Diellza Miftari

• Handle diverse customer inquiries with professionalism and accuracy, ensuring seamless interactions and positive resolutions.
• Investigate and resolve customer concerns efficiently, using critical thinking to identify the root cause and provide effective solutions.
• Manage sensitive customer information while maintaining strict compliance with ATO policies and privacy regulations.
• Communicate with applicants to clarify information, request missing details, and provide updates on application status.
• Assess and process applications with precision, ensuring adherence to internal policies and regulatory requirements.
• Collaborate with team members to refine processes, streamline workflows, and enhance service efficiency.
• Assist new employees by offering mentorship, sharing expertise, and helping them integrate into the role.
• Proactively identify areas for improvement and suggest innovative solutions to optimise workflows and reduce processing times.

Client and staff focused and communicates with confidence, achieving quality results in a fast paced environment

• In my role as a service delivery officer, I manage a wide range of inquiries from clients, often relating to complex areas such as deceased estate and superannuation. I always aim to provide clear, accurate information tailored to clients and staff.
• While assisting with a high volume of deceased claims, I was able to confidently explain complex processes to clients and colleagues.

Works collaboratively with a range of stakeholders and colleagues to deliver timely outcomes that enhance the client and staff experience and support capability growth in others.

• I work with others to solve problems and improve outcomes for both stakeholders and colleagues. I also support my colleagues by sharing knowledge and offering help when needed.
• I assist new colleagues with superannuation related queries, helping them understand processes in the their roles.

Researches, investigates and analyses information, to identify issues and work through solutions.

• I take a careful approach when something doesn’t seem right, looking into the details and working through the steps to solve the issue.
• I once received a deceased claim where a miscalculation had occurred. I reviewed the transaction history, applied relevant policies, confirmed the correct amount, and arranged for the error to be fixed.

Applied policies, procedures, frameworks or legislation to provide advice, make evidenced based decisions and complete a range of tasks.

• I refer to the correct procedures or legislation before completing a task or giving advice. This ensures my work is accurate and compliant.
• When reviewing documents for processing, I follow guidelines and legislation to determine what was required for each scenario, which helped the case progress smoothly and without delays.

Collaborated with team members to enhance efficiency

• Processing deceased direct claims was inefficient and inconsistent, leading to prolonged handling times, increased follow-ups, and delays in resolution. The lack of a standardised approach caused confusion among staff and impacted customer experience.
• Our task was to develop a clear, structured, and efficient approach to determine the required documentation for various deceased direct claim scenarios. The goal was to improve accuracy, reduce handling time, and enhance the customer experience.
• Collaborated with other team members to refine the process, ensuring compliance with regulations. Designed and introduced a Deceased Direct Claims template, outlining required documentation for different case scenarios. Created clear reference materials and guidelines, enabling staff to quickly determine the appropriate documents needed based on case specifics.
• Reduced handling time, improving overall efficiency. Minimised touchpoints, leading to a smoother and faster resolution process and increased completion rate, ensuring more claims were finalised accurately and efficiently.

Identified a miscalculation for a direct claim

• A USM deceased claim correspondence was received, involving multiple beneficiaries. Upon review, it was identified that the initial beneficiary received an incorrect payment due to a miscalculation, which could lead to compliance issues and potential client dissatisfaction.
• My task was to identify and correct the payment miscalculation by reviewing all relevant transactions and procedure. Ensure the accurate redistribution of funds while maintaining compliance and transparent communication with the client.
• I conducted a thorough recalculation of the deceased claim by cross-referencing transaction records and procedural guidelines. I identified the root cause of the incorrect payment and sought guidance from support to validate the revised calculations. I took full ownership of the issue by coordinating with the necessary departments, ensuring accuracy before finalising the correction. Corrected the miscalculation while adhering to regulatory requirements, and proactively contacted the client, explained the situation with transparency, and provided assurance that the correction had been made.
• Resolved the payment error, ensuring beneficiaries received the correct entitlements. Ensured compliance with legislative and procedural guidelines, preventing regulatory risks. Strengthened customer trust by handling the issue proactively and providing a clear resolution.

• Assisted with inquiries, transactions, and product recommendations, always prioritising customer satisfaction.
• Proactively identified opportunities to enhance the customer journey, creating a welcoming and engaging environment.
• Built strong rapport with customers by demonstrating a solutions-focused approach to concerns and requests.

• Delivered high-quality service in a fast-paced retail environment, responding to customer needs with efficiency and attentiveness.
• Assisted with inquiries, problem resolution, and transactions while maintaining a positive and customer-centric approach.
• Adapted quickly to changing demands, demonstrating flexibility and resilience in handling diverse challenges.