Umma Rabeya
Rockbank,VIC
Summary
Experienced APS4 officer with acting APS5 experience across compensation, debt, quality development, and complaints handling. Known for delivering accurate, high-quality outcomes in high-pressure environments, including managing complex appeals and complaints escalated to the Minister. Skilled in stakeholder engagement, working closely with insurers, solicitors, AROs, and internal debt recovery teams. Adept at interpreting policy and legislation to resolve issues, support vulnerable clients, and improve service delivery. Trusted for mentoring, floorwalking, and quality assurance, even outside formal leadership roles. Dependable, detail-oriented, and committed to continuous improvement through adaptable thinking, collaboration, and a strong sense of public service values.
Overview
6
6
years of professional experience
Work History
APS4 – Debt & Compensation Officer
Services Australia
05.2023 - Current
- Handled complex compensation coding including lump sums and overpayments
- Managed vulnerable customer cases and provided clear explanations for decisions
- Reviewed legal documents and case evidence to ensure correct action
- Liaised with insurers, solicitors, and internal delegates
- Flagged trends and coding errors, and raised improvement suggestions to senior staff
- Acted as SME and supported new staff with case troubleshooting and systems training
- Continued quality work and training duties after APS5 acting role ended
- Supported appeal reviews and resolved complex cases involving hardship, overpayments, or coding errors.
APS5 – Quality Development Officer (Acting)
Services Australia
04.2025 - 06.2025
- Provided technical support on complex compensation and debt cases
- Ran floorwalking and informal coaching for staff needing case guidance
- Completed quality assurance checks and submitted feedback to improve outcomes
- Helped track QCL progress and supported staff performance where needed
- Contributed to training and created reference materials for clearer system use and policy understanding
- Consulted on high-risk cases and escalated issues with accurate documentation
- Resolved sensitive appeal cases, including those involving long-standing debts and medically vulnerable customers.
APS3 – Customer Service Officer
Services Australia
08.2022 - 05.2023
- Served walk-in and phone-based customers with claims and payments
- Processed JobSeeker, Age Pension, and mutual obligations support
- Updated income and asset records and fixed data entry errors
- Assisted vulnerable and elderly clients in understanding entitlements
- Promoted to APS4 due to consistent performance and service quality.
Branch Manager
ANZ Global Pty Ltd
01.2020 - 01.2022
- Oversaw daily operations of the education and migration counselling branch, ensuring smooth delivery of client services and compliance with international education standards.
- Managed a small team of admin and counselling staff, including recruitment, onboarding, task delegation, performance monitoring, and training.
- Handled escalated client issues, complex student visa queries, and institution-related concerns, ensuring satisfactory resolution and client satisfaction.
- Maintained partnerships with international education providers, supported institution registration and student enrollment processes.
- Led team meetings, implemented workflow improvements, and tracked office KPIs to meet performance targets and reporting obligations.
- Coordinated budgeting, purchasing, and reporting activities to align with operational goals and head office expectations.
Education
Diploma of Beauty Therapy -
Victoria University
01.2021
Certificate II - Retail Makeup & Skincare
Academy of Makeup
01.2016
Bachelor of Economics -
North South University
01.2014
Internal APS training - Policy Interpretation, Delegation, Case Decision-Making, Coaching
Skills
- Complex Case Management
- Complaints and Appeals Resolution
- Stakeholder Engagement
- Subject Matter Expert Officer (SME)
- Policy and Legislation Interpretation
- Written and Verbal Communication
- Quality Assurance and Continuous Improvement
- Training and Mentoring Case File Management – accurate records, documentation and action tracking
- Reporting and Documentation
- Organisational Development
- Human Resources Management
- Corporate Governance
- Planning and Coordination
- Research and Fact-Collecting
- Solution Innovation
- Problem-Solving
- Microsoft Office Proficiency
- Time Management
- Adaptability and Flexibility
- Relationship Building
- Attention to Detail
- Documentation Skills
Languages
English, Bengali, Hindi, Urdu
References
Available upon request or listed in application form.
Timeline
APS5 – Quality Development Officer (Acting)
Services Australia
04.2025 - 06.2025
APS4 – Debt & Compensation Officer
Services Australia
05.2023 - Current
APS3 – Customer Service Officer
Services Australia
08.2022 - 05.2023
Branch Manager
ANZ Global Pty Ltd
01.2020 - 01.2022
Diploma of Beauty Therapy -
Victoria University
Certificate II - Retail Makeup & Skincare
Academy of Makeup
Bachelor of Economics -
North South University
Internal APS training - Policy Interpretation, Delegation, Case Decision-Making, Coaching
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