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Customer Service Representative

Calgary, Alberta, Canada
February 25, 2019

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403-***-**** LinkedIn


A driven, detailed banking professional with 20+ years of experience with Asset Management, Collateral Management, and Credit Analysis. Proven managerial skills, with the ability to prioritize various tasks and schedules, identify inefficiencies, and maximizes profitability by identifying innovative solutions to complex challenges.


Strong Communicator Attention to Detail MS Office Accounts Payable/Receivable

Team Approach Customer-Focused SAP Mortgages

Administration CRM

Professional Experience

RW & Co. – Chinook Centre, Calgary, AB 2018

Seasonal Sales Associate

ATB Financial – Calgary, AB 2015-2017

Account Manager, Asset Management

Managed portfolios of impaired Business and Agriculture loans throughout all stages of the recovery process

Review all security documents and agreements to ensure related registrations are in order and that proper insurance protection and property management are in place

Negotiate compromise settlements and proposals based on sound rationale

Review and approve, counter or reject offers for sale of assets

Prepare accounts for write-off once all reasonable avenues for recoveries are exhausted

Develop and prepare Forbearance Agreements or repayment restructure plans

Maintain diary system and follow-up on all aspects of portfolio with solicitors, receivers, trustees and payment arrangements with clients

Initiate legal proceedings when required

Home Depot of Canada Inc. – Calgary, AB 2015-2016

Customer Service Representative, Cashier

ATB Financial – Calgary, AB 2007-2015

CFS Operations – Operations Specialist

Promoted from Business Analyst in 2010

Reconciled and remediated over 1000 accounts during SAP conversion resulting in a significant reduction in error rates

Aided in the design, testing, implementation, and enhanced use of system during SAP implementation

Develops, implements and maintains systems, procedures and policies to ensure adherence to company guideline

Acting Team Lead for staff of 5 for a term of six months

Subject Matter Expertise in SAP with regards to daily work, maintenance of existing loans, and remediation tasks

Identify and interpret unusual items of financial and operational relevance, and effectively communicate suggested solutions

Daily reconciliation & balancing of various deposit and GL accounts

Liaise with Internal and External customers to promote continuous process improvement initiations

Assist in the design and implementation of various management reports

Demonstrated the ability to meet deadlines and manage multiple projects at one time within time sensitive constraints

Audit lending documentation, fund and set-up of various mortgages.

Audit Builders mortgage files, fund advances.

Process changes for Mortgage Disclosures.

Work closely with Team Lead and Branch Support to process changes, correction of errors and branch requests.

Assist co-workers with various questions and answers.

Any other duties as requested by Team Lead.

First Calgary Savings – Calgary, AB 2006-2007

Mortgage Administrator

•Audit and review mortgage documentation submitted from branches for accuracy

•Preparation of Title Insurance requests, correspond continuously with law offices

•Posting of all mortgage funding, fees and payments, research property title

•Preparation of Mortgage Discharges, preparation and calculation of Mortgage and Line of Credit Payouts

•Respond to Member/Customer inquiries as well as those from internal customers with courtesy and diplomacy

Training & Skills

Monitored the CFS Remediation loans queue and helped correct a variety of loan related issues.

Ongoing remediation of loans for missed payments, incorrect application of payments, loan expiry, missed interest rate changes, and incorrect fee collections.

Internal Courses – ATB Financial – Microsoft Office (Level 1 Excel), Fundamentals of Accounting Principals

External Courses – Chinook Learning Centre – Word Level I, PowerPoint Level I, tutoring in Excel Level II.

File Management Basics – MRU

MS Outlook - MRU

Currently registered for MS Word Level 2, MS Excel Level 2, with Mount Royal University.

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