Organisation: Australian Federal Police
Job Title: Forensic Accountant
Word Limit :750 words max per point
Location: ACT
Achieves Results
Within past roles both in accounting, data management and customer service, I have demonstrated my ability to achieve results, in terms of positive outcomes to situations I have facilitated. Upon commencement of my role working at Medicare, it became apparent that there were around 6000 pending claims within the system waiting to be processed. One of the reasons for the backlog was the lack of knowledge of the staff, which was due to the fact that many of us had not worked in the Medicare claims area before. Within a discussion around the issues, I contributed the suggestion to escalate all of the claims, which involved reporting a system error directly to the IT support department. After my idea was implemented, our team was given a target of finalising six claims each per day. I was averaging 15 settled claims per day, demonstrating my enthusiasm and willingness to achieve and exceed targets. Our relative speed and capacity to deal with files increased dramatically during the next month and the number of unprocessed claims dropped significantly, which was a genuine contribution to the organisation’s strategic direction and greatly appreciated by Management.
During my role working with Duffy Bros Country Fresh Pty Ltd, I was required to analyse and investigate client data in order to prepare financial statements. In addition, my role required analysis and representation of statistics incorporating a wide range of financial products which were available on the market. I used my knowledge of Accounting standards and analysis to determine the suitability of each product and determined whether they complied with requirements around financial service advice. Comparing and determining suitability of these products was successfully achieved. My determination included a review and identification of products which would be of genuine benefit to clients.
Whilst facilitating a review into the Key Performance Management Goals of Duffy Bros Country Fresh, I was part of the team that identified discrepancies in the financials. The company was not achieving the profit percentage it was anticipating, sitting around 5-10% lower than it should have been. Our team made the decision to investigate why this was the case with the idea that we could then provide recommendations to the company to increase their profit percentage. In developing an investigation plan to detect the reason for the discrepancy, we performed audits, inspections and interviews as required and identified the issue. Technical issues at the point of sale within the business outlets had meant that credit and debit card transactions made between 12pm and 1pm were not being processed through the bank and the company was facing a loss for all EFT sales transactions performed between these times. These times are clearly a very busy period in any retail business, however we informed all sites not to process any EFT transactions between these times until the issue was sorted with the bank. After providing senior management with the outcome of the investigation along with recommendations, the bank agreed to pay the outstanding amounts to the company and fix the error causing them. My analytical and investigative skills resulted in raising the company’s turnover to 38% and my team investigation skills were highly appreciated by the company’s directors.
Within my tenure at Duffy Bros Country Fresh as Assistant Finance Controller, I ensured that debtors and creditors records were streamlined, I processed the payroll, processed different financial information using various computer software and kept in touch with customers through phone calls and enquiries. When I took over the position of Assistant Finance Controller, I realised that customer complaints were extremely high, targets were rarely achieved and the general work arrangement was below standard.
I therefore took the initiative to bring the department up to an acceptable standard, and the first step was to ensure that calls and enquiries from customers were attended to as soon as possible and feedback be given within thirty minutes. I worked with staff to set targets and plans and ensured that I did my review and analysis within the stipulated time and forwarded the reports to senior managers for implementation, all demonstrating my ability to achieve results in my role.
One of the most important reports I developed for management during my time there was a recommendation for the reduction of staff, which was adversely increasing operational costs. My effort to streamline the department was realised when customer complaints reduced by 50%, the targets for the department were achieved and it was rated the best in the company moving up from second last position.
Contributes to Strategic Thinking
I have demonstrated across my roles the ability to think, plan and implement a range of strategic activities and projects. At Duffy Bros Country Fresh as Assistant Financial Controller, a situation arose that required strategic and logical thinking to rectify it. On one occasion, the company’s credit limit was voided by the bank citing that the company had gone into liquidation. The bank was dishonouring payments to customers, bouncing cheques and informing people that we had gone into liquidation. Knowing that this cannot have been true, and trying to stem the confusion it was creating, it was clear that immediate action was required. I took the initiate to investigate the matter and had a team meeting to ask for any recommendations and plan the investigation. As a team we first apologised to all affected clients on behalf of the company. During our subsequent targeted investigation, I identified that the actual company that the bank should have been dealing with was Duffy Bros Richmond, a different company to Duffy Bros Country Fresh. This company had gone into voluntary liquidation. I discussed the issue with management and later presented facts to the banks which they received with great apology for the confusion they had caused.
