Canada
Financial Services Representative – Rogers Bank • Handled inbound and outbound customer interactions for credit card accounts, billing inquiries, and payment support using TSYS. • Assisted customers with account management, balance checks, transactions, and dispute resolution. • Processed payments, negotiated repayment arrangements, and supported first-party collections. • Reviewed accounts for delinquency risk and recommended appropriate financial solutions. • Verified customer information while ensuring compliance with privacy, security, and regulatory requirements. • Documented interactions accurately in TSYS, maintaining high service quality standards. • Collaborated with internal teams to resolve complex account issues and escalations. • Provided empathetic, professional customer service while consistently meeting performance targets. • Trained and mentored new employees on systems, processes, compliance, and best practices.
• Completed structured training focused on satellite television services, technical troubleshooting, and customer account management. • Assisted customers via phone, email, and chat with service related inquiries, billing questions, and technical concerns. • Diagnosed and resolved basic satellite signal, receiver, and connectivity issues using internal troubleshooting tools. • Guided customers step by step through equipment resets, system navigation, and service restoration processes. • Accurately documented customer interactions and resolutions within internal CRM systems. • Ensured compliance with company policies, privacy regulations, and quality assurance standards. • Maintained a professional and customer focused approach while handling high volume interactions.
Financial Services Representative – TD Bank, Royal Bank of Canada (RBC) • Managed inbound and outbound collections/accounts receivable activities on behalf of TD Bank and RBC credit portfolios. • Negotiated payment arrangements and settlement solutions in alignment with bank policies and compliance standards. • Reviewed client financial situations to recommend structured repayment plans and account resolution strategies. • Handled sensitive financial information while maintaining strict confidentiality and regulatory compliance. • Monitored delinquent accounts and followed up consistently to reduce outstanding balances. • Communicated professionally with clients to resolve account disputes and provide clarity on account status. • Updated and maintained accurate account records within internal systems and client platforms. • Collaborated with internal teams to escalate complex cases and ensure timely resolution. • Ensured adherence to federal and provincial collection regulations and bank-specific guidelines.
• Coordinated communication between internal teams and clients to ensure smooth account management. • Negotiated and structured payment solutions for Consumer and Business credit card accounts. • Handled telephone and electronic inquiries, providing accurate account information and support. • Maintained and updated computerized financial records and client files. • Prepared and compiled financial data, reports, and account statistics. • Advised clients on debt management and financial solutions aligned with their goals. • Managed delinquent accounts, prepared statements, and escalated unresolved cases for collection action. • Reviewed and updated credit and loan files to ensure accuracy and compliance. • Acted as a key point of contact for internal and external stakeholders.
• Provided top-tier customer service to clients, ensuring their needs were met and issues resolved promptly. • Handled a high volume of customer inquiries via phone, email, and chat channels, consistently achieving high customer satisfaction ratings. • Utilized company software and tools to track shipments, update customer records, and process orders efficiently. • Demonstrated exceptional problem-solving skills, effectively resolving customer complaints and concerns to ensure a positive experience. • Collaborated with team members and other departments to streamline processes and improve service delivery. • Received recognition from supervisors for outstanding performance and dedication to delivering exceptional customer service.
• Managed financial transactions, including record-keeping and analysis. • Prepared financial statements and conducted audits for compliance. • Coordinated administrative tasks to support daily operations. • Scheduled appointments, handled correspondence, and maintained filing systems. • Facilitated communication between departments and external stakeholders. • Supported HR functions and assisted with event planning.