Asela Samarasooriya
Summary
Versatile and detail-oriented professional with extensive experience across government, financial services, and insurance sectors. Proven expertise in case management, client engagement, and regulatory compliance, with a proven ability to handle complex enquiries and support high-volume service environments. Recognised for professionalism, accuracy, and a commitment to delivering positive outcomes for clients and stakeholders.
Overview
11
11
years of professional experience
Work History
Equity Associate
CommSec (Commonwealth Bank Australia)
02.2024 - Current
- Provide timely and accurate support to clients, maintain compliance with financial regulations.
- Manage sensitive information in a fast-paced, customer-focused environment.
- Provided guidance in relation to complex entities such as Trusts, Company and Self Manged Super Funds.
- Liaise with internal teams and external clients to resolve complex queries, verify trade-related information, and ensure seamless operations in accordance with strict industry and ethical guidelines.
Immigration Officer
Immigration New Zealand MBIE
01.2022 - 01.2024
- Reviewed and assessed visa applications, supporting documentation, and applicant interviews to determine eligibility and admissibility in accordance with immigration policies and legislation.
- Conducted interviews with visa applicants to verify identity, assess intent, and evaluate compliance with visa requirements and entry conditions.
- Investigated suspected immigration fraud cases, such as document forgery and identity theft, and collaborated with relevant enforcement and surveillance agencies to support compliance and enforcement operations.
- Maintained detailed and accurate case records in internal immigration databases and case management systems, ensuring all actions and decisions were well-documented and compliant with regulatory requirements.
- Interpreted and applied complex immigration legislation, regulations, and policy guidelines to make sound decisions on visa eligibility and approval.
- Liaised with legal representatives, government agencies, and external stakeholders to gather supplementary information and support complex case assessments.
- Contributed to continuous improvement by identifying inefficiencies in application processing workflows and recommending procedural enhancements.
- Ensured the security and confidentiality of applicant data in compliance with privacy laws and departmental protocols.
- Attended and contributed to internal briefings and compliance meetings to stay current on changes to immigration policy and operational procedures.
Existing Business Consultant
AIA New Zealand
01.2021 - 01.2022
- Accurately processed and maintained policy documentation in accordance with company procedures and regulatory requirements.
- Prepared and provided quotations for policy amendments using various financial and insurance calculators.
- Managed customer enquiries and complaints received through email, post, and the internal customer service team, ensuring timely and professional responses.
- Investigated and resolved complaints escalated via email, postal correspondence, and customer service channels, ensuring a fair and customer-focused outcome.
- Conducted in-depth investigations into complex queries raised by financial advisers, providing detailed resolutions aligned with policy terms and conditions.
- Handled high-priority and time-sensitive cases escalated by the queue manager, ensuring prompt action and resolution.
- Processed a range of policy alterations, including benefit changes, cancellations, ownership transfers, and other contractual updates, ensuring accuracy and compliance.
Customer Service Consultant
Sovereign
01.2017 - 01.2021
- Provided phone-based support to policyholders and financial advisers, addressing a wide range of enquiries related to existing policies and new insurance products.
- Engaged with clients to understand their needs and assisted in making informed policy changes in line with their financial goals and coverage requirements.
- Handled legacy product enquiries, including Superannuation, Whole of Life, and Endowment policies, demonstrating strong product knowledge and regulatory understanding.
- Responded to adviser enquiries regarding both existing client policies and new business proposals, ensuring accurate and timely information was delivered.
- Managed arrears and cancellation enquiries by setting up payment plans, processing policy reinstatements, and offering tailored retention solutions.
- Supported customers with claims-related enquiries across various categories, including Health, Lump Sum, and Disability claims.
- Contributed to the implementation of new systems and processes as an active member of internal pilot projects, providing user feedback and process improvement suggestions.
- Provided mentoring and training to new team members, supporting their onboarding and knowledge development to ensure team readiness and consistent service standards.
- Recognised for achieving the highest Annual Premium Income (API) for new business within the organisation during the 2019 financial year.
Tasking/Escalations Specialist
iiNet Auckland
01.2014 - 01.2017
- Acted as primary case officer for customer enquiries and complaints received via email, ensuring clear communication and prompt resolution in line with service standards.
- Managed Telecommunications Industry Ombudsman (TIO) complaint cases, delivering timely and compliant resolutions in accordance with regulatory guidelines.
- Ensured all TIO cases were handled within specified timeframes and met escalation and documentation requirements.
- Monitored and analysed trends in customer enquiries to identify recurring issues, proactively escalating complex cases to management for resolution.
- Provided technical support for broadband and PSTN connection faults, diagnosing issues and delivering effective solutions to minimise service disruptions.
Education
Post Graduate Diploma - Business Management
Auckland Institute of Studies
01.2013
BSc - Management Information Systems
University College Dublin
01.2010
Higher Diploma - Information Systems
National Institute of Business Management
01.2006
Skills
- Case Management
- Analytical/Critical Thinking
- Immigration Laws and Regulations
- Conflict Resolution
- Investigations
- Risk Management
- Teamwork & Adaptability
- Attention to detail
- Time management
- Problem-solving
- Fundamental analysis
- Technical analysis
- Reliability
- Multitasking Abilities
- CRM
- SALESFORCE
- SLOGAN
- CRIS
- ADEPT
- AMS
- MS Office
- Power BI
Systems
Timeline
Equity Associate
CommSec (Commonwealth Bank Australia)
02.2024 - Current
Immigration Officer
Immigration New Zealand MBIE
01.2022 - 01.2024
Existing Business Consultant
AIA New Zealand
01.2021 - 01.2022
Customer Service Consultant
Sovereign
01.2017 - 01.2021
Tasking/Escalations Specialist
iiNet Auckland
01.2014 - 01.2017
BSc - Management Information Systems
University College Dublin
Higher Diploma - Information Systems
National Institute of Business Management
Post Graduate Diploma - Business Management
Auckland Institute of Studies
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