Organisation: Victoria Police
Job Title: Administrative Support Officer
Location: Melbourne
Experience in working with computers and systems to perform a range of administrative tasks including, records management, data entry and word processing tasks
Comfortable and confident in the use of technology, my computer software utilisation and processing skills are of a high standard. Throughout my career, I have used a diverse range of commercial and in-house software systems and databases to perform the specialised functions of my roles within various industries. Some of the software programs and systems in which I have gained proficiency include CTM, CTA, Mamut, Hogan Core Banking System, Siebel, and AS400. In my current position, when speaking with clients with outstanding accounts, one of my responsibilities is to make notes that record everything we have spoken about and enter that information into the Bcc Enterprise and Citrix systems. This expertise with specialist programs is in addition to my proficiency in the use of Microsoft programs for administrative purposes, such as Excel for recording data, Word for preparation of correspondence, and Outlook for management of workflows and scheduling of actions.
My extensive experience in finance-based roles, where accuracy is an absolute necessity, demonstrates my capacity to maintain a high standard of precision in data entry tasks. Similarly, many of my past roles have required me to make thorough and accurate file notes on client records. Positive feedback in previous roles where Quality Assurance processes have been undertaken, such as my positions with the Australian Taxation Office (ATO) and the ANZ Bank, have demonstrated my capability in this regard. My word processing skills have been called upon not only to make file notes, but also to produce letters to clients to whom I have spoken, confirming the arrangement that were verbally entered into.
Having worked in such diverse industries such as banking, taxation, and education, I have demonstrated my willingness and capacity to meet the challenges involved in adapting to new environments. I am quick to learn the use of new computer and administrative processes and systems and am comfortable in doing so with minimal training. In my current role as an Accounts Receivable Officer at Dentsu Aegis Network for example, I was required to learn and use unfamiliar software in order to perform my duties. I was able to rapidly acquire this knowledge with only minimal training and quickly become proficient in performing my new role without assistance.
Ability to accurately maintain systematic and administrative records
Several of my previous roles, such as my positions as Collections Officer at the ATO and Field Call Officer, Agent Management Business and Retail Collections at the ANZ Bank, required me to negotiate and enter into payment arrangements with customers over the telephone. As these file notes were likely to be relied upon by myself or my colleagues in future dealings with that client, it was essential that my record keeping skills were utilised to produce thorough, complete and accurate records of my dealings with the client and any agreement reached. Prior to assisting a customer, I was required to go through the organisation’s standard process for checking customer identity, making a record of this on the file. Where I negotiated a payment arrangement with a customer on the telephone, as well as making file notes to this effect, I also prepared a letter to the client setting out the terms of the agreement that was reached.
The abovementioned roles were undertaken in an environment where strict processes and systems were required to be followed. To ensure that service was being provided to the required standard, a Quality Assurance process was used to check that systems were being followed and that administrative records accurately reflected the content of customer calls. These checks consistently showed that I was accurately maintaining systematic and administrative records, and in my role with the ATO I received ongoing and excellent feedback from the Quality Assurance Department regarding the high standard of documentation and client correspondence generated. During my employment at ANZ, I consistently achieved 100% of all key performance indicators relating to accuracy, timeliness, risk and compliance duties in all of the positions that I held, and was a member of a team which received an ANZ Rewards Recognition for automating processes, increasing productivity, reducing errors and improving team capacity.
The sensitive financial nature of my previous roles has meant that accurate record maintenance was particularly important. For example, as a Settlement Officer at Esanda Finance, part of my role was to consider and make decisions on loan applications. If I took the decision that a loan application should be refused, it was important that I record the reason for this and the information that I took in to account in making my decision, because an approved applicant was likely to contact the company to request an explanation as to why their application was refused. Similarly, in my work with the ATO, when I took a decision to decline a tax refund, it was necessary that a full record was made of this decision and the relevant factors in making it.
Good communication skills with the ability to communicate effectively with a wide range of people both orally and in writing
Roles throughout my career have required me to demonstrate my strong communication skills in both written and verbal mediums. A clear, concise and persuasive communicator, I am experienced in liaising with diverse groups and am able to effectively tailor my communication style to my audience. My experience includes successful communication with both private individuals and commercial operations in the course of my work. In my current role with Dentsu Aegis Network, and in my previous employment with the ATO, I have demonstrated my high-level verbal communication skills though my ability to successfully negotiate with customers and enter into financial arrangements, including debt collection in a business to business setting.
