 Managing and developing a portfolio of 20 clientele, using Rethink’s online Property Tax software.  First point of contact providing support, training, reporting, data analysis, onboarding & implementations both onsite and remotely.  Committing to making the client experience seamless by meeting all of their needs

Supervised a team of 9 Compensation Reps whose tasks include phone inquiries in a phone queue environment, along with general inquiries from agents in the field, processing commission adjustments, performing queries and reporting. Worked with CISCO tools for phone scheduling and reportingManaged development of my staff through ongoing one on one sessions, quality and goal setting.Fielded daily escalations, exceptions and queries internally and from our service partners/agents externally.Provided regular reporting on daily team functions and phone statistics.Head weekly meetings with our IT partners to gauge business priority of enhancements, and day to day system issues. Supervised a team of 12 Case Managers responsible for set up and issuance of new life insurance applications upon approval from underwriting.Worked with daily escalations, and queries from our service partners/agents in the field.

• Investigation (enhanced due diligence) of daily and periodic incidents (clients) flagged due to a number of criteria (established scoring model) which are viewed as an increased risk for money laundering/terrorist financing.• Conduct investigation, document and summarize findings through a combination of account history reviews, and further researching the client by a variety of internal and external means.• Request information required from the field/branches with regard to unusual transactions, or conflicting information in order to properly decision an incident and assess the risk posed to the bank if any.

• Document Bankruptcy Cases on all bank systems, while maintaining all lending products accordingly• Instruct third party with regard to communication with trustees• Set up and maintain client records on Asset’s Bankruptcy Highway system• Assist clients, trustees, and service partners within the bank with regard to bankruptcy and consumer proposal related issues.• Ensuring timely recovery of overdraft balances by inbound/outbound calling using effective negotiation techniques while satisfying general inquiries with regard to personal accounts, and overdrafts.• Identified needs for other credit products and made recommendations and referrals where possible.• Worked closely with the bank’s service centre and other aspects of credit management while referring a customer, or looking after an inquiry.

• Providing reliable and knowledgeable assistance to employees during the introduction of a new complex benefits plan. Highlighting details of the many health/life/disability insurance options available to employees, as well as leading them through the election process.• Managing a portion of escalated complaints, and exceptions by means of email.• Working with employees to ensure they are knowledgeable, and comfortable with navigation through RBC’s online intranet, and learning resource network.

Provided financial planning solutions to clientele using a process through Freedom 55 that concentrates on wealth accumulation, distribution, and risk management. My planning focused on implementing a smart program, as well as constant monitoring/review to ensure it remained in the best interest of the client.• Sales experience focusing on various different investment tools/products, as well as life, disability, and critical illness insurance products.• Continuous assessment of my market for opportunity to build clientele through personal, business, referred, and ceded contacts.