Angela Carlisle

As a Technical support officer placed within a delivery team in addition to being a team member of the National Technical Support Network, I complete the following tasks and objectives:

• Assist case officers in identifying risks and explained solutions to enable them to proceed with their case work.
• Use JIRA manage and process support and technical requests.
• Document support interactions for future reference.
• Collaborate with managers at various levels to escalate and address technical issues.
• Provided assistance in implementing and developing training to be delivered in a virtual environment.
• Provide technical advice in relation to audits by using relevant legislation and technical knowledge
• Provide assistance to interpret procedures and procedural updates.
• Complete quality checks of work completed by case officers, by utilising the JIRA system, procedures and extensive knowledge of relevant legislation.
• Conduct research and formulate responses to technical enquiries from case officers and clients

As a client engagement officer I conduct complex work-related expense audits. Using my expert research skills, strong ability to interpret legislation and to communicate with various stakeholders

Demonstrated Duties

· Conduct work-related expense audits of pre and post issue of both self-preparer or tax agent, Agent case program

· Gather and investigate information from ATO systems, analyzing the information and determine its relevance.

· Risk assess cases to determine how the audit should be progressed.

· Prepare a detailed report on the findings of my investigation, outlining the ATO’s position in regards to the deductions claimed and the imposing of potential penalties.

· Communicate with the relevant stakeholders to provide tailored impartial information whilst applying the relevant legislation. Tailoring the information and using language to my audience.

Assist clients with understanding their obligations and responsibilities, to improve their experience with the ATO.

As an APS 3 Debt Officer at a high level of performance, I undertook many roles in different sites of the ATO, including Early Intervention, Firmer Action, Legals & Insolvency. I also had numerous opportunities to undertake higher duties as an APS4.

Demonstrated Duties APS3

Parramatta Site – Firmer Action, Legals & Insolvency

· Assessed and researched client’s accounts

· Assessed compliance and payment arrangement history, reviewing notes and previous actions taken on the account.

· Assisted clients in understanding their obligations and proceeded to negotiate viable payment arrangements whilst using a risk to revenue approach.

· Provided expert advice and technical assistance to insolvency practitioners an individuals in relation to complex insolvency matters via inbound calls

Demonstrated Duties APS 4 (Higher Duties)

· Coached and trained staff of various levels

· Provided face to face support to operatives on inbound phone lines.

· Provided technical support to team leaders.

Penrith Site

Demonstrated Duties APS3 - Firmer Action, Legals & Insolvency

· Using expert investigation skills to assess cases for the potential issuing of summons to individuals.

· Use both ATO systems and internet searches to locate clients to ensure they will be served with the summons.

· Use extensive knowledge of legislation and pleadings to issue the summons to the appropriate court.

Demonstrated Duties APS 4 (Higher Duties)

· Coached and trained staff of various levels

· Provided face to face support to operatives with the varied work types they were performing, such as the issuing of summons, and processing insolvency correspondence

· Provided technical support to team leaders.

Albury Site

Demonstrated duties APS3 – Early Intervention, Firmer Action, Legals, Insolvency & ITX Refunds

· Communicated with various stakeholders, including individuals, tax agents, company directors, to assist them in understanding their obligations in relation to the payment of their debts, while taking an empathetic risk to revenue approach. Negotiated payment arrangements that were of a favourable outcome for the client and the ATO

· Negotiated payment arrangements with businesses using the ATO BVAT tool which enabled informed decisions and to ensure that viable payment arrangements were entered into.

· Processing of insolvency correspondence of various complexity that were received from insolvency practitioners and provide explanations of debts and their obligations in relation to reporting to the ATO.

· Process the status of GST refunds within ITX, by using ATO systems to establish if the client was entitled to receive the refund upon completion of a GST audit. Discussed the refund with the auditing officers to gain an understanding of the audit process within the ATO.

Demonstrated Duties APS4 (Higher Duties)

· Coached and trained staff of various levels

· Provided face to face support to operatives with the varied work types being performed.

Provided assistance to other officers in various sites via the coaching assistance phone line