Summary
Overview
Work History
Education
Skills
Timeline
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Margaret Cute

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Highly motivated and experienced [Job Title] passionate about entrepreneurship and building successful, sustainable businesses. Demonstrated experience leading teams, launching new products and achieving growth objectives. Adept at identifying and capitalizing on opportunities, creating strategic partnerships and driving sustainable growth. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated [Industry] professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience

Work History

SMB – Small Business Assurance – Auditor

ATO
06.2023 - Current
  • My current role as an audit officer, I performed a range of duties that involve whole of client interactions with individuals, small business, and tax agent one to one contact and interactions including:
  • - Pre and Post Income tax refund and lodgement audits
  • - Third Party Fraud cases
  • - Omitted Income Reviews
  • - Escalated Standard audits.

Compliance Officer, Leader

ATO
Chermside
07.2021 - 06.2023
  • My previous role involves GST audit & refund compliance checks, (Input tax credits), on lodged activity statements.
  • This role involved:
  • Acting APS 6 Audit leader & APS 5 Audit
  • Approving audit case work for completion, further work or referrals
    Support and guidance to case officers on procedural matters, law references and material, approval and escalation of case work to review panels for the application of penalties
    Cases approvals with the aim to accredited case officers for self-approval to improve the overall competency of team’s skills, diversity and efficiency
    Supporting audit leaders with the approval work volumes across teams in the streamline processes including Refund Retentions, evidence of enterprise-NFA, Third Party fraud escalation, referral and completion
    Mentoring of inexperienced team members and preparation of position papers for consideration by Technical & Leadership advice for application of penalties and serious non-compliance
    Training, approval and providing guidance to case officers, Team leaders and other audit leaders when action and processing Section 105 – 5 & 93 – 5: 4-year time limits on lodged activity statements, notifying the commissioner of deferrals, claiming GST credits and GST payable amounts, and how the ‘No Commissioner’s discretion’ is applied against these claims and test case judgements from the courts
  • APS 4:
    Guidance and answering procedural questions and enquires, confirming and verifying documents, invoices, Third party checks and GST transaction reports
    Complete whole of client profiling and research using data gather from several ATO and external system sources
    Assess refund risks, signs of enterprise, lodgement and reporting history, cross reference information from other agencies, social media, and business advertising
    This evidence-based analysis then guides me through the next process in our procedures and guidelines
    Contact, conduct audit interviews and liaise with the taxpayers to understand their business, gather information, documents and record keeping practises to confirm the GST refund eligibility reported, explain, discuss, and answer questions on the process and timeframes of completing an audit and follow up where further clarification is required
    Retain refunds for GST, FTC and WET as part of the audit process
    Provide advice and information on the eligibility of input tax credits claimed using tax related legislative references and practises
    Assess and audit the documents provided against the claim using the policies and guidelines set out in procedures and related reference material
    Offer guidance and reference material from the ATO website to taxpayers new to business, have minimal experience or understanding of GST tax laws or our systems to complete activity statement correctly
    Applying for lodgement deferrals, payment arrangements, GIC remission requests and other ATO services
    Provide information on how to request reviews and lodge objects to our decisions
    Explain and provide information relating to Section 105 – 5 & 93 – 5: 4-year time limits on lodging activity statements, notifying the commissioner of deferrals, claiming GST credits and GST payable amounts, and how the ‘No Commissioner’s discretion’ is applied against these claims and the test case judgements received from the courts
    Action 4-year/Pre Issue Hybrid cases unique to our team
    Action compromised TFN cases and escalate identity fraud cases to CISC for further action
    Action re-allocated, more in-depth, difficult, and complex cases and clients for less experienced peers in my and other teams
    Write business cases for repeat and sophisticated behaviour in the current Protego environment for consideration by the penalty panel and provide guidance to team members also preparing cases for consideration
    Action revisions and amendments and create internal referrals for any system issues I am unable to resolve
    Create excel reports for internal referrals for ‘Remit to base rate’ GIC
    Participate in case testing and procedural changes received from Risk & Strategy and other areas, assess the outcomes, and provide feedback on suitability of new case work or process changes
    Provide feedback on developing issues or refund claim trends received/ fraudulent behaviour trends identified during audits
    Provide training, guidance, mentoring and general assistance to new and other team members with processes, procedures, policies, and systems
    Answer technical, procedural questions and provide guidance to grow the team’s capabilities
    Seek advice from experienced peers, audit leaders or Technical Advice & Guidance on very complex business operations or GST interpretations to ensure my research and analysis is correct before contacting the taxpayer to discuss their claim or the decisions related to their audit
    This also expands my knowledge and capabilities
    I am accredited to self-approve my own case work in a number of key areas including refund retention, uncontactable/disengaged/unsubstantiated cases, Enterprise – NFA, Third Party Fraud, Notification of audit and Audit finalisation letters, 4 Year rule - Self Actuating & Self-Assessment cases
    At my last compass meeting my team leader expressed appreciation for my willingness to take on difficult/complex cases and clients for both my and other teams, the ongoing sharing of my knowledge and experience to build confidence and enhance the teams’ capabilities, and the mentoring and supporting of new members to our team and area
    I have a trusted position as a SAC officer within my area and I am required to meet the minimum standard to maintain this security clearance that includes the ability to make ethical decisions, act with integrity and in the best interest of the taxpayer, while protecting the integrity of our tax systems
    I understand and follow the APS values and our cultural traits within our organisation
    I have demonstrated these qualities and requirements during my time employed with the ATO.

