Tanya Jenkins

· Undertake receptionist duties, provide secretarial/administrative support and assist with a variety of office management responsibilities (e.g filing, distribution of incoming mail, booking interpreters, replenishes office supplies and resources, etc.)

· Provide information telephonically and face to face, to the public and community-based agencies about courses of action, alternatives, options and possible consequences in a wide range of legal and non-legal matters.

· Refer clients requiring assistance to appropriate agencies or specialist services.

· Provide exceptional customer service to clients, providing legal information and advice within defined guidelines and timeframes.

· Undertake receptionist duties, provide secretarial/administrative support and assist with a variety of office management responsibilities (e.g filing, distribution of incoming mail, booking interpreters, replenishes office supplies and resources, etc.)

· Provide information telephonically and face to face, to the public and community-based agencies about courses of action, alternatives, options and possible consequences in a wide range of legal and non-legal matters.

· Refer clients requiring assistance to appropriate agencies or specialist services.

· Provide exceptional customer service to clients, providing legal information and advice within defined guidelines and timeframes.

· Assisting clients in identifying their legal problems and linking them up to services both internal and external.

· Provide information by telephone about the legal process, Legal Aid’s guidelines and services as well as referrals to other legal and social support services.

· Manage incoming calls by identifying client requirements

· Provide appropriate information and referrals to clients contacting Legal Aid

· Participate in training, skills development by attending team meetings, call monitoring and on the job mentoring

· Assist in the ongoing improvement of information databases and service delivery

· Provide and maintain a positive and professional image by delivering a quality service to clients by telephone

· Processing a high volume of National Police checks daily that have been ordered by Applicants/Clients/Organisations such as Qualifications, Employment, National Police Checks, AFP checks, Traffic Record checks, Covid Doses, International Checks, Working with Children Checks

· Answering calls from Applicants, Clients and Organisations regarding placing orders, troubleshooting issues with uploading ID/documents, payments, refunds

· Verifying Clients Qualifications and Employment certifications

· Answering a high volume of calls relating to the Pandemic Leave Disaster Payment (covid assistance)

· Processing a high volume of online customer claims for Pandemic Leave Disaster Payments following the stringent eligibility criteria and guidelines in place

· Processing medical certificates to provide exemptions to customers who have mutual obligations to receive their payments

· Answering a high volume of calls on behalf of the Australian Electoral Commission regarding the upcoming Federal election on May 21st 2022

· Answering client/next of kin enquiries about services/support workers over the phone

· Updating client profiles accurately

· Scheduling support workers to attend services within their availabilities and requested areas

· Liaising with hospitals, nursing staff and aged care facilities to implement necessary services for clients upon their return from hospitals after surgery or health complications

· Adding service plans into client system SMS for clients and implementing recurring services with support workers to ensure scheduling is more efficient and effective

· Answering customer enquiries over the phone

· Processing documentation to update customer records

· Provided timely, courteous, and knowledgeable responses to information requests from customers

· Interpreting various documents to assist customers with making claims for a variety of Centrelink payments

· Managing customer accounts

· Assisting customers claiming payments online using Assisted Customer Claims

· In depth knowledge of the Services Australia website and associated operating systems

· In depth understanding of KPI’s and how to maintain an acceptable level

· Assisting colleagues as TPS (Technical Peer Support) and SME (Subject Matter Expert) with the ability to problem solve and assist in a timely manner

· Support the financial well being of customers

· Provide sound advice and information to customers

· Answering a high volume of calls

· Processing and interpreting various documentation such as profit and loss statements, balance sheets, trusts, companies, businesses and sole traders in order to provide the best possible solution for that customer

· Providing hardship assistance to ANZ business customers who require temporary and long term hardship assistance

· Assist customers to find a holistic hardship treatment solution suitable for their situation

· Maintain strong levels of customer service while adhering to the ANZ Hardship policy

· Strong emphasis on customer empathy

· Effective collaboration with other ANZ divisions for complex matters

· Work with customers to negotiate the payment of arrears in order to minimise losses to the bank whilst maintaining strong levels of customer service

· Answering customer enquiries over the phone

· Processing documentation to update customer records

· Provided timely, courteous, and knowledgeable responses to information requests from customers

· Interpreting various documents to assist customers with making claims for a variety of Centrelink payments

· Managing customer accounts

· Assisting customers claiming payments online using Assisted Customer Claims

· In depth knowledge of the Services Australia website and associated operating systems

· In depth understanding of KPI’s and how to maintain an acceptable level

· Assisting colleagues as TPS (Technical Peer Support) and SME (Subject Matter Expert) with the ability to problem solve and assist in a timely manner