Mark Borszcz Email & Phone Number

Mississauga, On, Ca

-Assessed clients' financial profiles, offered expert guidance, and recommended suitable mortgage products.-Managed the mortgage application process, including documentation, KYC/AML verification and compliance.-Maintained strong relationships with partners to facilitate smooth mortgage approvals.

- Answered inbound live chat & email support tickets for existing and prospective clients.- Increased client LTV by from 2 to 6 months by implementing new onboarding and retention processes.- Managed membership STRIPE disputes and chargeback investigations. - Built out and designed internal support forums and resources for clients.- Gathered feedback from member interactions and coordinated with internal stakeholders to refine our services and product offerings. - Maintained a 99% customer satisfaction rating for live chat ticket resolutions.- Created educational content in the form of blog posts and YouTube videos.

- Facilitated FX (Foreign Exchange) trades for clients.- Fulfilled routine and non-routine cash management transactions including wire transfers, movements of funds and securities between accounts, cheque requests, and account transfers.- Built strategic relationships with internal partners by providing responsive support for banking-related inquiries and requests.- Investigated and effectively resolved customer escalations in a timely manner.- Was designated as the subject matter expert for the Banking and Cash Management team within iTrade.- Recipient of the Q4 and Annual iTrade iCare Award in 2015; Recipient of 2016 Best of the Best Top Individual Award for Scotiabank Global Wealth Management; Recipient of the 2016 Q2 iTrade iCare Award.

- Met with prospective clients, built immediate rapport, discovered customer needs through effective probing, and provided tailored financial advice and solutions. - Opened new day-to-day, savings and foreign currency accounts, processed and funded credit products (visa, loans, line of credits and mortgages), and built diversified client investment portfolios with GICs and mutual funds. - Adhered to KYC (Know Your Customer), AML (Anti-Money Laundering) and Fraud prevention policies and procedures when opening new accounts or processing credit products. - Ensured accuracy and timely completion of required documentation in accordance to compliance regulations, as well as bank policies and procedures. - Created client files and ensured complete client satisfaction through ongoing account maintenance and efficiently addressed and resolved client inquiries and complaints. - Provided sound financial advice by proactively reviewing client accounts and uncovering opportunities to help clients achieve their financial goals.

- Addressed and resolved customer concerns and inquiries in a knowledgeable and professional manner.- Contributed to the overall branch sales targets by uncovering customer goals andcommunicating them to personal banking officers.- Met and exceeded negotiated goals while adhering to bank security and operationalprocedures and policies.- Processed bills payments, incoming/outgoing wire transfers and mortgage/loanpayments.- Balanced closing cash and processed clearing and utility bills accurately at the endof the night.- Provided exceptional service to walk-in customers ensuring a lasting positive impression of their new banking relationship.- Prevented fraudulent account activities by complying with KYC and anti-money laundering procedures.- Trained new employees for extended hours.- Loaded ATM’s with cash and was responsible for resolving any branch ATM-related issues.

Bachelor Of Commerce

Exchange Student