Complaints officer Minsterials and Complaints

ATO
Chermside
05.2020 - 06.2021
  • ESB
  • Key Duties, My team was seconded to assist with the growing number of JobKeeper complaints and issues taxpayers were experiencing with understanding and applying for the Governments Economic Stimulus packages, (JobKeeper), due to Covid 19
  • We became part of the Economic Stimulus Branch
  • In this role I have interacted with taxpayers, tax agents and individuals from all levels of business and employment
  • Provided assistance and information on eligibility for JobKeeper, Commissioner’s discretion applications, Turnover tests & Alternative Turnover tests, completing Objection forms, seeking law interruptions from Advice & Guidance, Deferral requests – Exceptional Circumstances
  • Provided assistance with MyGov accounts and linking issues
  • Guiding taxpayers with minimal understanding of tax laws and systems to complete forms with monthly and quarterly GST sales figures, how to calculate 30% downturn in turnover
  • Explaining and demonstrating how to complete Alternative turnover tests using previous GST figures and information
  • Completed reviews of previous decisions on eligibility for JobKeeper, Commissioner’s discretions and Deferrals due to a ruling by the AAT that change the eligibility criteria, explaining to previous ineligible applicants the reason original decisions were upheld, referencing the Economic Stimulus legislation and JobKeeper guides and provide links to the ATO and other government agencies websites
  • Requested Service Delivery to amend incorrect information on JobKeeper forms
  • Requested Data fixes when STP and JobKeeper data had been mismatched or the incorrect Eligible Business participant or ghost employees where added
  • Explaining the criteria for Eligible Business participant and other employment criteria specific to JobKeeper
  • Provided feedback on developing issues and trends with the JobKeeper complaints for reporting to the Economic Stimulus Branch meetings
  • This role involved showing supportive empathy, understanding, recognition and compassion to individuals, who were dealing with the stress and anxiety Covid concerns over a 16-month period.

Auditor

ATO
01.2017 - 04.2020
  • In my previous role as an audit officer, I have performed a range of duties that involve high level taxpayer, small business, and tax agent one to one contact and interactions
  • This included:
  • Standard and Intermediate audits
  • Tax gap profiling and Tax gap audits
  • Merchant Data, Taxable Payments reporting, Fuel tax credits Reviews and Default assessments
  • Apply penalties when appropriate for non-compliance
  • Black economy small business field visits, Reviews and Audits
  • Re-engagement of taxpayers, their small businesses and tax agents to facilitate lodgement of income tax returns, activity statements and TPARs reporting
  • Payment arrangements and remission requests.

Field Services

ATO
Wollongong
03.2016 - 12.2016
  • Project – CAS & Debt – Early Intervention
  • Key Duties:
  • I participated in the Field Service visits to Tax agents, Bas agents, Business originations and Community Engagement events to promote the ATO’s digital online services
  • We offered and provided practical, tailored and hands on assistance including:
  • Demonstrating and working through a client’s circumstances to determine which online services best suited their business
  • Helping clients understand the digital and online services available to meet to their tax and super obligations
  • Promoting the ATO app to Tax and Bas agents to improve record keeping practises
  • Providing follow up contact and services to answer other enquires.

