Layel Awik
Guildford,Australia
Summary
Detail-oriented and customer-focused professional with experience in accounts support, financial administration, and high-volume customer interactions. Proven ability to manage sensitive financial information, follow compliance requirements, and communicate effectively with customers regarding payments and account issues. Seeking a Collections Associate role where strong negotiation, organisation, and problem-solving skills can contribute to timely debt recovery while maintaining positive customer relationships.
Overview
6
6
years of professional experience
Work History
Assistant Account Executive
Steadfast
01.2024 - Current
- Support management of client accounts with a strong focus on financial accuracy, compliance, and record integrity.
- Prepare, review, and maintain financial documentation, ensuring accuracy in transactions and reporting.
- Liaise with clients to respond to account-related queries, clarify balances, and resolve discrepancies in a professional manner.
- Follow internal procedures and regulatory requirements when handling sensitive financial and personal data.
- Assist senior account executives with account follow-ups, issue resolution, and administrative support to ensure timely outcomes.
Customer Service Representative
AIA Australia
01.2023 - 01.2024
- Managed high-volume inbound and outbound customer interactions relating to policy payments, premiums, and account updates.
- Processed premium payments, policy changes, and claims accurately while adhering to strict compliance standards.
- Explained outstanding balances, payment requirements, and policy conditions clearly to customers.
- De-escalated sensitive and complex customer situations with empathy and professionalism.
- Maintained detailed and accurate records of all customer communications and financial transactions.
Disability Support Worker
Tree of Goals
01.2020 - 01.2023
- Maintained detailed documentation and reporting in line with organisational and regulatory standards.
- Demonstrated strong reliability, time management, and adherence to procedures in a high-responsibility environment.
- Built trust-based relationships with clients through clear communication and consistent follow-through.
Education
High School Certificate -
Auburn Girls High School
01.2019
Skills
- Accounts receivable & payment processing
- Collections support & follow-up
- Customer negotiation & conflict resolution
- Financial data accuracy & reconciliation
- Compliance & confidentiality
- Case management & documentation
- Time management & prioritisation
- CRM and internal systems navigation
Timeline
Assistant Account Executive
Steadfast
01.2024 - Current
Customer Service Representative
AIA Australia
01.2023 - 01.2024
Disability Support Worker
Tree of Goals
01.2020 - 01.2023
High School Certificate -
Auburn Girls High School
Additional Information
- Strong attention to detail and numerical accuracy
- Comfortable working with targets, deadlines, and KPIs
- Confident communicator with a professional phone manner
- Quick learner with high adaptability
- Available for flexible shifts if required
Cover Letter – Collections Associate (Zip Co)
- Dear Hiring Manager
- I am writing to express my interest in the Collections Associate role at Zip. With hands-on experience in financial administration, account support, and high-volume customer service environments, I bring a strong foundation in managing sensitive account matters while delivering fair, customer-first outcomes.
- In my current role as an Assistant Account Executive at Steadfast, I support the management of client accounts by maintaining accurate financial records, responding to account-related queries, and ensuring compliance with internal and regulatory requirements. This role has strengthened my attention to detail, risk awareness, and ability to follow structured processes—skills essential for effective arrears and collections management.
- Previously, as a Customer Service Representative at AIA Australia, I handled frequent inbound customer enquiries relating to payments, balances, and account changes. I regularly explained outstanding amounts, processed payments accurately, and resolved sensitive issues with empathy and professionalism. Working within strict compliance frameworks, I developed strong negotiation and problem-solving skills while maintaining positive customer relationships.
- I am particularly drawn to Zip’s customer-first approach to collections and its emphasis on responsible credit management. I am confident in my ability to contribute to early arrears management, support customers through suitable repayment arrangements, and deliver outcomes that align with Zip’s values and policies.
- Thank you for considering my application. I would welcome the opportunity to discuss how my skills and experience can support Zip’s Collections team.
- Kind regards
- Layel Awik