EMMA KEENAN
Wollongong,NSW
Summary
Results-driven Compensation Recovery Officer with a proven track record in debt negotiation and financial counseling. Skilled in conducting thorough investigations and delivering technical guidance, I excel in building strong client relationships while ensuring compliance with recovery legislation. My exceptional communication and problem-solving abilities have consistently led to successful payment arrangements and improved operational efficiency.
Overview
7
7
years of professional experience
Work History
Compensation Recovery Officer
Services Australia
07.2023 - Current
- Processing compensation clearances in relation to new claims, lump sum entitlements, and periodic payment arrangements
- Conducting quality assurance reviews of customer and third-party telephone interactions, and providing structured feedback
- Delivering technical guidance and support to personnel within Compensation and Service Centre teams
- Initiating outbound contact with customers and third parties to obtain required information and communicate claim outcomes
- Performing quality evaluations of team member activities and offering feedback to support continuous improvement
- Proactively maintaining current knowledge of industry developments through consistent research and analysis
- Demonstrating high-level communication and negotiation skills to establish payment arrangements with customers, while upholding strong and professional stakeholder relationships
Debt Raising and Recovery Officer
Services Australia
01.2020 - 07.2023
- Delivered high-quality customer service by providing effective solutions aligned with both client needs and Agency objectives
- Conducted thorough investigations into potential overpayments, analysing all relevant information to support evidence-based decision-making
- Accurately coded and maintained customer records, including financial documents such as payslips and tax returns
- Negotiated fair and compliant payment arrangements in line with Debt Recovery legislation and internal policy
- Utilised strong communication skills to negotiate payment arrangements with clients and maintain positive relationships
- Investigated complaints made by customers regarding their debts or treatment by staff members
Customer Service Officer
Australian Health Management
08.2018 - 08.2019
- Performed data entry duties accurately and efficiently using computer systems
- Developed effective listening skills while interacting with customers over the phone or via email
- Answered phones in a friendly manner and assisted callers with a variety of questions
- Utilized problem solving techniques to resolve customer disputes quickly and effectively
- Interacted with customers using active listening skills to confirm or clarify information and diffuse customer complaints
- Applied conflict resolution strategies when resolving difficult customer situations
- Developed expertise in health insurance plans, benefits and coverage options to provide clients with the best fit for their needs
Education
High School Certificate -
Corrimal High School
Wollongong, NSW09.2015
Skills
- Debt negotiation
- Financial counseling
- Payment plan development
- Investigation techniques
- Client relationship building
- Documentation
- Payment processing
- Investigative tools
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Time management
- Organizational skills
- Excellent communication
- Adaptability and flexibility
- Problem-solving abilities
- Conflict resolution
Timeline
Compensation Recovery Officer
Services Australia
07.2023 - Current
Debt Raising and Recovery Officer
Services Australia
01.2020 - 07.2023
Customer Service Officer
Australian Health Management
08.2018 - 08.2019
High School Certificate -
Corrimal High School
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