Ivan Huynh Email & Phone Number

Toronto, Ontario, Canada

- Transaction Monitoring: Conduct real-time monitoring of transactions to identify suspicious activity and fraudulent behavior by analyzing client’s accounts, transactions, history, and patterns in order to mitigate losses for clients and CIBC.- Communication: Collaborate with other fraud departments including risk management, compliance and other fraud prevention teams, to share information and coordinate response efforts.- Documentation: Maintain well-organized records of suspected emerging fraud trends including common red flags, transaction types, methods of execution, impersonation methods, and other fraud indicators.- Resolution: Communicate with clients to prevent live fraud transactions from occurring, escalate cases that require further investigations to designated teams, and address inquires and concerns while ensuring a high level of customer satisfaction throughout the resolution process.- Pilot Projects: Pilot test new prevention programs and tools to measure their efficacy in detecting and preventing fraud. Provide feedback, results and recommendations to management on the implementation and scaling of a successful pilot program to enhance overall fraud prevention capabilities. • Achievements: An average of over 100% productivity rate while maintaining customer satisfaction and accuracy targets. Lead role on various pilot programs and projects while completing core responsibilities.

Toronto

- Client Experience: Monitor and respond to customer inquires, comments and messages across various communication channels in a timely and professional manner while providing exceptional customer service to ensure the highest level of customer satisfaction. - Account Management: Assist customers with account management tasks, including account opening, account closures, balance inquiries, fund transfers, bill payments and updating personal information. - Technical Support: Provide technical support and guidance to customers experiencing difficulties or errors while using online banking platforms, mobile apps and other digital channels. - Compliance: Follow established procedures and protocols for verifying customer identities, protecting sensitive information, and ensuring compliance with regulatory requirements and security standards. - Product and Service Knowledge: Stay informed about changes, updates and enhancements to banking products, services, policies, and procedures, and communicate relevant information to customers proactively. • Achievements: Highest annual customer service satisfaction score (NPS) in the department while participating in pilot projects such as sales hybrid queues.

Toronto, Canada Area

- Sales: Proactively identify and capitalize on opportunities to promote and cross-sell bank products and services based on customer needs, preferences, and financial goals in order to meet and exceed sales targets and performance metrics.- Product Knowledge: Educate customers about the full range of banking solutions available to them, including transactional accounts, loans, credit cards, investment options and mortgages.- Exceptional Service: Engage with CIBC’s high value clients by providing white glove customer service by actively listening to customer concerns, feedback, and objections while responding with empathy, understanding and professionalism to build rapport and trust. - Resolution: Collaborate with other teams including branch managers, product specialists and customer service teams to resolve customer issues, escalate complex cases and ensure seamless customer experiences by always proactivity providing status updates to clients.- Team Collaboration and Sales Leadership: Share sales tactics, strategies, and best practices with colleagues to foster a collaborative and supportive team environment, ensuring the success of both individual team members and the company as a whole.

Toronto

Vaughan Mills

Bachelor Of Arts - Ba, Kinesiology

Diploma, Computer Systems Networking And Telecommunications

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