Summary
Overview
Work History
Education
Skills
Certification
Reference
Timeline
Generic

Nafiza Islam

Point Cook

Summary

As a highly dedicated, self-motivated and an enthusiastic professional, I possess extensive experience providing financial management, business administration support and high-quality customer service in various environments. In addition to proactive communication and interpersonal skills, I am a valuable and an effective member of the team, capable of organising, overseeing team activities, and collaborating effectively to achieve quality results. Proven ability in analysis of complex issues and high-level adherence to confidentiality Experienced facilitation and presentation skills Calm disposition with an ethical, logical, and fair approach in stressful situations Team player with highly effective time management skills Demonstrated problem solving, research and analytical skills. Strong written, oral, and interpersonal skills Strong ability to create rapport and engage with a wide range of people in a professional manner from various cultural backgrounds.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Finance Officer

08.2002
  • Support the Director and Manager by providing strategic advice and support to key stakeholders on relevant financial matters to inform decision making, mitigate risk, and enable achievement of efficiency, savings targets and strategic outcomes
  • Educate and support relevant business areas to develop financial capability and improve confidence and accountability in financial business decision making in order to promote a consistent financial management approach across FACS
  • Participate in the development of management reporting systems and accounting methods to improve existing procedures and the communication of management information
  • Establish and maintain effective working relationships with key internal and external stakeholders including senior managers and service delivery divisions to exchange information, obtain cooperation and support and provide financial advice
  • Work effectively with team members towards mutual continued development and to provide feedback to each other on tasks undertaken.

Finanace Officer

Disability Insurance Scheme, NDIS
10.2022 - Current
  • Utilise appropriate systems and processes to review, maintain and manage accounting and financial information to facilitate a robust and consistent approach to financial management and reporting across the division, ensuring compliance with FACS objectives, government policy, accounting standards and statutory requirements
  • Provide reporting and analysis specific to the team’s role in FACS’ end-to-end financial planning, budgeting, forecasting and reporting functions, to understand and optimise the whole of FACS financial position
  • Undertake analysis and review of management reports and identify critical financial issues and risks in order to generate strategic insights that support the business to optimise its financial position, protocols and internal processes.

Data Analyst Officer

JBWERE-NAB
07.2022 - 09.2022
  • Focused on supporting the AML/KYC compliance refresh project for high network clients to align with compliance legislations
  • Verified and matched data and information against other sources
  • Entered data in the JBW systems that aligns with the data supplied in Excel workbooks and other documents
  • Confirmed that client’s identity and details are appropriately provided
  • Performed due diligence on new Clients, request the KYC information, documentation, review, and verification of received documentation and make analytical risk assessment for new Clients
  • Thoroughly documented the research and analysis related to the financial activity and related entities of Clients, for audience including Management, Regulators, Internal Audit, Senior Managers, and Internal Compliance
  • Investigated high risk clients and reported where necessary, including Politically Exposed Persons, and obtaining all necessary documentation to complete the client file
  • Processed entries to open/close clients’ account on our KYC / Related Parties and CDD database and instruct Client Desk to open/close the accounts on account level in Equation where applicable
  • Processed amended client’ records on the KYC / RP and CDD database
  • Conducted investigations on identified suspicious client and client’s transactions and report to KYC/AML compliance officer.

Progression Payment Administrator

NAB
06.2021 - 06.2022
  • Provided quality focused services to customers across various finance and lending products including progression payment processing, loans transactions, loan documents and secured lending facilities
  • Provided consultation services with customers, clients, and key stakeholders, and coordinated address their needs
  • Managed complex and difficult queries/complaints promptly to maintain customer satisfaction, serving as a customer advisor to address complaints and incidents, including assessing, recording, and resolving issues
  • Followed up with brokers on third party discharge issues importing of customer loans onto online system
  • Provided administrative support and operational processes of loan variations and changes, redraws and discharge requirements
  • Managed a portfolio of cases, ensuring finance and loan transactions and relevant credit delivery administration requirements were completed to the agreed service level agreements in accordance with the banks procedures and policies
  • Followed up on security documents within the specified time and on receipt of new security documents, ensuring completeness and accuracy taking responsibility for accurate completion into the Banks systems.

SUPERANNUATION CLAIM ADMIN

Link Group
02.2017 - 05.2021
  • Scope: My role with Link Group focused on handling inbound customer service and outbound calls in compliance with client policies and directives
  • Key to the role was maintaining a strong work ethic and act with a sense of urgency and purpose, balanced with strategic and day-to-day operational intent
  • Some of my duties included assisting member in creating new account and maintaining account through website, recording, and documenting various client interactions for management follow-up, multi-tasking by adjusting from one type of call to another without loss of efficiency, composure, or knowledge, participating in team meetings and trainings and complying with company Privacy and Financial advice policies and procedures.

CUSTOMER SERVICE OFFICER

Stellar Asia Pacific
01.2013 - 01.2017
  • My role focused on receiving and processing customer request by telephone and ensuring all customer requests are handled in a prompt, efficient, courteous, and professional manner
  • Key to the role was maintaining a strong understanding of the industry while building rapport and credibility with valued customers
  • Some of my duties included handling customer service inquiries and problems via the telephone, recording recurring problem areas, prioritising calls based on urgency, maintaining an up-to-date knowledge with products and services, providing accurate information and advice to customers, handling, and maintaining email inbox and meeting performance goals established in the areas of efficiency, accuracy, quality, and customer satisfaction.

SALES ASSISTANT

Bevilles Jewellers
01.2012 - 01.2013
  • My role focused on providing exceptional service and support to external and internal customers in an efficient and effective manner to achieve sales targets
  • Key to the role was practicing strong communication and negotiation skills
  • Some of my duties included maintaining a good knowledge of the company's products to ensure courtesy and attention is given to all customers with any reasonable assistance that may be requested, managing the rotation of departmental stock, enhancing revenue through up-selling and cross-selling of products, and utilising various technologies such as POS and cash handling in processing payment transactions.

COLLECTION & CREDIT OFFICER

CEMEX Cement Bd Ltd
01.2009 - 01.2011
  • My role focused on managing and responsible for the recovery of overdue payments from customers
  • Key to the role was maintaining a high degree of attention to detail and practicing good communication skills
  • Some of my duties included conducting thorough follow up calls to establish rapport and maintain contact with the debtor, reviewing accounts that are behind on their payments, collecting and allocating overdue payments and ensuring accurate documentation of transactions to come to mutually acceptable arrangements which prevent further litigation action.

Education

FNS50615 Diploma of -

Integrity Education
2019

Bachelor of Business Administration - Marketing

North South University
2007

Skills

  • Effective Communication Skills and the ability to convey information in both written and oral format in an impartial and clear manner

    • Solutions Based Thinker with an innovative approach to challenging situations and environments resulting in positive outcomes

    Client and Case Management requiring high level skill in analysis and use of clear judgment in determining correct processes to follow

    Administrative Management of documentation, drafting routine and complex correspondence, reports and research whilst maintaining the ability to prioritise effectively

    Well Presented with Excellent Interpersonal Skills and the ability to communicate effectively at all levels

    Strong Organisational /Time Management Skills with ability to use initiative, manage own time effectively, prioritising tasks and work under pressure

    Flexible Team Member with a supportive and approachable manner, ethical in all responsibilities and excellent role model

    Self-Motivated, Conscientious, Enthusiastic and Reliable, with a strong work ethic and desire

Certification

Certificate III in Finance and Customer Relation (FNS30115 & BSB30215) | ASFA | 2018 Certificate III in Administration AMES Melbourne | 2012

Reference

Available upon request 

Timeline

Finanace Officer

Disability Insurance Scheme, NDIS
10.2022 - Current

Data Analyst Officer

JBWERE-NAB
07.2022 - 09.2022

Progression Payment Administrator

NAB
06.2021 - 06.2022

SUPERANNUATION CLAIM ADMIN

Link Group
02.2017 - 05.2021

CUSTOMER SERVICE OFFICER

Stellar Asia Pacific
01.2013 - 01.2017

SALES ASSISTANT

Bevilles Jewellers
01.2012 - 01.2013

COLLECTION & CREDIT OFFICER

CEMEX Cement Bd Ltd
01.2009 - 01.2011

Finance Officer

08.2002

FNS50615 Diploma of -

Integrity Education

Bachelor of Business Administration - Marketing

North South University

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