Financial Services Professional - Collections and Customer Care Expert

A detailed oriented Financial Services Professional with 15+ years of experience in Customer Services, Sales and Collection. Continually focused on quality and results to exceed goals.

SKILLS

Customer Service I Regulatory & Policy Compliance I Product Knowledge I Time Management I Collections I Adaptability I Problem Solving I Detail Oriented I Strong Analytical

EXPERIENCE

Pepsi Beverage Canada - Finance Associate Coordinator (Contract position)

July 2024 - March 2025

-Follow up for outstanding payments from corporate clients

-Handle invoice management, payment tracking, reconciliation of accounts

-Maintained business cash flow and ensuring timely payments

-Worked with internal departments investigating and resolving issues related to invoices

Bank of Montreal

Senior Account Specialist - IC Collections II support operations

May 2021 - February 2024

-Performed right of offset on delinquent accounts to cure or reduce delinquency

-Acted as subject matter expert point of contact for queries related to right of Offset task

-Participated in a quality assurance, data consolidation and demographic updated projects

-Managed the collection activities on Unsecured deceased accounts including but not limited to discussing payment solutions with Executors / Next of Kin

-Processed Customer Information Package Limits (CIPS), to facilitate the write off and abandonment of uncollectible accounts

-Facilitated the initial training sessions to offshore partners on the unsecured entry state process for the Deceased Portfolio

Account Specialist II – Collections - April 2020 - May 2021

-Performed collection activities related to accounts in early stages of delinquency such as auto loans, personal line of credits, BMO Mortgages and credit cards

-Maintained Call Quality by achieving more than 85%

-Participated in various projects as subject matter expert for the Early-Stage Collections team

-Delivered exceptional services to clients

-Handled incoming calls in Professional and efficient manner

-Maintained knowledge of collection strategies and practices

Collections - April 2019 - April 2020 (Contract)

-Performed collection activities related to delinquent such as auto loans, personal line of credits, BMO Mortgages and credit cards

-Promoted to permanent status in April 2020

RBC Insurance Agency Limited

Licensed Insurance Advisor January 2014 - August 2018

-Identified profitable risk while maintaining compliance requirements within the underwriting guidelines

-Assisted in after-sales service for clients by acting as a single point of contact for customers in renewing and servicing insurance products

-Always achieved excellent QA scores especially in QA skills

Wells Fargo Financial Corporation Canada

Collections Specialist - February 2005 to February 2012

-Managed collection activities for front and mid stage collections for consumer loans, auto loans and retail credit cards as per the outlined operating procedures

-Negotiated payment solutions with delinquent card holders with a goal of curing or reducing delinquency and ensuring that I met all required monthly results

-Negotiated with customers to reduce corporate bad debt loss and to improve cash flow

-Maintained customer collection profiles by ensuring details such as credit counselling and bankruptcy information are accurate and up to date

-Located delinquent account holders through skip tracing, credit bureau reports and property searches

-Awarded multiple times with Shining Star and client appreciation letters as a result of continually meeting and exceeding performance targets

-Strived continually to improve quality of work on every call ad accomplished a year-end high rating of 95%+

Education

Post Graduate Diploma in Travel and Tourism S.N.D.T.

Women’s University, Mumbai, India

Bachelor of Arts

Guru Nanak Dev University, Jalandhar, India

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