Sandhya Nand
Williams Landing,VIC
Summary
I am a dedicated case management professional who has worked in a variety of environments enabling a wide set of skills to be developed to support any number of professional settings. Timely focus on meeting internal and external customer expectations in addition to proactive communication and diligence ensures I am a valuable member of the organisation.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CLAIMS DELEGATE
Department of Veteran Affairs
06.2023 - Current
- Company Overview: The Client Benefits Division at the Veteran Affairs, has responsibility for the assessment of client's eligibility and payment for Compensation and Income Support entitlements
- It also manages applications for review of decisions in regard to these benefits focusing also on being 'Veteran Centric'
- The management of a caseload of claims under the Military Rehabilitation and Compensation Act 2004 (MRCA), the Veterans' Entitlements Act 1986 (VEA), and the Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA), including:
- Commencement of claims in accordance with established policies and procedures
- Requesting information necessary to finalise each claim
- Maintenance of claim records in DVA computer systems
- Follow-up and consideration of information
- Seeking input from Senior Delegates, Medical Advisers and Triage and Connect staff, as required
- Discussion of adverse findings with clients and advocates
- Finalisation of claims
- Completion of Needs Assessments and Treatment Path Determinations
- Provide operational support and advice to Team Leaders
- Contribute to business planning, evaluation, and reporting on organisational goals and objectives
- The Client Benefits Division at the Veteran Affairs, has responsibility for the assessment of client's eligibility and payment for Compensation and Income Support entitlements
- It also manages applications for review of decisions in regard to these benefits focusing also on being 'Veteran Centric'
CASE MANAGER
Commonwealth Bank
10.2021 - 06.2023
- Company Overview: My role with Commonwealth Bank focuses on ensuring the timely and effective arrears management of business facilities in the business and private banking portfolio
- Managing a portfolio of business and private banking customers who are experiencing financial difficulty
- Developing and implementing customer and asset management strategies, with the purpose of regular and effective contact with customers to discuss payment arrears, credit-improvement strategies and options and financial difficulty assistance
- Ensuring the effective and appropriate engagement with third-party service providers for broader collection activities including repossession, sale of assets and legal action where appropriate
- Complying with all prudential, regulatory and legislative obligations as set out in group policy and standard operating procedures
- Maintaining customer and management data in the bank's information systems accurately and in a timely manner
- Building and maintaining relationships with all key stakeholders relevant to the effective management of customer portfolio, including internal relationships and service providers
- My role with Commonwealth Bank focuses on ensuring the timely and effective arrears management of business facilities in the business and private banking portfolio
CUSTOMER SERVICE OFFICER
Department of Customer Service - Service NSW
12.2020 - 05.2021
- Company Overview: My role with Department of Customer Service - Service NSW focused on receiving customer inquiries, providing accurate information or directing them to the right channel
- Responding to customer inquiries and concerns
- Developing and maintaining a thorough knowledge of information resources and Service NSW operating practices and procedures to provide accurate, effective and high-quality customer service
- Creating a positive relationship in all customer interactions while maintaining a professionally courteous and friendly attitude
- My role with Department of Customer Service - Service NSW focused on receiving customer inquiries, providing accurate information or directing them to the right channel
CUSTOMER SUPPORT ASSISTANT
Westpac / St George Group
05.2020 - 12.2020
- Company Overview: My role with Westpac / St George Group focused on delivering exceptional business performance by providing operational support and excellent customer service to clients
- Serving as the first point of contact for customers
- Handling inquiries and complaints
- Performing cash handling in processing payments and withdrawals
- Processing of new accounts and referrals
- Providing information to clients regarding bank's products and services
- Teaching digital banking to clients
- Liaising with branch network and delivering exceptional customer service to all stakeholders
- My role with Westpac / St George Group focused on delivering exceptional business performance by providing operational support and excellent customer service to clients
SMALL BUSINESS SPECIALIST / COMMERCIAL LENDING SALES CONCIERGE
Commonwealth Bank
09.2018 - 02.2020
- Company Overview: My role with Commonwealth Bank focused on providing ongoing sales support to Lenders for small business clients which includes identifying sales and cross selling opportunities
- Managing the origination and processing of loan applications
- Ensuring accuracy of loan documentation
- Understanding customer's personal and business goals and handling their concerns
- Conducting pre-qualification of new commercial lending opportunities
- Liaising with internal departments and ensuring appropriate referral routing to key stakeholders
- Participating in continuous business improvement by identifying current procedures to streamline processes
- My role with Commonwealth Bank focused on providing ongoing sales support to Lenders for small business clients which includes identifying sales and cross selling opportunities
Education
BACHELOR OF BUSINESS -
Griffith University
NSW02.2025
DIPLOMA IN FINANCIAL SERVICES -
Kaplan Institute
Australia01.2013
HIGH SCHOOL -
Swami Vivekananda High School
Fiji Island01.1995
Skills
- People Management
- Leadership
- Conflict Resolution
- Emotional Intelligence
- Professionalism
- Building Rapport
Certification
- Certificate IV in Banking and Finance, TAFE via Commonwealth Bank, 01/01/15
- Certificate in Travel and Tourism, Travel Tourism- New Zealand, 01/01/05
- Certificate in Primary School Teaching, Lautoka Teachers College, 01/01/95
Accomplishments
- Current Reigning Ms Elite World 2021 Representing New Zealand
- Ms New Zealand Elite representing Domestic Violence and Mental Health
- Certificate of Excellence in Community Service promoting Fiji Women and Fashion and Modelling | Liverpool City Council | 2019
- Mrs International | Empower Australia Crown | 2018
Early Experience Summary
- Business Banking Specialist, Commonwealth Bank, 01/01/95, 05/31/17
- Senior Customer Service Officer, ASB Bank, 01/01/95, 05/31/17
- Assistant Manager, Silvermoon Jewellery Store, 01/01/95, 05/31/17
- Primary School Teacher, Fijian Schools, 01/01/95, 05/31/17
Hobbies and Interests
- Socialising
- Gardening
- Painting & Artwork
- Designing
- Fashion & Modelling
- Promoting Women in Business
Timeline
CLAIMS DELEGATE
Department of Veteran Affairs
06.2023 - Current
CASE MANAGER
Commonwealth Bank
10.2021 - 06.2023
CUSTOMER SERVICE OFFICER
Department of Customer Service - Service NSW
12.2020 - 05.2021
CUSTOMER SUPPORT ASSISTANT
Westpac / St George Group
05.2020 - 12.2020
SMALL BUSINESS SPECIALIST / COMMERCIAL LENDING SALES CONCIERGE
Commonwealth Bank
09.2018 - 02.2020
BACHELOR OF BUSINESS -
Griffith University
DIPLOMA IN FINANCIAL SERVICES -
Kaplan Institute
HIGH SCHOOL -
Swami Vivekananda High School
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