Bank of Canada offers personal, small business, and corporate banking products. As a Test Automation engineer, I was involved in a project to automate their application which serves as a platform for the all home loans and is a loan originating system which supports functionalities like consolidating Customer's information (Assets, Liabilities, Employment history, etc.), analyze and deliver the best Home Loan Product the Bank can afford to the customer.

The bank has a web-based application that allows customers to register for online banking services with their credit cards. The cardholders can log in and view accounts information details, view and download statements and pay bills online. The bank provides investment management, retail and commercial banking, consumer finance and investment banking, loan products and services. The Bank Online option on the website enables the customers to access their accounts. The account holders need to enter their ATM Card ID or Credit Card number and password. This enables them to check their account information. The customers are also provided instant transfer of funds between their Checking and Savings Accounts. Bank Online also enables customers to invest online. It has facilities such as shop safe, online shopping and online pay.

• Ensure that client treatment promotes client satisfaction while protecting interests.• Handle client complaints in accordance with polities• Support the achievement of assigned financial targets and KPIs (Key Performance Indicators) resultsthrough effective problem identification and resolution of client accounts.• Identify and/or support initiatives to enhance the client's collections experience.• Support the integration of process improvements and new technology to maximize operational efficiency

Responsible for the development of 15 employees, which included 7 senior agents, and creates an environment to help motivate them to optimize their performance and professional growth.Thorough knowledge of the Fair Debt Collection Practice Act.Ensure the collections of accounts in a timely fashion through review of aging reports.Increased output from by using new monitoring techniques and work strategies.Used existing in house production tools that enabled collectors to be a second voice on calls while still at their desk.Developed a new script dialogue and one-on-one training.Interact with all levels of management.Maintained relationships with non-fee sources to recruit applicants.Handled commercial and consumer credit accounts.Successfully met monthly performance standards.Negotiated successful payment arrangements resulting in balances in full or settlements.Monitor violations of credit policies, provide analysis, conclusion and recommendations, present findings to senior management and suggest actions/penalties to be taken when appropriate.