In my current role as an Accounts Receivable Officer, I am responsible for financial collections. This requires me to telephone clients with overdue accounts to ensure payment is going to be made, and re-contact them if the account is not paid by the agreed date. Performing this role successfully requires me to demonstrate a calm demeanour and remain professional with sometimes challenging customers. Demonstrating my success in communicating and negotiating in these sometimes difficult circumstances, I have successfully brought outstanding debtors up to date and have significantly reduced the outstanding amount. Originally placed with this organisation on a short-term contract via an employment agency, my success in the role was such that Dentsu Aegis Network specifically requested that I return to the company when more work became available, demonstrating their confidence in me and satisfaction with my work performance. In this role I have brought collections up to current billing cycle and successfully brought in over $40 million in collections from overdue accounts, a significant positive turnaround from the position when I commenced in the role in April of 2015.
My written communication skills have been demonstrated in diverse contexts over the course of my career. One way in which I have demonstrated my capacity to communicate clearly and concisely in a written format has been in the maintenance of file notes on customer records in my roles with organisations such as the ATO and ANZ Bank. In these roles, the audience for my communications was my colleagues who may have a future need to refer to the customer’s record to gain an accurate picture of previous interactions with them. My Field Call Officer role at ANZ required me to make attempts to locate and contact customers with overdue accounts. I made thorough and accurate records of all of my efforts to locate and contact these customers, with these records then being passed to the debt collection agency to whom the account was referred. At ANZ Bank I also communicated in writing directly to customers by sending them letters confirming the verbal agreement that had been reached by telephone.
Ability to work in a team environment
As a hard worker who is committed to performing to a high standard and producing quality outcomes, I work effectively as a member of a team and contribute strongly to team targets and goals. My ability to work as a member of a team was particularly well demonstrated in my ATO role as Auditor, Micro Enterprises and Individuals. Within this role, I worked within a team of 17 auditors to audit accounts, with an assigned target of 15 accounts per week. The efficiency and commitment that I and my fellow team members demonstrated allowed us to consistently exceed our target by auditing 19 accounts per week in a fast-paced environment that required attention to detail and exercise of responsibility. As a team, we worked together to ensure those that were less experienced were paired with more experienced personnel to ensure that everyone was supported and able to work to a high level. In this, as with other team-based roles that I have held, I collaborated with colleagues and shared information and experience.
When working in a team environment, I always take available opportunities to assist my fellow team members. For example, in my role with the ATO described above, when my own work was up to date I would offer assistance to colleagues who needed it. Whilst my role in the team was working on the administrative function, I could also log into the system and assist other roles as required. My efficiency in completing my work not only means that I consistently meet personal targets, but that I can contribute to ensuring that assigned team targets are met and exceeded. One of my roles within ANZ was subject to a three-minute call handling time guideline. Because I was consistently able to complete my calls in a thorough and courteous manner in less than this time, I had time available to assist colleagues with their workload when needed. I am always happy to learn new skills in order to be able to help others, so my manager in this ANZ role ensured that I received cross-training in other functions within the team so that I could most effectively provide this support. This allowed me to assist others on an ad-hoc basis, as well as cover the essential components of the roles of absent colleagues on top of my own role when required.
Good organisational skills, with the ability to multitask
Capable of exercising good judgement and strong organisational skills, I ensure that my work is prioritised and completed in a timely manner. In my current role as an Accounts Receivable Officer, I operate under limited supervision and am responsible for the management of my own workload with minimal direction. I manage workflow through the use of the Microsoft Outlook calendar, including daily targets and goals which I can track. In this role, when speaking with clients with outstanding accounts, one of my responsibilities is to make notes that record everything we have spoken about and enter that information into the Bcc Enterprise and Citrix systems. This is similar to other roles that I have held within banking, finance and taxation where I was required to make accurate file notes at the same time as holding a conversation with a client. This requires strong multitasking abilities to ensure that the client receives prompt and courteous service while thorough and accurate written records are also maintained.
