Organisation: The Age Care Complaints Scheme
Job Title: Complaints Resolution Officer
Word Limit: 400 words max pp
Location: Perth
Demonstrated high-level complaint resolution and negotiation skills, or capacity to quickly acquire these skills
In order to achieve cultivating results within compliant resolutions, I embody the values of, Impartial, Committed to Service, Accountable, Respectful and Ethical in every setting. At the Child Support Agency, I am accountable for the collection and distribution of funds between parents. Striving to maintain a high level of customer satisfaction, I drive the business objective of management of expectations and minimise the level of complaints. Within each customer engagement, I identify and discuss the key issues and develop an understanding of the desired outcome for the customer.
Demonstrating my ability to managed complaints through to resolution, I received a call from a dissatisfied customer regarding CSA contacting his employer in request to commence deductions from their wages. Assessing this customer files, I identified and explained to the customer that owed the CSA a large amount of money and the expectation was that the debt is paid in reasonable timeframe. Furthermore, I explained that as no payment arrangement had been initiated and all attempts to contact had been unsuccessful then enforcement action is the next course of action in recovering debt. The customer explained that the child was from a brief relationship, they had never met before and that he was not sure that the child was his. In speaking with the customer, I identified that there was two major issues, which required resolving. Addressing the uncertainty regarding his parentage of the child, I also confirmed that the customer currently was supporting their stepchild.
To address the customers questions regarding parentage, I provided him with information on DNA testing and arranged for a meeting with Legal Aid. To resolve the second concern, I reviewed his wife’s Child Support case and after negotiation with her payer obtained a lump sum payment of $15,000 with an additional agreement lodged for the ongoing child support. Whilst DNA tests were being conducted, I made an interim payment arrangement that satisfied the ongoing child support with an additional amount going towards the arrears.
Through my extensive knowledge of both internal sources and external support systems, I was successful in supporting and assisting the customer to a successful resolution of their escalated issues. Maintaining a strong focus the key business objective of collection of child support and management of expectations.
Ability to interpret and apply relevant policies, procedures and legislation
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Possessing a high level of knowledge and ability to interpret relevant legislation, policies and procedures, I have exercised delegation as a Senior Service Officer with the Child Support Agency that is consistent and accountable. Exhibiting excellence in complaint management, I have drawn on my understanding of the frameworks that often bind interacting with a diverse range of stakeholders.
Demonstrating excellent analytical thinking skills, I have held an Intensive debt collector for five years and as such was able to adapt a clear vision, that has been instrumental in the breaking down of the issues responsible for the creation and accumulation of the data. Once information is gathered and organised, I then develop a strategy to approach the customer and discuss how to resolve the issue.
Working a particular case recently at the CSA, I was accountable for a customer file that had acquired a debt of over $300,000.00. Implementing immediately, I initiated critical information gathering to thoroughly investigate and review the financial position of the customer. Following the guidelines, legislation and framework on privacy, I proved my ability to remain professional and discreet in all conversations and investigation of this customer. Assessing the customers case file, I noted that the customer consistently lodged their tax returns showing a modest income and one older style vehicle registered in his name. Making the informed decision, I requested information from his bank, which showed that he had normal day-to-day expenses. Information, I obtained from a tip off advised that the customer had a boat, luxury vehicles and a large property overlooking the ocean. Recognising that further intensive investigation was required to establish if the customer was not reflecting his actual income and capacity to pay, I conducted searches through the tax records gathering information on his previous addresses and located a current spouse.
Utilising the key information I had obtained, I then proceeded to conduct investigations into the identified spouse of the customer. Performing a search through RP Data, I located the property in her name and luxury cars and a boat registered in her name. Upon further investigation of the company via the internet, tax records and a s120 information request sent to the business accountant, I proved that the business was run by my customer. After collating all the collected evidence, I established that the customer was not reflecting his actual income and capacity to pay child support. In conclusion, I gathered and organised the information and provided this to the Australian Government Solicitor (AGS) for review and further proceedings with the case to be presented to Family Court. Filing the case with the court, I was successful in negotiating full payment of the debt prior to it proceeding.
Demonstrated high-level interpersonal, oral and written communication skills
Throughout my career history, particularly in my role at the Child Support Agency (CSA), I have proven successful in providing excellent written and verbal communication. With a capacity to deal with cultural diversity and communicate effectively with people of different ages and backgrounds in the workplace, I have demonstrated my ability to positively influence those around me. Possessing the ability to act in an inclusive manner, as well as taking the initiative often required to build productive relationships, I have been successful in building rapport in all network settings throughout my career.
Communicating with and advising people from all backgrounds, I have earned a sound reputation for my ability to represent clients’ objectives within various settings. As well as using influential negotiation and interpersonal skills, the methods I use include confident written communication, case management and preparation. Different contexts sometimes require different approaches and I adapt my strong communication skills to suit the occasion and achieve the desired outcomes. Extensive active listening skills are often required to ascertain a client’s needs so a greater understanding of their situation can be reached. It is through my commitment to active and passive communication that I have cemented cultivating and rewarding relationships in all my interactions and promoted a profile that exemplifies fair treatment and inclusive environments.
Throughout my career as Senior Case Officer, I have been aligned with a number of clients who are restricted to written communication only. These are often complex cases with clients presenting with difficult behaviours. Currently, I am working with a client with these contact restrictions who writes to me on a weekly basis regarding appeals lodged with the Objections Department of the CSA, the Administrative Appeals Tribunal and the Family Court. In every written response to this client, I ensure that I provide clear and concise explanations, answers to his questions and status updates of the ongoing appeals. Through managing the client’s expectations in respect to outcomes of the appeals and also the timeframes involved in processing them, I have to consistently remind the client of appropriate behaviour and language when dealing with the CSA. While I do not mirror the client’s language, I do tailor my written communications so they can be easily comprehended by the intended reader. My ability to adopt a style of written communication that is applicable to a wide range of audiences has been instrumental to my success.
Demonstrated high-level analytical and problem solving skills, with ability to prepare and finalise comprehensive, well substantiated decisions
Throughout my career, particularly when achieving results in my current position within the Government sector, I have developed the ability to think logically, understand situations from a strategic perspective and follow through by formulating and implementing effective short-term and long-term decisions. Within my role with Child Support Agency (CSA) as Senior Service Officer, I practice informed decision-making, utilising my sound judgement and in full recognition of the implications. Contributing to solutions and progress, I harness information and opportunities when performing my day-to-day duties, working diligently to adhere to existing practices and improve efficiency.
During my 11-year tenure with the CSA, I have embraced a variety of opportunities to continue to develop and build on my high-level research and analytical skills. These are essential to developing a clear vision and understanding of the key issues in each case. By utilising all available research tools within the CSA, analysing critical data against legislation, and identifying the unique attributes of each case, I confidently determine and implement case outcomes. Recently, I managed a complaint that had been directed to a Ministerial member, claiming that the CSA had incorrectly applied a taxable income to a client’s account, resulting in a debt being lodged against that account. As is standard practice, the client’s tax return had been intercepted and applied to the amount owing to the CSA.
Immediately reviewing this particular case, I began interrogating the client’s tax return through the Australian Taxation Office database to obtain the reported income components. Completing the research of all relevant information and data, I then contacted the client to discuss the particulars of their tax return. Whilst reviewing the data, I identified that the client’s employer had incorrectly applied reportable superannuation as salary sacrifice on the payment summary. Standard protocol of the CSA is that amended tax returns are not used for child support assessments, so I commenced further investigation and research into relevant legislation on incorrect taxable incomes and what solutions I could provide to this client. Locating a section of legislation that could be applied, I advised the client that they would require their accountant to re-lodge their tax return on their behalf.
The resolution provided to this client resulted in correct assessment of taxable income and, as a result, no debt owed. For my part, through my ability to research and analyse key data, received positive feedback from all parties for the efficient outcome provided.
Demonstrated strong customer focused outcomes and confidence in liaising with internal and external stakeholders
Demonstrating a commitment to customer solution delivery, I have proven my strong ability to work within a high demand telephony based environment within my tenure at Child Support Agency. Throughout this position, I have displayed a deep understanding of the skill tagging of all calls performed within the department. Within my position as Senior Service Officer, I have embraced all opportunities to work in collaboration with stakeholders and achieving success in resolution. By ensuring that the decisions I make are based on my strong understanding of Child Support Agency guidelines and legislations, I display commitment to the purpose of long-term positive outcomes through educating customers to not expect automatic exceptions or remissions but promote compliance. The outcome of my sound decision making process with customers, I provide customers with greater understanding that penalties are in place to ensure compliance and were not revenue raising.
Within my role at CSA, I engaged with a customer who identified that they were unable to support themselves due to financial issues with their benefits and in addition presented with a fear for their personal safety. Assessing this customer, I determined that there were multiple issues that required attention and the collaboration between CSA and Centrelink. Additionally, I noted that the customer regularly called CSA to obtain payment due details and proceeded to educate the customer on the availability o f information through online tools such as MyGov. Referring this customer to Centrelink, I explained to the Centreline representative the customers concern and fears, requesting viable alternative options available to the customer. I referred the customer to Centrelink and explained to the officer the customers concerns and fears and the options that was available to them. Through working collaboratively with Centrelink, I was influential in the resolution of customers benefit issues and arranged for a meeting between the customer and social worker regarding claims of unsafe. we were able to resolve the customers benefit issues and the customer was able to speak with a social worker about their options for their personal safety. Additionally, I worked with the customer was also able to increase their capabilities and develop a stronger relationship with both the CSP and Centrelink.
Working under the support and general direction of leadership groups, I am committed to making decisions within defined legislative, policy and procedural parameters to determine appropriate customer support or information by working in collaboration with the customer.
Ability to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritise work
As a self-motivated person, I present as a professional individual capable of high levels of organisation to drive business projects to success. Performing in my position at the Child Support Agency, I am adept at communicating to multi-tiered internal and external stakeholders via verbal and written approaches, consistently building quality relationships in order to cultivate collaborative work practices and meet organisational objectives.
Not only do I have the ability to maintain accurate records and reports, I also have a clear understanding of the requirements in following strict compliance legislation and frameworks when preparing reports for stakeholders. Possessing a keen eye for detail, my draw on this knowledge during my position with Child Support Agency when tasked with the review of customer financial records and asset registers to assess against tax fraud. On completion of analysing key data, I collate this information into a descriptive and accurate report that is then escalated within the agency following guidelines of internal protocols. In all interactions including when delivering reports and advice, I consistently adhere to high standards of oral and written communication skills that demonstrate my attention to detail, accuracy, conciseness, logical reasoning, clarity and language, in a tone that is appropriate for my intended audience. Proven in this responsibility, I demonstrate my ability to identify discrepancies and report on these for further review of key information sourced.
During my tenure acting as the Team Leader of the Deceased Customer Management Team (DCM), I was instrumental in the coordination of the final transition of DCM Perth to Newcastle. In coordinating the transition, I determined that a graduated transfer of each team member’s caseload was required. Acknowledging staff morale was low as a result of the transition, I drove the delivery of team-building exercises, encouraged staff to voice their concerns to me, and introduced team activities such as a communal morning tea. As a result, team morale lifted and they became more motivated. In appreciation for their continued support to DCM, I also assisted in the transition of the team into their new positions through management of their training schedules, in collaboration with the new Team Leader, both verbally and via written communication. Possessing a communication style that is open, clear, transparent and respectful to an often-diverse set of needs in a variety of settings, I was successful in negotiating through complex interactions to find resolutions that provided a supportive atmosphere and clear outcomes.
Ability to work in a small team and, as required, perform independently to achieve agreed outcomes
Displaying excellent organisational and planning skills, I manage a personal workload with often time conflicting priorities within demanding environments. Proficient in time management and organisational skills, I attribute my career success to my capacity to set work priorities and deadline schedules. Although performing in a part time capacity, I manage a full time workload and consistently achieve amongst the highest statistics at the Child Support Agency (CSA).
In my position as Team Leader of Deceased Customer Management (DCM), I assessed workload by priority and tasks required. Accountable for the allocation of work to team members, I would consider what strengths or specialised skills would be required to complete any given task. My extensive knowledge of the sorting and reporting systems allowed me to review the work at different times throughout the day and reassess work distributions as new work arrived. Additionally, I maintained a constant understanding of the individual needs and requirements within the team to ensure that staff had an optimum environment in which to manage their workload whilst also meeting their individual work preferences. The results of my strong ability to manage multiple commitments with ease and efficiency, whilst performing in difficult environments with minimal supervision, has provided me with a strong reputation among peers and management.
A self-motivated and results-orientated professional, I take responsibility for achieving outcomes within my position at the CSA. My accomplishments within this position include meeting targets, mentoring and training staff and customers, leading by example, and supporting improvements to systems and procedures. Demonstrating a high level of motivation, personal drive and integrity, I have successfully balanced work with the ability to multitask and remain focused. My career to date has involved diverse responsibilities, which have enabled me to develop excellent personal and professional skills.
Showing a commitment to supporting a positive team culture, I promote collective achievements and contributions to shared goals, while acknowledging the individual strengths and abilities of each team member. Extending this model beyond the team has seen me successfully build trusting relationships to drive and deliver on business objectives, as well as supplying quality information to all stakeholders.
With a history of service within various Government agencies, I possess a high-level knowledge of public service professionalism, and am able to wholly subscribe to its ideals. I also thoroughly comprehend organisational structure and culture and their impact on the professional execution of my duties.
