Rosa Carbone

APS4 Hub Support Officer-I was invited to join the Support Hub on higher duties as a stretch opportunity 10/08/2023 -7/09/2023.

During this time I demonstrated I have skills that are transferrable and am change fit by being able to transfer between my usual role in lodge and pay and the support role.

• Provided tailored advice and guidance for new starters onsite at our office for their work ready training and consolidation period. The value of my advice and guidance saw them finish consolidation successfully.
• Supported staff via Teams chats online within a variety of work types that I was proficient in.
• Took on my own self development and raised questions with experienced support staff in matters where I had learning gaps.
• Assisted in the processing of Non Pursuit recommendations and sending replies back to staff via required channels and support processes. This assisted in meeting our debt book reduction quota.
• Raised an issue that I identified within the DPN process. I identified a flaw within the process of issuing Director Penalty Notices that lead to further investigation. This escalation then discovered an error in the system that allowed incorrect and lesser amounts to be included in notices .Left unidentified this would result in a potential loss in revenue and obligations of taxpayers being incorrectly represented in our correspondences to them.

In my usual role as a Lodge and pay Officer I undertake a variety of actions to support the debt process and Risk Investigations Team;

• Issuing Director Penalty Notices-I conduct a Risk analysis of clients using a combination of internal systems ICP/ECP/Seibel /ABR and external channels of Mascot /Immigration searches. I use these tools to develop a client story which enables me to make a well rounded risk assessment . This action assists the debt process by making the directors liable for debt incurred as directors and allows firmer measures to be taken. Shortly after training in this work I also undertook an urgent project in invalidating director penalty notices that were incorrectly issued by the system before they were sent to clients. Getting this done in a very quick time frame meant that incorrect information was not being issued to clients which in turn minimized risk, maintained the integrity of the Tax system and professionalism of the ATO.
• PRM TRACING- This worktype requires client contact to update a client address to so the debt can proceed along the debt pathway treatment.I use internal and external sytems to make evidence based decisions using desktop or external tracing procedures if required to complete a range of tasks that will lead to client contact and updating their address in our system. New procedure has been devised and I have been involved in testing this for flow and correctness. In collaboration with the creator of the procedure I have carefully chosen activities to test various pathways to determine correctness ,identify issues and work through solutions prior to the procedure being finalised,helping to build technical capabilty around this process.
• Profiling of 'Don't know Clients -in undertaking this work for stakeholders I drill into client information in our internal systems like ECP /ICP and Seibel to investigate, research and analyse data to then create the client story or profile and report back to the stakeholder. The feedback I provide assists in helping them identify any flaws or issues within their processes and enables them to seek solutions.I use internal systems like ECP /ICP and Seibel to investigate, research and analyse data to then create the client story or profile and report back to the stakeholder. The feedback I provide assists in helping them identify any flaws or issues within their processes and enables them to seek solutions.
• External tracing for stakeholders and clients that are not contactable for serving notices and auditing purposes. I use Tiger platform to request information for locating the clients for other areas of the ATO. In doing so I have to make a request for Information and then attach results to determine if the requested client information has been gained by the process. I manage the interaction to completion taking ownership of its' follow up and any issues that arise.
• Review of aged tracing activities -Recently I have been involved in work that reviewed aged activities and involved me needing to complete many tasks to improve this process to avoid aged activities lagging unactioned in our systems. I needed to determine the reason why these aged activities were not actioned. I investigated and found that processes had not been actioned as per scripting by the initiating officers. I then individually contacted them as a step in educating them on how to correctly process for actioning so that we do not have this reoccurring and continually needing manual intervention for a process that is already set up and should be easily actioned if done correctly. I set up templates for contact responses and expediated the process.I provided peer to peer feedback and already the figures coming through indicate that an improvement in this process is evident. I collaborated with Team Leaders and other ares such as Prosecutions and Audit to ask for their support in sharing the details of the procedure among their staff in an endevour to reduce errors. These direct actions now reduces the manual intervention required , improving processes with faster outcomes for the areas that require this information.
• Non Pursuits -I use my profiling skills to capture intelligence and analyse whether due to client circumstances it is actually a cost effective measure to not pursue debts at this point in time. This process has assisted Lodge and Pay meet overall targets within LAP to reduce the debt book as per Government directive. I utilise my profiling and analytical skills to make recommendations as deemed appropriate next best actions.
• Engaging with internal stakeholders to improve processes and procedures- I have attended Forums and meetings within RIT to prepare the corporate plan and discuss any issues. Also participated at the Assistant Commissioner Forum to discuss the new debt strategy and to put forward ideas to streamline and make our tasks more relevant and efficient. In both forums I raised discussions regarding the timeliness of contacting clients with debt and the value of information within our systems on ECP and how that can be better understood by more specific training on what is available and how to interpret it. These suggestions were further discussed and added to the matters put forward for review.
• Remediating accounts by actioning Non pursuits and also taking relevant actions on deregistered and insolvant clients, end dating roles and updating details ensures that our records are up to date reflecting correctly and avoiding incorrect actions .
• Payments plans-Conducting both inbound and outbound calls for clients I discussed their ability to enter into suitable payment plans or pay in full as a first option. In doing so I take the whole of client approach and discuss lodgements and the importance of maintaining their taxation obligations. Always using an interaction as an opportunity to educate the client and to deliver customer service that provides a great client experience.
• Successfully completed work ready training.

CAS - Casual Service Delivery Officer

February 2020 - December 2022

My responsibilities include:

• Providing telephony support and resolving enquires of the Australian community and Tax professionals while providing a positive customer experience covering general Income tax and superannuation
• Educating and assisting clients to use ATO online services and assisting them to self help and to feel confident and successful in using digital platforms
• Processing superannuation releases following policy and legislative guidelines for Covid19 and Compassionate Release of Super
• Meeting call Centre standards and requirements to ensure we put the customer first

• Stakeholder Engagement: timely monthly reporting and forum discussions to evaluate accreditation issues and reporting as per timeframes and bank policy
• Testing: review of files for correctness and policy adherence
• Reporting: preparing reports and processing appeals
• Maintaining the loans database
• Ensuring databases are accurately maintained to reflect accreditation of lenders
• Process improvement: being involved in meetings and teleconferences to improve processes
• Mentoring staff in the offshore ANZ Bangalore office
• Applying risk and bank policy to decision making at all times.
• Identifying potential risk and reporting it for action

• Preparation of loan submissions to ANZ’s credit department
• Meeting with customers and managing their requests for funding
• Managing overdrawn accounts and loan arrears
• Follow up on expiring loans and renegotiating them
• analysing financial data in supporting capacity to service for debts
• Working with stakeholders outside of ANZ, such as solicitors and accountants, to obtain relevant documentation for submissions and settlements
• Liaising with other ANZ departments to resolve issues and meet customer requirements within service standards
• Being the first point of call either in person via reception or on the telephone to triage calls and direct them appropriately to service customers effectively and efficiently
• Supporting my manager liaising with clients
• Ensuring lending files are compliant with Bank policy for auditing purposes
• Applying ANZ’s policies and procedures and complying with the Code of Banking Practice.