SHUMAILA KHAN

** ******* ********, *********, **, N3T OE5

Phone: 416-***-**** Email: adpp1u@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Extensive Experience providing best in class service, both in person and by phone while ensuring compliance with banks policies and procedures

Ability to maintain a high level of accuracy in preparing and entering financial and payroll information as well as overlooking accounting and balancing of financial transactions

WORK HISTORY/ RELEVANT EXPERIENCE

Payments Service Officer

Business Service Centre, Scotiabank, Mississauga January 2019 Present

Process customer requests in accordance with the updated OPCs; monitor account activities to ensure compliance, support fraud risk management initiative by promoting fraud awareness throughout the department

Reviewing and processing client requests for outgoing/incoming wire transfers

Authenticating and processing incoming wire payments for Corporate Clients

Overriding, verifying and releasing wire payments processed by the team

Ensuring all requests received are accurate and adhere to banks risk appetite

Following up with clients to confirm high dollar value and/or personal transactions.

Entrusted with processing requests for sensitive clients, CRA, follow up and escalations

Facilitate cross-training of new hires and team members wanting to learn new functions

Collections officer

Business Service Centre, Scotiabank, Mississauga December 2019 May 2020

Assisted collections department in collecting payments for international students; processing of overseas incoming wire transfers, while doing so ensuring updating of correct customer information on Scotiabanks database; returning wires to the appropriate countries and their banks/financial institutions

Customer Support Representative

Business Service Centre, Scotiabank, Mississauga April 2017 December 2018

Investigating and processing complex transactions and reporting unusual transactions

Act as major contact point with customers support to ensure smooth transactions, Support Relationship Managers and other internal partners in delivering efficient and quality service to customers

Collaborate with partners across Scotiabank and forward/direct requests to appropriate departments/officers

Handling day to day customer request from all across Canada; processing cheque certification, placing stop payments on accounts, transferring funds between accounts, making payments on visa, printing drafts and couriering all other confidential documents to appropriate receivers

Trained on multiple functions within the team and assist with maintaining queue volumes and providing back-up during absenteeism.

Train new employees on all payments functions including basic loan and money management positioning

Ensuring all transactions are reviewed and processed in an efficient manner while maintaining volumes and adhering to deadlines and bank regulations

Performing due diligence to review Client Profile correctly and maintaining confidentiality of Bank and customer information

Communicating with Clearinghouse to resolve discrepancies

Identifying Parent Company Relationships and related companies to detect any possible fraudulent activity using different tools and information boards

Made recommendations to management to improve procedure

Client Service Representative

Bank of Montreal, Milton 2016 2017

Sales Associate/Cashier

Polo Ralph Lauren, Milton 2014 2016

Recruitment Consultant

J&L Personnel Inc. Mississauga 2010 2012

COMPUTER PROFICIENCY

Comprehensive knowledge of MS Office (Microsoft Word, Power Point, Excel)

Technologically savvy with expertise in MS Office, FFT, AS400, Intralink, PEGA, Customer Connect, PeopleSoft and SoftTime HR Solutions, Bullhorn, MS Internet Explorer, Outlook, Online research tools

EDUCATION AND TRAINING

Sheridan College 2006

Business Administration (Human Resource Management)

Medical Terminology Certificate (HealthCareCan)

Certified Standard First Aid Emergency (CPR C + AED)Training (Red Cross)

Accomplishments

Received Scotia Applause award 2 times

Recognized for implementing various templates for communication between clients/partners that have been adopted for use

Received Pulse Spotlight for Commitment to Excellent Customer Service

Recognized by peers multiple times for assistance with heavy queues while maintaining efficiency & realizing priority

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