Customer Service High School
Resume:
AMY MAN
** ***** ******** ***, ***. ***
Toronto, Ontario
M1P 5J5
PHONE: 416-***-****
acegqs@r.postjobfree.com
PROFILE
Organized and reliable banking professional with over 23 years’ experience in the financial services industry.
Extensive knowledge and skills in all Bank products and services, providing high-quality service in a fast-
paced environment. Strong interpersonal skills including building and maintaining good relationships with
customers and co-workers. Experienced in providing optimum solutions to meet customers’ needs. Highly
productive worker and team player. Fast learner, and readily takes on new responsibilities and challenges.
PROFESSIONAL EXPERIENCE
TD CANADA TRUST, COMMERCIAL MORTGAGE GROUP 1988–2012
Commercial Operation Leader, Mississauga 2009–2012
Managed and assigned eight Commercial Administrators ensuring service-level agreements were met.
Maintained effective business relationships with all internal business partners.
Maintained and updated visual metrics that indicated hourly and daily volumes, and took action to ensure
work was completed in a timely manner.
Managed/Monitor/oversaw quality of work for CFO, CDO, COO.
Provided guidance and acted as the key contact for team members.
Reviewed and approved funding within applicable limit.
Reviewed document and provided training/coaching to staff.
Resolved issues on Commercial Mortgage credit products with Solicitor, Branches and customers.
Maintained proper documentation supporting operational procedures.
Provided evidence of review for approval processes to comply with yearly audits.
Administration Officer, Commercial Mortgage Origination, Toronto 2001–2009
Disbursed Commercial Mortgage Closing funds across Canada.
Prepared funding instruction letters to Solicitor and engagement letters for Appraisal firms and Insurance
Consultants.
Managed entire documentation and funding process for authorized mortgages.
Confirmed accuracy of closing documents to Custodian and Loan Services.
Received and resolved client inquiries and processed fees relating to mortgage funding, such as wire
transfer, credit to solicitor trust account and all third-party costs.
Reconciled internal general accounts.
AMY MAN PAGE 2
Discharge Administrator (Canada Trust), Business Banking Centre, Toronto 1998–2001
Ordered, prepared and distributed statements within 24 hours of receipt.
Calculated prepayment penalties within policy guidelines.
Responded to customer requests and inquires.
Investigated outstanding balances with subsequent refunding of overpayments/collection of shortfalls.
Prepared discharge documents and discharge according to the Personal Property Security Act.
Delivered prompt, professional and accurate customer service, and adhered to BBC service commitments.
Administrator (Canada Trust), Automotive Banking, Toronto 1997–1998
Prepared, verified and accurately set up and advanced funding requests in compliance with company
policies and procedures.
Disbursed funds according to customer requests, responded to internal and external inquiries concerning
commercial automotive accounts, and resolved customer concerns.
Processed Automotive Leasing and Financial agreements on the bank system.
Calculated monthly payment and set up new loans on system.
Reviewed reports for accuracy and took appropriate action on abnormal situations, such as incorrect
dealer statements, while adhering to automotive service commitments.
Mortgage Administrator (Canada Trust), Commercial Mortgage, Toronto 1991–1997
Administrator (Canada Trust), Sales Finance, Toronto 1988–1991
SKILLS
Fluent in English and Chinese, both written and oral. Proficient using Microsoft Word, Excel, Lotus 1-2-3,
Wire transfer, Internet, Microsoft Outlook. Excellent keyboarding skills, fast and precise at data entry.
PROFESSIONAL DEVELOPMENT
Online Bookkeeping Course, 1990
Automation Word Processing School, 1987
Herzing Institute, Data Entry, 1976
Eastern Commerce High School, 1976
INTERESTS
Reading, Music, Movies, Travelling, Golf
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate