Arpana Malhotra
Brisbane,QLD
Summary
Debt Resolution Officer with extensive experience in conflict resolution and regulatory compliance at the State Penalties Enforcement Registry. Demonstrated success in negotiating customized solutions, resulting in substantial reductions in outstanding balances. Enhanced team performance through targeted training and support, leading to improved operational efficiency. Strong analytical skills contribute to high first-call resolution rates and increased client satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Debt Resolution Officer
State Penalties Enforcement Registry
Ipswich, QLD
01.2026 - Current
- Provide helpdesk ticket support to ensure timely resolution of inquiries.
- Assess hardship applications and allocated cases to appropriate delegations.
- Liaise with Engagement and other departments to address issues effectively.
- Develop and deliver training material based on team requirements.
- Conduct quality assurance scoring to maintain service standards.
- Train new staff in AO3/AO4 processes to enhance team capabilities.
- Analyse and apply legislation to assist clients in achieving first call resolution.
- Maintain accurate records while navigating computer systems efficiently.
Experienced Service Officer
State Penalties Enforcement Registry (SPER)
03.2025 - 12.2025
- Provided floor support by managing Helpdesk and debt resolution tasks, including merges and escalations.
- Handled inbound and outbound calls, negotiating with debtors while assessing hardship.
- Ensured tailored debt collection strategies to secure strong client commitments.
- Facilitated negotiations by educating clients, resulting in effective agreements.
- Resolved complaints confidently, focusing on complex situations for optimal outcomes.
- Analyzed and applied legislation to support clients and achieve first call resolutions.
- Assessed debtor circumstances for hardship applications, discussing options and solutions.
- Maintained accurate records while efficiently navigating various computer systems.
Debt Resolution Officer
State Penalties Enforcement Registry (SPER)
04.2024 - 02.2025
- Delivered helpdesk ticket support, ensuring quick resolution of client inquiries.
- Liaised with Engagement and various departments to address outstanding matters.
- Assessed hardship applications, directing them to correct delegations for action.
- Evaluated requests for voluntary instalment plan reinstatement effectively.
- Performed quality assurance scoring to maintain high service levels.
- Created and delivered training materials aligned with team objectives.
- Trained new staff in AO3/AO4 roles for operational consistency.
- Maintained accurate records while navigating complex computer systems.
Service Officer
State Penalties Enforcement Registry (SPER)
02.2023 - 04.2024
- Facilitated inbound and outbound calls, negotiating tailored solutions with debtors.
- Secured strong commitments while ensuring duty of care during negotiations.
- Analyzed legislation to support first-call resolutions for clients and colleagues.
- Educated clients on options to streamline negotiations and ensure appropriateness.
- Assessed debtor situations, discussing a hierarchy of options for hardship applications.
- Maintained accurate records while navigating complex computer systems.
Senior Customer Service Officer
Latitude Financial Services
11.2009 - 08.2022
- Managed inbound and outbound collections to optimize recovery processes.
- Handled highly delinquent accounts, achieving significant reductions in outstanding balances.
- Executed special campaigns, including audits, to improve operational efficiency.
- Coached new cohorts through one-on-one sessions to enhance team performance.
- Processed hardship applications to support customer financial challenges.
- Maintained accurate records while navigating complex computer systems for data integrity.
- Provided floor support by addressing complaints and resolving issues promptly.
Education
Bachelor of Arts - Social Sciences Education
University of Punjab
MCM DAV College03-1997
Bachelor of Arts - Human Psychology
MCM DAV College
IndiaSkills
- Conflict resolution and de-escalation
- Investigation oversight
- Data verification
- Task coordination
- Analytical abilities
- Regulatory compliance
Accomplishments
Star of the Month, 12/11/25, Handled a call where I provided timely support with first call resolution quickly to the caller, Debtor then told my supervisor that I should be given 'Star of the month' employee.
Volunteer Experience
Volunteer Counselling for DFV, Helping women who have or are struggling with DFV situations.
Projects
Call Quality Assurance (Q&A) Project, collaborated with DMC Project Manager on a project to refresh and simplify the Q&A process
Additional Information
Attended all trainings to carry out fire drills if required, active member in the work culture club, passionate about making the environment happy and enjoyable
Training Modules
- Call flow with the STAR method, created a call flow module aimed at achieving an excellent and timely customer service experience
- Hardship, created PowerPoint slides discussing questions to understand the type of hardship and actions that can be taken to assist with debtors according to QRO policy and procedures
Certification
Mental Health Aid Officer
References
References available upon request.
Timeline
Debt Resolution Officer
State Penalties Enforcement Registry
01.2026 - Current
Experienced Service Officer
State Penalties Enforcement Registry (SPER)
03.2025 - 12.2025
Debt Resolution Officer
State Penalties Enforcement Registry (SPER)
04.2024 - 02.2025
Service Officer
State Penalties Enforcement Registry (SPER)
02.2023 - 04.2024
Senior Customer Service Officer
Latitude Financial Services
11.2009 - 08.2022
Bachelor of Arts - Social Sciences Education
University of Punjab
Bachelor of Arts - Human Psychology
MCM DAV College