Debt

ATO
Wollongong
10.2014 - 12.2016
  • Early Intervention – CAS
  • Key, In my previous role I interact with taxpayers and tax agents to provide assistance with payment arrangements and other obligations
  • This involved:
  • Negotiation of payment arrangements and explaining the criteria for payment plans, including RAC’s clients
  • Assess reasons for non-compliance and requests for remission of GIC & FTL Penalties
  • Refusals of arrangements and remission requests
  • Completion of interal compliance/audit requests for payment arrangements
  • I performed a range of super accounting processes that involved super funds and individuals:
  • Payment Variation Advice
  • Cancellation and replacement cheques, stale cheques verification, tracing, and reissue
  • Process reversals of unclaimed cheques to the taxpayer’s super accounts
  • Transfers to and from accounts within super online and ICP
  • Transfer of credits paid to incorrect TFN accounts to correct TFN accounts within the super system
  • Super Direct claims and Fund Nomination form processing, including RAC’s clients
  • Data matching client details between ATO and super funds.

CS&S & Support Officer/Coach

ATO
Wollongong
05.2013 - 07.2015
  • I was the support officer/coach for four casual teams for 2 years
  • I was responsible for the training and technical support in approximately fifteen different work processes
  • Direct claims for SG, Co-contributions, Lower income super contribution, Unclaimed Super monies
  • Excess Concessional & Non-concessional contributions superannuation caps
  • ABN Registration, Cancellations and updates – including Self-Managed Super Funds
  • Cancelling of business roles – GST, PAYG, ITI, FTC, WET
  • Data Matching for lost super, incomplete super data from employers
  • Winding up of Self-Managed super funds and System Exceptions processing
  • Identifying skilling gaps and needs, training of casual staff across teams
  • Monthly coaching, feedback, Quality Assurance and Compliance of completed activities every week
  • Identifying procedure improvements & best practices
  • Coaching in outbound phone and correspondence for client contact
  • Small specialised project work completed within short timeframes
  • Supporting my Team Leader in various duties including completing productivity reports, pay & shift information for payroll, while they were on various types of leave
  • Complaint case resolutions and processing
  • Completing quarantine case criteria for large volumes of activities
  • RACs officer for all casual teams, processing of a variety of RACs super and related activities.

Team Leader

ATO
Wollongong
05.2014 - 09.2014
  • I was responsible for a casual team of forty-five staff and a support officer
  • My responsibilities included:
  • Rostering problems for staff not offered shifts or incorrect shift allocations each month
  • Monthly feedback on performance and Quality assurance on completed work
  • Identifying team skilling gaps, needs and organising training to grow the team’s capability
  • Identifying procedure improvements for best practice and efficiency gains
  • Weekly reporting on completed activities, productivity levels, new or small specialised project work, preparation of Business cases for specialised work
  • Completion of payroll shift reports at various APS levels
  • Complaint case resolutions
  • Participated in problem solving, work around solutions, managed staffing issues or conflicts.

Education

Certificate 4 - Accounting, Bookkeeping, Payroll & BAS Completion

Applied Education
Online Course
09.2023

Certificate 3 - Business Administration

CIT
Wollongong, NSW
11.2010

Certificate 4 - Business Accounting & Finance

CIT
Canberra, ACT
12.2020

Skills

  • Audit processes
  • Data auditing assistance
  • Process auditing
  • Vendor audit procedures
  • Internal Quality Audits

Timeline

SMB – Small Business Assurance – Auditor

ATO
06.2023 - Current

Compliance Officer, Leader

ATO
07.2021 - 06.2023

Complaints officer Minsterials and Complaints

ATO
05.2020 - 06.2021

Auditor

ATO
01.2017 - 04.2020

Field Services

ATO
03.2016 - 12.2016

Debt

ATO
10.2014 - 12.2016

Team Leader

ATO
05.2014 - 09.2014

CS&S & Support Officer/Coach

ATO
05.2013 - 07.2015

Certificate 4 - Accounting, Bookkeeping, Payroll & BAS Completion

Applied Education

Certificate 3 - Business Administration

CIT

Certificate 4 - Business Accounting & Finance

CIT

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Margaret Cute