Toronto, Ontario, Canada
Highlights of Qualification • 9 years of experience in banking industry handling investment lending, mutual funds, segregated funds, mortgages, RRSPs, GICs, TFSA etc. • Developed strategies, effective and personalized customer experience journeys and communications. • Adept at handling customer requests, resolve complaints with a sense of urgency. • Highly skilled in Microsoft Office Applications (Excel, Word, Power Point). Accomplishments • Promoted as Client Services training leader within 8 months of joining the present organisation. • Promoted as Quality assurance analyst within 15 months of joining the present organisation. • Winner in credit card sales contest of the bank and increased the credit card issuance at the branch by 100%. • Supported the branch team in achieving the wealth management business target above the assigned level.
• Responded to customer complaints and inquiries via various channels, achieving an average closure time of 4 days, surpassing the target of 7 days and the team average of 6 days. • Managed the complaints process by logging and tracking progress, coordinating with other departments to ensure client concerns were addressed according to the bank's policies and regulatory requirements. • Analyzed customer applications, financial statements, and bank account data to assess creditworthiness, ensuring compliance with banking standards and risk policies.
• Implemented initiative to make online banking experience from customer-centric point of view. • Developed personalized journeys for client engagement using different communication channels– call, chat, email, social media.
• Team leader for 60 customer service representatives handling investment lending, mortgages and dealer services. • •Work closely with financial advisors, clients, marketing and product team to improve the flow of information and implement any procedural changes. • •Maintain excellent and up-to-date knowledge of features, policies, and procedures about the products and services.
• Resolved any customer complaints. Placed results into report and reviewed satisfied or not and resolved back-to-back email inquires. • Ensured 100% accuracy in reports.
• Address customer service inquiries in a timely and accurate fashion. • Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
• Analysed over 5000 existing customer relationships and identified new business opportunities. • Evaluated and calculated lending ratios such as debt-to-income and loan-to-value, providing data-driven recommendations on loan approvals. • Processed and disbursed loans with precision, ensuring compliance with both internal standards and regulatory frameworks.