ANALIZA ACOSTA
Sydney,NSW
Summary
With a proven track record at MUFG, I excel in operational excellence and effective leadership, driving performance improvements across diverse teams. My strategic planning and relationship-building skills have consistently enhanced organizational culture and mitigated risks, achieving top-tier service standards and fostering significant stakeholder engagement.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Manager – Family Law/Hesta
MUFG (Formerly Link Group)
11.2023 - Current
- Managed two family law teams – Australian Super based in Melbourne and Multi-funds based in Sydney
- Responsible for building high performing teams to ensure service levels are met and quality of work remains high
- Established and maintained strong working relationships with key internal and external stakeholders
- Ensured compliance with processes/procedures
- Created and drove an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation’s goals
- Development of a risk management culture, and effectively limit risk exposure to MUFG with strategies to mitigate risk
Team Leader – Hesta Death Claims
MUFG
04.2023 - 10.2023
- Managed team members and workflow to ensure that service standards are met or exceeded
- Dealt with member/client escalations when needed
- Provided individual and team performance feedback
- Provided ongoing support, development, training and mentoring to team members
- Responsible for staff recruitment
- Participated in the performance management process and be proactive in identified training needs for team members
Death Claims QC Specialist
MUFG
12.2022 - 03.2023
- Provide feedback to the Team Leader regarding the performance of the team, which aided in recognition, coaching and direction to enhance performance and growth, and realign goals with changing business priorities
- Quality checked outgoing work prepared by the case managers
- Prepared high quality weekly reporting
- Ensured that all interactions and activities are oriented to the member experience
Claims Assessor
MUFG (Australian Super)
04.2022 - 11.2022
- Holistic management of Income Protection and Terminal Illness claims from start to finish
- Assessing the cover Member had at Date Joined Fund and Date of Disability
- Assess if Member is eligible for Income Protection benefits in accordance with the relevant policy
- Undertake a comprehensive calculation of Member’s PDI to determine correct monthly benefit entitlement
- Instructing third party providers (Rehab, Vocational Assessments etc)
- Provide support to less experienced Claims Assessors whilst still keeping my portfolio at Day 0
- Ability to consistently apply medical, legal, claims assessment and superannuation knowledge to assess the merit of a Member’s claim
Business Owner
Ebay
10.2019 - 06.2021
- Selling books, beauty products, electronics, DVDs
- Created, marketed, and managed successful online business (achieving top rated seller status)
- Responsible for all inventory acquisition, bookkeeping, shipping, public relations, purchasing, marketing and quality assurance
- Ability to juggle multiple clients and maintain 100% feedback rating
General Manager
Paradise International Education Consultancy
08.2012 - 06.2019
- Responsible for the performance, profit and loss, compliance, people management and communication of the business
- Managing daily operations of the company
- Managing up to 450 High School & University students from Papua New Guinea
- Business Development
- Conducted seminars for students and staff
- Determine staffing requirements, and interview, hire and train new employees
- Supervising all the department managers and their work: Human Resources, Finance, Administration, Academics, Marketing
Business Owner
Ebay
02.2010 - 05.2012
Civil Litigator/Solicitor
Aston Reid Lawyers
Huntingwood
09.2009 - 02.2010
- Company Overview: A firm that specialises in debt recovery matters
- ARL has many large clients, for example: Fairfax Media Publications, Telstra, Trading Post, Campbells Cash & Carry, Cumberland Newspapers, Express Doors, Courtesy Cars etc
- Case management
- Undertaking research (for QLD, WA, VIC, SA legal procedures)