My ability to multitask is further demonstrated through my success in roles where I am responsible for a high number of open customer matters. For example, in attempting to reach agreement with a customer about repayment of an outstanding account or loan amount, I may need to make repeated contact to provide additional information, seek payment according to the agreement, or to follow up at the client’s request. To organise this workload and ensure that I am meeting all necessary timeframes, I use Microsoft Outlook to schedule tasks and reminders for actions to be completed.
I always seek to perform my work in the most efficient manner possible and to make use of all available time. Through effectively multitasking, I am able to achieve this. During my role at Esanda Finance for example, it would take time for the statements that I had been working on to print. While I was waiting for this printing to be complete, I would use another system that could run simultaneously to undertake different work such as preparing letters to customers. In this way I made the best use of my time and ensured that even when waiting on one system to complete an action, I was able to work productively.
An understanding of the customer service requirements of the position and a demonstrated record of strong commitment and achievement in meeting customer needs
Over the course of my career, including for example within my roles with ANZ, the ATO and my current role at Dentsu Aegis Network, I have demonstrated my ability to liaise with both internal and external stakeholders and provide exceptional customer service management. Within my current role, I am responsible for financial collections. This entails telephoning clients to ensure payment is going to be made, and re-contacting them if the account is not paid by the agreed date. As I am initiating contact about unpaid money, naturally I am sometimes met with hostility or even rudeness from customers. Managing my role successfully and maintaining a high standard of customer service calls on my capacity to be calm and remain professional at all times, regardless of how challenging I may find the customer’s behaviour. I have performed very successfully in collections roles and in my current position have recovered over $40 million in collections from overdue accounts within a very short timeframe. I attribute this success to my capacity to build strong positive rapport with my customers and work with them to reach an agreement that meets both their needs and those of my employer.
I have demonstrated the provision of exceptional customer service skills in my current and previous roles in an environment where Quality Assurance processes strictly monitor customer interactions to ensure that service standards are maintained while adhering to company processes and protocols. In my current role, I have never received a complaint from a customer about my standard of service and have undertaken each and every call within guidelines. In addition, I have exceeded targets in relation to calls per hour by a considerable margin. Similarly, in my ANZ collections role, my target for calls was eight accounts per hour, whereas my average sat at around thirteen accounts per hour. In this role I consistently received positive Quality Assurance ratings, demonstrating my ability to provide excellent service that meets customer needs without loss of efficiency. Similarly, during my employment at the ATO, I consistently received excellent feedback from the Quality Assurance Department regarding the high standard of documentation and client correspondence generated.
A proven record of ethical behaviour and a demonstrated commitment to the Victoria Police Code of Ethics and Conduct, Financial Code of Practice, and Organisational Values
Having worked in a large number of roles within the banking and finance industries, I have demonstrated my capacity to operate in accordance with strict processes and procedures that govern proper dealings regarding access to financial information. Many of these requirements have been similar to the conditions of the Victoria Police Financial Code of Practice. For example, in both the banking and financial industries, I adhered to a rule of declaring when I encountered a matter regarding someone who I knew personally and therefore declined to access their account. Similarly, in these roles I consistently refused to accept any gift from a customer, to ensure that no appearance of bias or favouritism could occur. At the ATO, I had some capacity to make decisions within certain dollar amount limits. For example, if a customer’s debt was of a low amount and there was some outstanding dispute pertaining to it, I had some authority to decline to pursue recovery where the cost would be above the amount to be recouped. These decisions were always made in accordance with strict protocols and without favouritism.
My extensive and successful career in roles where I have been provided with access to sensitive personal information demonstrates my capacity to act with integrity and honesty, providing fair process, confidentiality and respect to all clients. I am therefore well-placed for a role which requires me to demonstrate these same qualities as set out in the Victoria Police Code of Ethics and Conduct. The adaptability that I have shown throughout my career in learning new skills and working in new environments; my flexibility in responding to new challenges and roles; and the professionalism that I have displayed in consistently completing my work to high standards and exceeding targets, also demonstrate my commitment to the values espoused in the Code of Ethics and Conduct. The Victoria Police values of integrity, leadership, flexibility, respect, support and professionalism that form the cornerstone of the Code are aligned with my own personal and professional values, and I would be pleased to demonstrate my commitment to these values in my employment with the Victoria Police.
