Emily Sim Email & Phone Number

Melbourne Area, Australia

- Coordinate and tailor assistance for customers facing significant disadvantage or multiple barriers. This may include activities such as developing individual support plans or assisting people to acquire vocational skills to maximise training and employment opportunities. - Collaborate with other staff and connect with relevant government or community services to deliver the best service offer for the customer. - Provide on the job support and training to other service officers to deliver services, and support their development.- Assist customers to access, navigate or interpret services across a range of payments, programs and services.- Actively promote, demonstrate and where appropriate refer customers to the department’s self-managed and digital services. - Assess customer needs, requirements, entitlements and obligations.- Advise customers on legislation, policy, procedures, payments and services administered by the department

- Perform a range of tasks to enable debt, lodgment and processing activities within the constraints of policy guidelines, where the quality is monitored- Be responsible for the quality and integrity of records on ATO systems and ensure accuracy of data, record interactions and decisions- Work to agreed priorities, outcomes and time constraints- Understand and apply the knowledge, experience and skills required by the work area to achieve business outcomes- Capacity to understand specific client needs and interpret and apply a variety of legislation, policies and procedures to ensure compliance- Build and sustain client and stakeholder relationships to create and maintain a positive impression of the ATO and resolve client enquiries- Explain information using knowledge and experience of debt, lodgement and processing activities to provide accurate information in response to questions and provide appropriate solutions- Work collaboratively in a team environment, support team members, actively participate in and contribute to team meetings- Undertake and comply with legislative, policy and regulatory frameworks- Solve problems that may be complex yet broadly similar

- Deliver high quality client service in accordance with DIMIA Client Service Charter and the Code of Conduct framework- Receive and process incoming telephone and facsimile requests for interpreting assistance in accordance with set procedures- Liaise with departmental staff, clients and external agencies on matters relating to TIS National- Manage workflow to meet TIS operational demands and priorities- Register and allocate interpreters to requests received- Acquire/Develop information management and IT skills specifically within the TIS context- Work in a team environment, assist with team tasks and provide advice and guidance to new staff, including effective on the job training- Participate in performance management, including giving and receiving feedback

- Actively working and completing daily workflow queues- Maximizing individual productivity and quality results- Adhering to process and checklist requirements- Completion of Manual Activity Tracking systems- Managing file matters with minimal errors in order to minimize risk and reporting errors as defined and required.- Servicing clients in regards to property searches, online and manual Title Searching, ASIC company, business and bankruptcy searches, court and probate searching as well as various other services undertaken as part of property transfer- Completion of compliance modules as set by SAI Global- Promoting and upholding the principles of Operational Excellence and continuous improvement- Working with Team Leaders as required to resolve customer complaints- Provide support to peers and Team Leader(s)- Participating in employee life cycle as required (Induction, Training and Development and Performance Management)- Participating in accordance with SAIG Performance Management Framework

- Reinforcing CGU’S commitment to service excellence- Responding to inbound calls from new and existing customers regarding Motor & Home information- Advise customers of their policy entitlements, lodge customer claims and explain the claims and repair processes- First point of contact for CGU customers who have experienced an accident, damage or loss to their motor vehicle or home.- Eliminating stress and creating peace of mind to customers in their time of need