- Perusing contracts and advising clients as to whether they have a chance of succeeding or whether both parties should enter settlement negotiations
- Writing and sending letters outlining legal advice to clients
- Corresponding with the other side’s solicitor
- Preparing for and appearing at Parramatta Local Court for the following: Pre-Trial Reviews, Call-Overs, Examination, Hearing for Notice of Motion to Set Aside Default Judgment
- Liaising with debtors
- Instructing Counsel
- Preparing numerous courts documents such as: Deed of Mutual Release, Affidavits, Notices of Motion, Consent Orders and QLD court documents
- Preparing Witness Statements
- Settlement negotiations
- A firm that specialises in debt recovery matters
- ARL has many large clients, for example: Fairfax Media Publications, Telstra, Trading Post, Campbells Cash & Carry, Cumberland Newspapers, Express Doors, Courtesy Cars etc
Criminal Defence Lawyer
Aboriginal Legal Service
11.2008 - 02.2009
- Company Overview: A service specialising in Criminal Law
- Providing legal advice and representing Indigenous people in Court
- Client Interaction/liaison – Interviewing and receiving Client’s instructions
- Undertaking legal research (i.e
- Legislation and Cases)
- Writing and sending letters setting out legal advice, explaining client’s current legal situation etc
- Case Management
- Court Appearances: mentions, bail applications, sentence proceedings, hearings etc
- Receiving Custody Notification, provided legal advice to those taken into custody
- A service specialising in Criminal Law
- Providing legal advice and representing Indigenous people in Court
Graduate at Law (Internship)
PH Legal Pty Ltd
02.2008 - 11.2008
- Company Overview: A legal firm specialising in commercial litigation, debt recovery, immigration, conveyancing and probate
- Having an extensive clientele ranging from the largest insurance companies in Australia such as CGU and Genworth Financial through to smaller corporations
- Client Interaction/liaison
- Case Managed – Took carriage of Genworth’s portfolio
- Genworth is Australia’s leading Lender’s mortgage insurance provider
- Drafting letters
- Assisting Research
- Prepared Court Documents (e.g
- Statement of Claim, Creditor’s Statutory Demand, Application for Default Judgment, Writs, Garnishee, Bankruptcy etc)
- Attended Court Hearings
- A legal firm specialising in commercial litigation, debt recovery, immigration, conveyancing and probate
- Having an extensive clientele ranging from the largest insurance companies in Australia such as CGU and Genworth Financial through to smaller corporations
Education
Graduate Diploma - Legal Practice
College of Law
12.2008
Bachelor of Law -
University of Western Sydney
12.2007
Bachelor of Legal and Justice Studies - Criminal Justice
Southern Cross University
12.2004
Skills
- Operational excellence
- Department oversight
- Performance improvement
- Multitasking Abilities
- Strategic business planning
- Staff development
- Analytical skills
- Effective communication
- Decision-making
- Relationship building
Professional References
Scott Walbancke
Head of Insurance Operations
scott.walbancke@linkgroup.com
Mob: 0414 542 586
Lukas Herasan
Service Manager - Insurance
lukas.herasan@linkgroup.com
Mob: 0434 678 614
Katherine Dorfmueller
katherine.dorfmueller@linkgroup.com
Mob: 0412 632 931
Certification
- 2007
Timeline
Service Manager – Family Law/Hesta
MUFG (Formerly Link Group)
11.2023 - Current
Team Leader – Hesta Death Claims
MUFG
04.2023 - 10.2023
Death Claims QC Specialist
MUFG
12.2022 - 03.2023
Claims Assessor
MUFG (Australian Super)
04.2022 - 11.2022
Business Owner
Ebay
10.2019 - 06.2021
General Manager
Paradise International Education Consultancy
08.2012 - 06.2019
Business Owner
Ebay
02.2010 - 05.2012
Civil Litigator/Solicitor
Aston Reid Lawyers
09.2009 - 02.2010
Criminal Defence Lawyer
Aboriginal Legal Service
11.2008 - 02.2009
Graduate at Law (Internship)
PH Legal Pty Ltd
02.2008 - 11.2008
Graduate Diploma - Legal Practice
College of Law
Bachelor of Law -
University of Western Sydney
Bachelor of Legal and Justice Studies - Criminal Justice
Southern Cross University
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