deadlines are accepted and necessary components of working and I display
excellent proficiency when under pressure and in demanding situations. Being well-organised, I make
use of calendars and checklists to organise my work day, ensuring that all duties and activities
required of me are completed by the end of the day. Having contributed to the Department of Human
Services at Centrelink, I have gained a thorough understanding of public service professionalism,
including compliance with the Australian Public Service Code of Conduct and organisational values of
integrity, honesty, fairness and openness. I behave in a professional manner at all times and operate
within the boundaries of departmental processes and legal and public policy constraints.

Collaborating with Colleagues:
Supporting productive working relationships, I have demonstrated myself to be an active team
member, building and sustaining positive relationships with colleagues, stakeholders and clients.
Working at Centrelink required me to work collaboratively and constructively with colleagues in a
geographically dispersed environment and therefore I am experienced in participating and
contributing to team discussions. My positive work ethic encompasses maintaining regular
communication with my colleagues via phone, email and web conferencing. This ensures that I
actively listen to my colleagues and involve them in information sharing and recognising their
contributions. The result was ongoing consistency with meeting objectives and clearly demonstrates
my ability to operate as an effective team member.
As a Team Leader at Centrelink, well-developed interpersonal skills were essential in managing
relationships with stakeholders, including professional staff and other organisations. I initiated the
implementation of monthly meetings for Job Network Members which increased the understanding
of the complex issues faced by our customers. As a result of this increased awareness, the number of
customer breaches reduced significantly and provided a higher quality of referrals from my team.
My role at St George Bank demanded flexibility, understanding and the ability to accommodate
differing points of view. Additionally, being able to relate to customers, staff and third parties from
diverse backgrounds was essential. My flexibility, approachability and willingness to take on
additional work helped me to support colleagues to achieve team goals. My active participation in
contributing to team meetings and discussions established development opportunities and business
planning. A branch goal at St George related to the number of new account openings and term
deposits. Volunteering to contact customers who held large sums of money in low interest accounts, I
listened to the banking needs of the customer and offered an appropriate account such as term
deposits or high interest on-call accounts to meet their needs. Further, I referred these customers to
other Customer Service Officers and specialist branch staff to ensure that team members were able to
achieve individual sales targets while meeting branch targets. This contributed to the branch being
awarded the Branch of the Year in 2009.