Hilda Issac
Sydney,NSW
Summary
Experienced Investigation and Payment Analyst with knowledge of processing local and international payments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Motivated to maintain customer satisfaction and contribute to company success.
Overview
10
10
years of professional experience
Work History
Investigation and Payment Analyst
Commonwealth Bank
01.2020 - 04.2022
- Responsible for the investigation and re-issuing of payments concerning CBA’s major payment streams.
- Processed payments including, International Money Transfers (IMTs), Real Time Gross Settlement payments (RTGS - domestic payments) and all Foreign currency and AUD Payments processed via Bank’s major electronic systems - CommFX, CommBiz, NetBank and also including all incoming foreign currency and AUD payments from overseas and domestic banks.
- Processed payments using systems SWIFT (AMH), Payment Management System (PMS), Intellitracs and Wallstreet.
- Processed charges payments for overseas and domestic banks.
- Actioned Cases and maintained aftercare of existing/ closed/ diary cases for outward/ inward/ AUD and foreign payment investigations
- Complied with service level agreement standards for delivery and adhering to all policy and procedural guidelines.
- Reported any unusual or difficult transitions and/ or complaints.
- Management reporting including internal communication to other areas and preparing write-off submissions for management.
- Reported additional tasks as directed by the manager to achieve team goals and objectives.
- Complied with all escalation protocols to support risk mitigation relating to cases and complaints.
Teleclaims Consultant
CommInsure, General Insurance
05.2018 - 01.2020
- Lodged claims for Home and Motor policies and assigned them to the relevant team.
- Allocated work to Preferred Suppliers/Builders on the CAS system.
- Liaised with customers, suppliers and internal specialists, as appropriate, to manage fast-track claims process towards finalization.
- Managing payments on the I90 system to customers and suppliers/builders.
- Lodged complaints from clients and assigned them to team leaders via the Firstpoint application.
- Allocated claims outside delegated authority to relevant team/specialists.
- Reviewed claim tasks/lodgments.
- Gained exposure to denial letters process while participating in E2E team for changing home claim process.
- Actioned incomplete tasks and system exceptions for home and motor claims.
- Investigated and resolved complaints from customers in an empathetic manner.
- Monitored Teleciam consultant calls and Identified calls failing to meet predefined standards and identified the problem.
- Provided general support as a point of reference for the new Teleclaims consultants.
- Liaised effectively with other departments, such as the billing department, GICC and the underwriter department, to ensure accurate data entry.
Billing & Administration Officer
CommInsure, General Insurance
07.2017 - 05.2018
- Seconded to assist Business Partnership Team during peak period to undertake data cleanse related to supplier quotes.
- Developed knowledge of and utilised the Estimage platform to effectively communicate cancelled quotation requests to suppliers.
- Gained exposure to the CAS home claims system while undertaking a Tele Claims secondment.
- Utilised I90 to manage client details and apply wealth package on client policies.
- Liaised effectively with other departments including the billing department and underwriter team to ensure accurate data entry.
- Maintained accurate customer and policy records on GI platform systems via quality data processing.
- Escalated customer requests or enquiries outside of agreed delegated levels of authority appropriately.
- Lodged complaint emails from clients and assigned them to team leaders via the Firstpoint application.
Accounts Clerk
Gulf Keystone Petroleum Ltd.
07.2013 - 02.2016
- Processed and monitored incoming payments (accounts receivable).
- Liaised with the London office for approval of invoice payments of over 100,000.00 USD.
- Prepared and authorised payroll.
- Utilised account software (IDEAS) to record transactions.
- Maintained petty cash records on Excel.
- Prepared oil sales report to reconcile payments against oil weight.
- Processed orders and invoices for telecommunication services, including liaising with providers as required.
IT Officer
Ministry of Agriculture and Water Resources
08.2012 - 04.2013
- Participated in a project to roll out computer hardware and software, transitioning the organisation from paper-based systems.
- Assisted with the development of policies and procedures for the new IT department.
- Supported the IT Manager to deliver IT support to over 500 staff.
- Provided IT helpdesk support.
- Liaised with internet service providers to troubleshoot issues.
- Provided general administration support to the team, including managing office supplies.
Education
Bachelor of Science (Applied Computing and Information Technology) -
University of Kurdistan
01.2012
Skills
- Customer Service
- Problem-Solving
- Microsoft Office
- Task Prioritization
- Payment Processing
- Cash Management
- Data Entry
- Payroll Administration
- Complaint resolution
- Time Management
Languages
Assyrian
Arabic
English
Professional Affiliations And Activities
Habitat for Humanity International - August 2009 (Selected to represent University of Kurdistan in a volunteer construction project)
References
Available upon request
Timeline
Investigation and Payment Analyst
Commonwealth Bank
01.2020 - 04.2022
Teleclaims Consultant
CommInsure, General Insurance
05.2018 - 01.2020
Billing & Administration Officer
CommInsure, General Insurance
07.2017 - 05.2018
Accounts Clerk
Gulf Keystone Petroleum Ltd.
07.2013 - 02.2016
IT Officer
Ministry of Agriculture and Water Resources
08.2012 - 04.2013
Bachelor of Science (Applied Computing and Information Technology) -
University of Kurdistan
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