Divya Chand

• Review Fast Track, Standard and Complex complaints from consumers which have not directly resolved with financial firms in line with AFCA Rules and internal process.
• Communicate in a streamline and effective manner with consumers and Financial Firms to gather and information to understand key driving factors of issues in dispute.
• Negotiate and influence outcomes by managing stakeholder relationships through transparency and proactive education.
• Determine key issues and outcomes in line with AFCA's approaches.
• Investigate, analyse and scrutinise information to form robust and evidence-based views in regard to issues in dispute.
• Consider and apply relevant legislation, industry codes, AFCA approaches, case law and previous AFCA decisions to all views and recommendations.
• Deliver accurate, succinct and complete findings to consumers and Financial Firms, written or spoken in plain English.
• Utilise resources within AFCA, such as seeking Decision Maker advice to ensure consistency in AFCA's approaches and mitigate any weaknesses when forming recommendations and views.
• Achieved working wonders in FY23 in respect to outcomes (118%), timeliness (91%), customer (83%) and fairness (100%) whilst learning dispute resolution process and relevant products (working well as per performance rating).
• Working autonomously and contributing to team success by providing assistance to colleagues and Manager.

• Conducting accurate and thorough end-to-end payroll tax investigations, varying in complexity, industry, and scale.
• Requesting and collating information in a streamline and efficient manner to ensure time management
• Substantiating validity and admissibility of information received in conjunction with preserving data integrity.
• Analysing and interpreting information to deliver through and accurate findings.
• Accurately interpreting and applying legislation, namely the Payroll Tax Act 2007 and the Taxation Administration Act 2002 in a complex legal and commercial environment.
• Quantifying and finalising each entities tax liabilities within the relevant investigation scope period.
• Preparing concise briefs, reports and relevant technical correspondence on multifaceted issues.
• Providing accurate and authoritative information via telephone, email, and written correspondence to internal and external stakeholders.
• Acting with respect, accountability, and integrity as a delegate of the Commissioner and Authorised Officer.
• Building proactive relationships with internal and external stakeholders to increase compliance and streamlining of investigations.
• Educating representatives and entities to maximise probability of future compliance.

• Conducting streamline problem-solving and analysis through the use of trends, research, qualitative and quantitative data.
• Consistent demonstration of accuracy and efficiency in reference to, and not limited to analysis, data entry and relay of information.
• Clear, informed and concise communication with stakeholders.
• Strict compliance and sound understanding of relevant legislation: The Privacy Act 1988, The National Consumer Credit Protection Act 2009, The Anti-Money Laundering and Counter Terrorism Financing Act 2006.
• Application of compliance risk management: identifying, assessing and on occasion planning responses to said risks.
• Consistently meeting completion of project progression deadlines.
• Analysis of transactions in reference to AML, CTF legislation and NFS procedures.
• Adherence of internal polices and processes, inclusive of risk management and mitigation.
• Concurrent, fluid operation and manipulation of CMS, CAP & Microsoft Excel.

• Proficient end-to-end case management, meditative discussions and resolution implementation.
• Compliance with AML/CTF identification requirements via collection, processing and reporting of KYC.
• Clear, informed and concise communication with clientele, internal and external stakeholders.
• Adherence of internal polices and processes, inclusive of risk management and mitigation.
• Timely responsiveness and application of procedural, product and policy changes.
• Analysis of behaviour and transactions in reference to AML, CTF and ANZ legislation and procedures.
• Streamline adaptation and fluidity when working with changing clientele, conflicting projects and workload.
• Concurrent, fluid operation and manipulation of 15 systems, inclusive of iKnow, PLBD and CAP.
• Strict compliance and sound understanding of relevant legislation and industry codes, such as The Privacy Act 1988, Banking Code of Practice 2008, Financial Services Reform Act 2001 and Insurance Act 1973
• Identifying, ceasing and maintaining new contacts as they emerged by applying streamline and efficient screening processes and utilising ad-hoc facilities and procedures.

• Consistent demonstration of streamline accuracy and efficiency when completing repetitive tasks.
• Competent operation and manipulation of clientele database programs, such as CommSee and iSource to assist in resolving enquiries.
• Clear, informed, friendly communication with clientele to ensure customer experience excellence.
• Ability of adaptation to environments, clientele, workload and procedures in an instantaneous manner.
• Application and strict adherence to relevant legislation: The Privacy Act (1988), Code of Banking Practice (2008), industry codes and regulations.
• Development of strategies for minimising risk by using relevant and accurate information and data.
• Achieved a Roy Morgan customer satisfaction rating of 100% in the third quarter, exceeding KPI's and corporate targets.
• Adhered and excelled in obtaining low average handling time.

2020 - 2022 (Discontinued)