Melvin Mandingiado

As an External Disputes Resolution customer Relationship Manager, I am responsible for managing individual customer complaints that have been escalated to external dispute resolutions bodies AFCA. My role involves investigating complex cases, preparing comprehensive and complaint responses, and working closely with internal stakeholder to ensure fair and timely resolution of disputes.

I am a key point of contact for the external body, representing the company's position while upholding a strong commitment to customer fairness, regulatory obligations, and reputational risk management. My role requires strong analytical, communication , and negotiation skills, along with the ability to manage competing priorities in a high pressure environment

• Manage a portfolio of escalated customer disputes involving external resolution bodies.
• Conduct thorough investigation and gather relevant documentation and evidence.
• Prepare detailed submissions and responses in line with regulatory requirements.
• Liaise with internal departments to obtain information and coordinate responses.
• Monitor case progress and ensure deadlines are met.
• Identify root causes and contribute to process and service improvement initiatives.
• Maintain accurate records and reporting for internal and regulatory purposes.

Key highlight

• 2025 Q2 Excellence awards winner.

As a Extra Care team case manager I specialized with supporting vulnerable customers who may be experiencing financial difficulty, personal hardship, or other challenging circumstances. My role is to deliver empathetic, tailored assistance while ensuring the bank meets its regulatory and ethical responsibilities. I work closely with customers to understand their unique needs and circumstances, providing appropriate solutions, support options and referrals where necessary.

• Provide compassionate and tailored support to vulnerable or at-risk customers
• Develops and implement appropriate support plans and solutions in line with policy and customer needs.
• Liaise with internal teams to coordinate consistent care and resolution strategies.
• Maintain accurate and confidential case records in accordance with compliance standards.
• Refer customers to external support services where appropriate.
• Advocate for best outcomes for customers while balancing risk and regulatory requirements.
• Contribute to continuous improvement by identifying trends and areas for better support delivery.
• Manage a portfolio size of 75 vulnerable customers with an average of 80% on a active hardship assistance to ensure we have complied with our banking code of practice and customer satisfaction

• Company Overview: The largest provider of debt solutions to individuals and businesses in Australia
• Experienced in guiding clients through development and submission of Part IX Debt Agreements under the Bankruptcy Act. Skilled in assessing financial situations, preparing compliant documentation, and negotiating with creditors to establish realistic and sustainable repayment plans. Consistently manage a caseload of 12 to 15 new debt agreements per month. Adept at providing compassionate support to individuals in financial hardship while ensuring compliance with legal and regulatory standards. Proven ability to manage complex case loads with accuracy and discretion.

• Proven leader with extensive experience managing high-performing debt collection teams to meet and exceed recovery targets. Skilled in performance analysis, coaching, and process improvement to drive operational efficiency and compliance. Adept at fostering a results-driven culture while ensuring ethical, customer-focused collection practices. Strong background in KPI management, training delivery, and regulatory adherence across consumer and commercial collections.

• Experienced and results-driven debt collection professional with a strong track record of recovering outstanding accounts while maintaining positive client relationships.
• Skilled in negotiating repayments plans, handling high volume outbound and inbound calls, and adhering to regulatory and compliance guidelines.
• Demonstrates excellent communication, problem-solving and conflict- resolution skills to achieve recovery targets while treating customers with respect and professionalism.

Achievement:

• Awarded Top Performing CRM of the months May and October 2009 and March 2010.

• Dynamic and results-oriented fitness industry professional and proven success in club operations, team leadership, and sales performance. Experienced in Support day-to-day management of club facilities, driving membership growth, and delivering exceptional customer service. Skilled in motivating staff, executing sales strategies, and achieving revenue targets while fostering a welcoming and results-focused gym environment. Adept at handling member relations, overseeing front desk operations, and ensuring compliance with health and safety standards.

Achievement

• 2nd place hightest gym sales in 2008

Motivated and results-focused leader with a strong background in managing high-performing fundraising teams within face-to-face charity marketing campaigns. Experienced in training and coaching staff, driving donor acquisition, and exceeding daily and weekly sales targets.

Skilled in campaign strategy, team motivation, and performance tracking to maximize impact and ROI for partner charities. Committed to promoting ethical fundraising practices while delivering inspiring public engagement and donor retention

Achievement:

• Awarded: Top Sales Manager 2004/2006 – Cornucopia Group
• Guest Speaker at Sales Summit for Cornucopia Group on Leadership and Motivation