Within my current role, my team was allocated to the processing of Aged Care provider claims for provider funding. In addition, the team was required to extract lists of providers who had been over or underpaid in subsidies. To extract this data, the providers needed to be filtered from around 6000, with payment amounts and cross-matching to occur for each one. It proved extremely challenging for the team to be able to develop a strategy to target providers and their payment status information. Due to my extensive MS Excel skills, I initiated creation of formulae for extracting the list of providers and separating them for data accuracy. With web-based research and my previous experience, I created Excel formula and extracted the files and allocated them to the right places. My work was taken as a trial for Quality and Assurance and it gained 100% accuracy when reviewed. Due to my success in this role, I was then delegated as a staff trainer and assisted in training my fellow team members for extraction of data in line with corporate strategy. My work was highly appreciated by my senior level management and proved to be one of the most beneficial resources in extraction of data from a large database.
Within the Accounts department at Duffy Bros Country Fresh, my responsibilities included maintenance of bank accounts, accounts payable and receivable, as well as providing quality support to various customers, business partners, clients and key stakeholders to the company and respond to their enquiries. Understanding where my role fitted within the organisation, I was able to respond to enquiries and issues with robust advice and give some strategic direction to others.
I would consider myself to be a detail-oriented person with very solid analytical and evaluation skills. I have proven experience in a wide range of accounting work and also possess professional qualifications including a Master of Forensic Accounting and Certificate III in Investigative Services. On occasion, I have been asked to perform SWOT analyses using different methods for implementation; and instilling a focus on achieving KPIs as an individual as well as in a group. This has significantly enhanced my ability to analyse and disambiguate my skills.
As a Customer Service Officer for the Department of Human Services (DHS), I assist clients by providing information on complex issues ranging from making a claim with the Family Assistance Office, processing of claims, payment variances, payments reconciliation, repayment, debt collection, rent certificates and general information in relation to the Family Assistance Office. While providing information to clients it was critical that I provided them with accurate and timely information regarding the Government policies, not my personal opinion. Within this role, I have demonstrated my ability to think strategically. This was demonstrated by the feedback I provided the Family Assistance Office, which assisted the Division with future planning issues including where clients were having difficulty comprehending. It further assisted the Division in gaining an understanding of clients’ concerns and complaints so that future family assistance policies could take these factors into account. Also within this role, I have contributed to the organisational goals and planning. The activities of the Smart Centre contribute to the Department’s overall objective of providing income benefits to the families and individuals for all Australians through the provision of accurate and timely information to internal and external stakeholders.
Cultivates productive working relationships
Within my roles both at the Department of Human Services and at Duffy Bros Country Fresh, it was important for me to foster productive working relationships to facilitate efficiency and effectiveness within my roles. I worked with a broad range of diverse people, including regular staff, external clients and suppliers. As client officer at DHS, I received a call from a woman who was suffering from domestic violence perpetrated on her by her husband. This woman was very upset and was calling to enquire about her payments. Whilst on the phone with her, I asked the woman if she would like me to organise a social worker to call her and talk about her situation. First the woman said no, however after chatting calmly with the woman, she came around and said they could call her, but only if it was between 12pm and 2pm when her husband and children were not home. The woman was thankful for the time I spent with her over the phone.
Also within this role, I would often receive calls that required escalation to ensure that all aspects of their case could be dealt with at the one time. This required communication with the client to gain all information necessary and pass all of this over to another staff member to deal with, ensuring that they understood the intricacies and issues of the case.
Over the course of my career within in the Department of Human Services, we often attended meetings with team members and supervisors which involved discussions around issues relating to operations, challenges and administrative responsibility for confirmation of services and opportunities. This has significantly enhanced sharing of ideas and through teamwork I had been able to push forward the agenda of the organisation through synergy from teamwork.
The parameters of this role have significantly enhanced my ability to work with diverse people to achieve common goals. As a part of my Master in Forensic Accounting, I was assigned to a group task where we were provided a case study involving a reputed Minister of the State, who was taken to court for being unable to meet the requirements of confidentiality and privacy of the Department. The Minister was believed to be dealing with a conflict of interest in one of the major dealings of the department, which had become public knowledge. In a group of three we worked together and distributed the tasks amongst us. We gathered relevant evidence from different sources and completed the tasks to establish the link between the Minister and the parties involved. We gathered the evidence and analysed the documents and made sure that we met the requirements of the confidentiality policy each time. Our report was presented and a decision was made in consideration of our compiled evidence. My ability to ensure our team’s relationships were robust through ensuring a fair delegation of work and allocating roles in line with team members’ strengths, really assisted in presenting a high quality report and presentation. Our lecturer was impressed with the efforts we put into the report and the research behind it all.
I possess effective communication skills enabling me to work collaboratively and inclusively within a team environment. Being a data coordinator at the Australian Bureau of Statistics and Customer Service Officer at the Department of Human Services, I had to apply communication skills to enable me to work in cooperation with the staff, different stakeholders and team members face‑to-face, through email and via phone. I was responsible for ensuring the dissemination of accurate and timely population survey data, maintaining confidentiality of information, making and receiving phone calls, allocation of different documents related to the population survey and liaising with clients through various methods of communication.
To ensure that I maintained good relationships with the people I worked with, I made sure that my forms of verbal communication were clear and understood to by all. I divided my team into three groups and each group carried out individual work and brought it in for discussion by the entire team. I also encouraged team members to provide feedback, exercise tolerance and share knowledge amongst themselves. This helped to improve team cohesion and resulted in improved communication among the team members.
The Chief Coordinator at the Data Acquisition and Collection Branch in Canberra appreciated my work as data coordinator and for giving accurate population survey information. He also thanked me for exercising excellent communication abilities and engendering the spirit of teamwork and requested that I head the Population Survey Program.
Shows personal drive and integrity
During my role at the Department of Human Services, I have been required to deal with clients requiring advice on complex issues related to family assistance claims. This task required consistent active listening skills, understanding and recognising others’ viewpoints while at the same time being aware of Government’s policies and programs. At one point, I spoke with a client who was receiving single parenting benefits from the Department and who had received a debt letter for her income support payment. The client believed that as a single parent and under a low‑income pool that she was being unfairly treated. The client was extremely distressed and agitated and was yelling down the phone. Demonstrating my ability to remain calm and in control in these situations, I used attentive listening skills, empathy, utilised paraphrasing and reflected on the content and meaning of the caller’s concerns. During this time I remained professional, as my main role was to provide information regarding family assistance, yet clearly identifying the caller’s needs, specific issues and desired outcomes. Once the client realised that I was taking the time to clearly identify her concerns, she calmed down and took a much more rational approach. I was then able to explain the calculation of the debt and advised her with variable options to repay the debt. Consequently, a financial hardship form was sent out for her completion.
My experience in the Government Department environment proves my consistency with Australian Bureau of Statistics (APS) values and the APS Code of Conduct. Having previously worked for the Australian Bureau of Statistics, I have an excellent understanding of how and when to act appropriately and demonstrate integrity at all times. Both of these Departments deal with a range of confidential and sensitive data and require that strict confidentially is maintained. Responsibility in handling the data proves my professionalism in promoting a secure culture.
My professionalism in my roles extends to ensuring a safe and healthy working environment and I always endeavour to play my part in promoting this. I have read the Occupational Health and Safety Act 1991 and do what I can to put it into practice in the workplace. My current workplace has a well-defined Workplace Health and Safety (WHS) policy framework. Each employee is responsible for the safety and wellbeing of themselves and their colleagues, and all work is performed in accordance with the requirements of the WHS policy and procedures. I have attended regular training sessions in safe work practices including manual handling, correct workstation setup, risk and hazard identification, and the reporting of accidents or incidents.
The organisation conducts a Workplace Health and Safety self-audit every three months, where by any risks or hazards are identified and appropriately dealt with. All team members share the responsibility of this audit. In one instance I identified that the workstations of several of my co‑workers were not compliant with a safe working environment. After speaking to them about it and getting their agreement, I arranged for a meeting with our Health and Safety Consultant and as a result the workstations were adjusted. One worker commented that the changes reduced their neck and back pain, and another said that she no longer suffered from eye strain. Generally, I am on the lookout for unsafe work practices, such as obstructions to walkways, spills on surfaces that might become slippery and heavy items being lifted in a manner that is likely to cause injury. My view is that if responsibility for WHS is shared by everyone then it is very easy to comply with.
During my Assistant Finance Controller role within Duffy Bros Country Fresh, I was able to read, interpret and apply the relevant Australian Accounting Standards and have since updated and furthered my knowledge of the APES 215 Forensic Accounting Standard. Having a strong working knowledge of these standards and applicable legislation ensures that I am always working within them, as well as within the APS Standards and Code of Conduct.
As a Customer Service Officer who specialises in Family Assistance Office, I demonstrate respect for all individuals, working effectively with diversity and applying ethical standards. At Smart Centre we do long hours of work and sometime have to deal with customers for more than a couple of hours over the phone. Under this situation we strictly need to follow Department Workplace Health and Safety guidelines.
Communicates with influence
I possess excellent communication and interpersonal skills, which I have developed over the course of my career. During my current position with Department of Human Services, I am working as Claims Officer, where I utilise my investigative and communication skills to provide assistance to customers, ensuring that they receive holistic customer service. As a self‑managed person who can independently access and navigate customer services, I actively listen and understand issues and reply to customer enquiries clearly, accurately and confidently.
The process of providing quality customer service and assistance, to the clients of the Family Assistance Office, requires strong communication skills and the accurate recording of details by following prescribed procedure. My effective oral and written communication with a broad range of diverse stakeholders came to the notice of top management, as a result, I was awarded a Quality Customer Service Award for commitment to efficiency, quality, accuracy, engagement, customer outcomes and team player. This created an opportunity for further enhancing and using my communication skills to attain organisation goals and objectives. My experience, knowledge and skills have made me a reliable resource in the organisation and have ensured that efficiency and effectiveness is maintained in my role.
As a Customer Service Officer, I have communicated with and assisted clients by providing information on complex issues ranging from making a claim with Family Assistance Office, processing of claims, payment variances, payments reconciliation, repayment, child care queries, debt collection, rent certificates and general information in relation to the Family Assistance Office. Whilst providing information to clients, it is critical that I provide them with accurate and timely information regarding Government policy and not my personal opinion.
Whilst working in reconciliation for the Family Assistance Office, I assisted the Family Assistance Office (FAO) end of financial year reconciliation team with the preparation of various documents, including scripts that were to be utilised by the Smart Centre to provide information primarily to other providers. I also attended training sessions between the reconciliation team and the Smart Centre and provided suggestions that were of benefit to both parties. These suggestions addressed obtaining and providing practical and accurate information and statistics, which were vital for the FAO team to successfully implement the end of financial year reconciliation. This initiative aimed to improve quality, accessibility and sustainability in the Family Assistance Office.
In addition, I provided Departmental staff with the Weekly Performance Report, answered complex queries and attended a range of training sessions to expand my knowledge and experience with the Department. By using clear communication, in oral and written forms, I ensured that a good relationship with our clients was maintained and I provided an efficient and effective customer service environment through my ability to determine customer needs and provide solutions.
Within my extensive studies, including a Master of Professional Accounting and Certificate II in Investigative Services, I have demonstrated my written communication skills in the writing and submission of successful papers, reports and essays. In addition, I have also met the requirement for presenting to others with rational thought and investigation of ideas through research. Often, these papers and presentations required the use of negotiation and influence, to argue a point of view that was backed up with appropriate research. By being able to influence and construct good arguments, I attained strong results within my studies.
I am fluent in both written and verbal English and in my current role at the Department of Human Services I work as a Service Officer. I have to use effective communication skills, which are essential when I am liaising with clients and customers on a daily basis. I first listen and try to understand the customer’s statement or issue. I then respond effectively and efficiently. I have extremely high standards when it comes to communication since I have completed Chris Howard’s Leadership and Coaching Academy. This course included subjects: NLP Results, Master Results, Performance Consultant Certification and Presentation and Platform Skills. The main focus of the course was effective communication.
Overall, I possess excellent communication, negotiation and interpersonal skills which have assisted me in being successful throughout both my academic and working life.
