Customer Service Mortgage

KALAWATTIE GOPAUL

Oshawa, ON ● 416-***-**** ● *******@*******.**

OBJECTIVE

Efficient, and reliable office administrative professional with strong work ethic. My objective is to obtain a position where I can apply my skills and challenge my abilities KEY STRENGHTS AND SKILLS

5+ years of related experience as an Admin support in Banking industries

Solid communication and office support; self-motivated, dependable and quick learner

Excellent Computer skills with proficiency in MS Office Suite (Word, Excel, Outlook) and Banking software (Target, Excalibur, Coins, IPRO, CRM, SharePoint)

Highly adaptable, an always 'sought for' team player, excellent problem-solving skills and high standard of quality customer service

Ability to interpret data to evaluate problems and take corrective actions Work Experience

CIBC -Mortgage, Toronto Oct 2018-Present

Sales Support Admin (Mortgages)

Process digital renewal request and secure email to clients as per established standards and procedure of CIBC

Successfully create different lead type in CRM (pre-approval, renewal, refinance) and assign to internal renewal reps to contact clients

Ensure all IPRO requests are completed in CRM on a daily basis

Ensure customer satisfaction is maintained, productivity standards are achieved and service level agreements are met

CIBC - FirstLine Mortgage, Toronto Aug 2015 – Oct 2018 Quality Assurance Officer (Mortgages)

Ensure all the deals completed as per established standards and procedure of CIBC

Performing completion task for signed document to avoid future financial loss

Coordinating activities of co-workers in their absences to ensure coverage such as allocating files, maintaining and compiling daily database reports in accordance with standards procedures

Updating information in the excel

Providing training to new staff for processing mortgage renewal document CIBC - FirstLine Mortgage, Toronto Oct 2014–Aug 2015 Processing Administrator (Mortgage)

Detailed knowledge of mortgage renewals applications (ERA/ARA/RRA/MID-TERM) involving familiarity with practices, process and terminology

Calculated P&I to prepare Amortization table in the system software to create renewal document package for clients

Worked towards fixed deadlines by maintaining productivity standards

Investigated issues and obtain additional information to solve discrepancies

Expedited and fulfilled requests made through Electronic Banking Channel and ensured accuracy of nearly 99% for all files processed

ACNielsen Canada, Toronto Feb-2000 to Feb 2009

Senior Coding Clerk

Successfully assist clients with products and price

Filing, Photocopy, and faxing

Manually price check product and update price in system

Coding item description to correct Nielsen UPC

Achievements

Star of the quarter nominee (2017)

Service excellence (2017)

Education

Canadian Institute of Food Safety, Toronto, ON 2020 Food Handler Certificate

Centennial College, Toronto, ON 2011-2013

Medical and general Office Administration

Ontario March of Dimes, Toronto, ON 2009-2010

Advance MS Office Application Certificate

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