PRISCILLA MARSDEN

• Provided Organisation information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
• Described product and service details to customers to provide information on benefits and advantages.
• Explained online self-help options to customers to promote additional and after-hours support choices.

• Provide a high-quality customer-focused service to prospective and current students and TAFE NSW alumni across multiple channels to enhance the customer experience and maximise first contact enquiry/transaction resolution.
• Deliver high quality customer service for a range of transactions and enquires across the Student Services
  Branch catalogue in consistently meeting service level standards and adhering to TAFE NSW processes,
  associated compliance and legislative requirements and TAFE NSW systems ensuring a consistent focus on
  data integrity.
• Collaborate with teams across Student Services, Student Experience Group and other key internal
  stakeholders to effectively resolve and escalate, if required, customer enquiries and transactions for
  prospective and current students and TAFE NSW alumni.
• Actively contribute where required to any team within Student Services Administration and Student Sales to
  support the effective management of high volumes of customer transactions and enquires in peak periods
  and where organisational priorities and demand may change.
• Demonstrate an understanding of the diverse needs of TAFE NSW customers and actively refer identified
  customers to the relevant specialist TAFE NSW support service based on individual circumstances of the customer.
• Actively participate in the continuous improvement of processes and procedures across the Student Services
  Branch catalogue.
• As a member of the broader Student Services team, actively contribute to achieving and supporting an
  engaging and inclusive campus/cluster and Branch culture, which supports the Student Services Branch vision and is aligned to TAFE NSW values.
• Reflect TAFE NSW’s values in the way you work and abide by policies and procedures to ensure a safe,
  healthy and inclusive work environment.
• Place the customer at the centre of all decision making.
• Actively engage with performance feedback to ensure you are continually building your capability in
  delivering quality customer service and contribute to team performance targets and consistent achievement
  of service level standards.

● Effectively and efficiently managed aspects of the financial affairs of allocated clients

● Investigate secure, control and dispose of client assets as necessary (ie, sale of property, shares or vehicles)

● Mediating, negotiating and resolving conflict while managing cases involving-significant levels of conflict

● Create, Monitor and review the implementation of Client Plans, Financial Plans and Budgets to ensure appropriate client communication, contact and management strategies are being implemented.

● Liaising with creditors to settle client’s debts

● Effectively managed a case load of 75 clients totaling an average financial portfolio of $30 million.

● The range of clients managed were either in an aged care facility or psychiatric facility, being supported to live at home or were facing mental health illnesses.

● Prepared and presented financial reports to the Guardianship Tribunal and Mental Health Review Tribunal.

● Conducted face to face meetings with clients, their families and stakeholders

● Prepared financial reports for internal departments such as the Finance, legal and investment units.

● Approved request for purchases/expenditure from clients, case managers, carers, vendors via telephone, face to face, emails, invoices.

● General administrative duties such as filing, responding to emails external and internal, faxing, managing and answering phone calls to cover team breaks.

▪ Responsible for implementing a range of actions and decisions. Dealing with urgent issues, enquiries and medical consents ▪ Worked closely on consultation with service agencies and providers.

▪ Case load manage approximately 50 clients. Conduct routine client visits.

▪ Contribute to the smooth functioning of a multidisciplinary team through the implementation and administration of orders.

▪ Advise third parties as to decisions made regarding clients.

▪ Be prepared to assist in the development or administration of programs covering community education concerning guardianship, the role of the Public Guardian and the promotion of the best interests of people with disabilities.

▪ Worked closely with other staff sharing information, providing and seeking advice and coordinating work. Maintained contact with health and community service professionals, members of the legal profession and with people with disabilities

▪ Provided and obtained information for the Guardianship Tribunal regarding changes to existing orders or new cases as required.

▪ Prepared and submitted Guardianship Tribunal Reports for the Tribunal. Appear or participate in tribunal hearings as a representative of the Public Guardian.

▪ General Administrative duties, telephone duty, faxing, emailing, accessing intranet.

▪ Facilitate meetings between medical officers, care givers, clients, family members and various stakeholders

▪ Call Centre ▪ Data entry

▪ Processing and responding to individual tax enquiries

▪ Negotiate debt repayments

▪ Appointment setting

▪ Create referrals to operations officers

▪ Interview clients to establish eligibility for family assistance

▪ Process applications

• Monitored legislative and regulatory arenas for relevant tax issues and updated management to facilitate informed decisions.
• Communicated with external customers and taxing jurisdictions to clarify tax notices and resolve other inquiries.

▪ Assisting High Court judges and counsel to reference judgments.

▪ Maintenance of statues and court texts

▪ Filing judgments directly from the high court

▪ Photocopying judgments for binding and archiving

▪ General Office duties including cleaning