Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Silvia Jara

Coffs Harbour,NSW

Summary

I have worked in the Superannuation Industry for over 10 years, worked in Customer Service and Administration Industry for over 15 years, have experience working in the Government sector and for the past 2 years been working in Banking for over 5 years.

My experience range from Business Consultant, Customer Services Officer, Benefit Payment Fund Administrator, Subject Matter Expert, Call Manager, Appointment Planner, Pension and Redemption Fund Administrator, Supervisor and Receptionist makes me a full rounder capable of achieving great things.

I am very good at multi-tasking, am an organized individual who is a hard worker, fast learner and always willing to help or train people.

I have completed a Cert 3 in Business Admin (Medical) and currently studying a Cert 4 in Mental Health whilst being a single mother and also working.

Overview

17
17
years of professional experience

Work History

Business Banking Specialist

Westpac
08.2019 - Current
  • Demonstrated excellent customer service including phone delivery – internal/external stakeholders
  • Administration - Prepare and Send correspondence to stakeholders via mail, email or fax
  • Multi-tasking - cross skilled in 3 different skill sets: Customer and Business enquiries, Business Digital and Business Equipment Finance
  • Assisting stakeholders with online enquiries, issues and providing education - online features
  • Advising stakeholders - credit card, statements, payroll and any other banking enquiry (including international)
  • Assisting Westpac Equipment Finance customers with required letters and assisting in managing their loan repayments
  • Managing escalations and complaints through to resolutions within a strict timeframe
  • Co-work with other departments and branches within Westpac, all over Australia to service our customer and business needs
  • Consistently meeting daily targets for individual and group.

Compliance Customer Services Officer

Department of Human Services (Centrelink)
02.2018 - 04.2019
  • Demonstrated excellent customer service including phone delivery with new and existing customers
  • Managing complex issues to resolution
  • Calculation and authorising of claims including debt recovery
  • Educating customers with step-by-step instructions on Employment Income Confirmation Review online / phone
  • Providing / directing customers with information regarding Employment Income Confirmation documentation
  • Calculate overpayments resulting in customer debts to the Commonwealth
  • Explaining debt outcome, resolutions and payments to customers
  • Preparing correspondence packs to new and existing customers
  • Follow up on outstanding information sent from customers
  • Co-work with Social Workers on customers with ‘delicate’ triggers in relation to debt outcome when necessary
  • Recalculate reassessment cases resulting in customer debts to the Commonwealth
  • Providing customers with information on payment history, on-going and future payments in relation to their Centrelink payments
  • Educating customers in reporting requirements for earnings to Centrelink.

Pension and Redemptions Fund Administrator

Australian Catholic Superannuation and Retirement Fund
12.2014 - 12.2017
  • Demonstrated excellent customer service including phone delivery clients, planners and employers
  • Proficient in processing times ensuring quality of service while continually meeting timeframes
  • Pre-assess, Process and Complete: Withdrawals, Rollovers, Pension Withdrawals, Temporary Resident Withdrawals, SuperStream, Financial Hardship, and Compassionate Ground
  • Process Financial Planner Fees, ATO Release Authority for Concessional and Non-Concessional Contributions, New Applications and Member Alterations
  • Follow up on outstanding information sent from clients and planners to resolve outstanding issues
  • Prepare and Send correspondence to members and advisers via mail, email or fax.

Benefit Payment Fund Administrator/Subject Matter Expert

AMP (Australian Mutual Provident Society) Services Ltd
10.2009 - 11.2014
  • Team Leader of 4 staff
  • Subject Matter Expert in Withdrawal, Rollover, Financial hardship, Compassionate Ground, Incapacity, Invalidity and Terminal illness and training staff
  • Case Management Complaint Handling - Liaising with customers, employers and planners resolving complex issues
  • Ensure client alterations are completed within our service standards
  • Authorised to Cancel and Re-issue Cheques involving complex investigations
  • Processing Clients Personal Contributions and Employer Contributions
  • Language Interpreter for Spanish speaking clients.

Customer Service Officer

AAS (Australian Administration Services)
04.2007 - 08.2009
  • Call Centre Customer Service
  • Call Centre Administration Duties
  • Handle enquires for 5 different Superannuation companies
  • Database Entry
  • Prepare and send correspondence to customers, members and employers
  • Train Staff for Call Center and Administrative duties
  • Meet individual and team KPI’s
  • Pre-assess, Process and Complete Claims and Invoices
  • Investigate and Organise incoming mail and cheques from customers, members and employers
  • Contributions processing
  • Cancel and Re-issue Cheques.

Education

Certificate III - Business Administration (Medical)

TAFE NSW
Liverpool, NSW
01-2017

Certificate of Attendance - Responsible Service of Alcohol

TAFE NSW
Bankstown, NSW
01-2004

Certificate of Attendance - Responsible Conduct of Gambling

TAFE NSW
Bankstown, NSW
01-2004

• Higher School Certificate For Advanced Spanish -

Ashfield Boys High School
Ashfield, NSW
01-2003

High School Diploma -

Bethlehem College
Ashfield, NSW
01-2003

Certificate IV - Mental Health Services

TAFE NEW
Online

Skills

  • Computer packages inc Word, Excel, Publisher, One Note, Outlook, PowerPoint, Quantum, WFM, GCSS, Pandion, E-flow, Ultimas, Redback, Asspire, Docsearch, TRIM, Kronos, Asspire, Central, QuickAddress, Mirage, Totelview, Sahara, Gateway Center, Gateway Asspire Macro, Paradise, BMPS, CSA, Thunderhead, Payee Macro Maty Macro, Maty Task Complete, Peopesoft, DRS – Document Retrieval System, Spectra, INCOM, HRMS, Bluedoor, Veda, Centerlink Business Online, Auskey, MOGO, SAP, Work Optimizer, Genesys and DHS Softphones
  • Management – Team leader role, Reception and Administration Duties
  • Customer Service Experience including high risk stakeholders
  • Cash Handling
  • Reconciliation
  • Debt Calculation and Explanations
  • Record Keeping and Management
  • Time Management and Organisation skills
  • Data Entry
  • Management Duties for 6 Accounts
  • Supervisor Duties of up to 15 staff members
  • Training Staff in particular Duties
  • Exceptional Telephone and Face to Face Communication
  • Speak fluent Spanish
  • Current Driver’s License and Owner of Car
  • Subject Matter Expertise
  • Service Processes
  • Product and Service Knowledge
  • Banking Operations

Languages

Spanish
Native/ Bilingual
English
Native/ Bilingual

References

References available upon request.

Timeline

Business Banking Specialist

Westpac
08.2019 - Current

Compliance Customer Services Officer

Department of Human Services (Centrelink)
02.2018 - 04.2019

Pension and Redemptions Fund Administrator

Australian Catholic Superannuation and Retirement Fund
12.2014 - 12.2017

Benefit Payment Fund Administrator/Subject Matter Expert

AMP (Australian Mutual Provident Society) Services Ltd
10.2009 - 11.2014

Customer Service Officer

AAS (Australian Administration Services)
04.2007 - 08.2009

Certificate III - Business Administration (Medical)

TAFE NSW

Certificate of Attendance - Responsible Service of Alcohol

TAFE NSW

Certificate of Attendance - Responsible Conduct of Gambling

TAFE NSW

• Higher School Certificate For Advanced Spanish -

Ashfield Boys High School

High School Diploma -

Bethlehem College

Certificate IV - Mental Health Services

TAFE NEW

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