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“Each of us upholds our values by not tolerating behaviour that undermines the organisation’s reputation.”

“Integrity is one of our core values, and it’s incredibly important to behave ethically to maintain the community’s trust. My colleagues and I are committed to doing the right thing and applying objectivity and fairness in our dealings with customers,” says Eliza, Assistant Fines Management Officer for NSW State Debt Recovery Office. 

In her role, Eliza provides assistance to customers regarding a wide range of matters in relation to the fines process. This includes answering written enquiries by helping customers understand what services are available to them, keeping them informed of the progress of their penalties, and administering their requests for review.

Eliza strongly believes in acting in her customers’ best interests, and does her utmost to help customers in the most friendly and efficient way possible. It’s her opportunity to make a positive difference to their customer experience that Eliza enjoys most about her role.

“I enjoy talking to customers and making a difference to how they approach their penalties. I like having the freedom to pick up the phone and talk to somebody without weighing them down with letters. Our ‘Call to Resolve’ strategy is really helping our customers to finalise their penalties as easily as possible and it’s nice to be a part of that,” she enthuses.

When she’s not helping customers, Eliza likes to spend as much time with her family as possible. 

“We love the water and being outdoors, so we get to the beach as often as we can,” she says.

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