• Manages a team of 25 Senior Home Finance Fulfillment Specialists.• Develops solutions based on an understanding of the business strategy and stakeholder needs.• Breaks down strategic problems, and analyses data and information to provide insights and recommendation.• Leads and participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.• Coordinates the work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, quality control, training, team coaching and guidance, operations research and problem resolution.• Analyzes and resolves complex issues efficiently and effectively in accordance with bank and industry standards. • Provides input and analysis into the continuous improvement of business processes and procedures.• Provides accurate and timely processing of complex home financing files within set service level agreements and in accordance with established policies, processes and procedures, while following the documented guidelines required for their execution and completion.• Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations to ensure appropriate actions are taken and operational integrity is maintained.• Works in close partnership with the bank’s Vice-Presidents and Branch Managers. • Takes charge and resolves all of the home financing fulfillment urgent requests along with any contested complex file reviews.• Ensures the monthly auditing of over 400 mortgage applications in order to ensure that the bank's guidelines are being followed and respected.• Builds and maintains great relationships with notaries across the province by working in collaboration with them for our mutual clients.• Assisted in creating and implementing the bank’s first ever pre-underwriting program.

• Managed a team of 15 Junior Home Finance Fulfillment Specialists.• Assisted with the mentoring of 10 Offshore Home Finance Fulfillment Specialists.• Provided guidance to assigned business/group on implementation of solutions.• Developed solutions and made recommendations based on an understanding of the business strategy and stakeholder needs.• Supported the execution of strategic initiatives in collaboration with internal and external stakeholders.• Helped determine business priorities and best sequence for execution of business/group strategy.• Broke down strategic problems and analyzed data and information to provide insights and recommendation.• Built change management plans of varying scope and type; lead or participated in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives.• Provided input into the planning and implementation of operational programs.• Assisted in the coordination of workflow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, quality control, training, team coaching and guidance, operations research and problem resolution.• Identified business needs, designs/develops tools and training programs.• Provided input and analysis into the continuous improvement of business processes and procedures, and participated in the planning, testing and implementation of projects and new/revised products/services or processes as required.• Identified and resolved discrepancies in accordance with standard procedures.• Collaborated in development/implementation of new processes and changes/improvements to existing systems and processes.• Supported the development of tools and delivery of training focused on delivering business results.• Superseded objectives and expectations consistently and was awarded the quarterly top performer award.

• Assisted with the management of a team of 20 Mortgage Advisors while establishing and maintaining positive relationships with the multiple lenders that were in collaboration with the brokerage.• Reviewed each credit application worked on by the Mortgage Advisory team in order for the company to maintain a reputable name amongst the lenders.• Worked in conjunction with the clients and external partners such as appraisers, home inspectors, title insurance companies, brokers and solicitors.• Analyzed and submitted mortgage financing applications within established authorized guidelines while ensuring adherence to policies for each specific lender. • Verified and ensured due diligence has been completed prior to submitting any required documentation to the lenders.• Ensured that all of the lender’s financing conditions are completed in a timely manner by working closely with the clients and their broker while maintaining a high level of customer service and prompt turnaround times.• Prioritized applications and workflow to ensure consistent and sound risk assessments are maintained while managing high volumes and service excellence.• Resolved clients’ complaints and escalations through active listening, professionalism and negotiation in order to retain and acquire new business.• Monitored the team’s calls while providing constructive feedback to promote improvement and to ensure that our clients were receiving excellent customer service.• Participated in the interview process and contributed to the training of the new employees; as well as the weekly side by sides and the weekly call monitoring.• Assisted in creating the company’s underwriting norms and policies.

Senior Credit Analyst responsible for relationship management throughout Canada. In charge of offering financing and banking services to all the partners within my portfolio while developing strategies to win new business and retain existing business by performing the following tasks:• Proactively communicated with my portfolio of investment advisors to discuss the financing and banking needs of their various clients. Provided financing advice and detailed financial plans that coincided with the investment goals that they had previously set up.• Offered clients exceptional customer service by collaborating with their third parties such as notaries, lawyers, inspectors, evaluators and contractors to ensure that their transactions were correctly concluded in a timely manner. • Met with external partners and investment advisors to discuss the financing service and expertise that we could offer their clients in order to strengthen the relationship between these partners and advisors and our institution.• Submitted, analyzed and funded complex credit files for my clients’ various financial needs.• Serviced an extensive portfolio of investment advisors for high revenue generating partners and their wealthy and prestigious clients.• Trained and mentored new colleagues with regards to credit financing and the various credit guidelines and principles that need to be respected and followed.

• Assisted in managing a team of 30 Home Financing Specialists.• Monitored the team’s calls while providing constructive feedback to promote improvement and to ensure that our clients were receiving excellent customer service and that the bank's guidelines were being followed and respected.• Assisted with the preparation and the presentation of the weekly team meetings.• Trained and mentored new agents and provided them with feedback to ensure their progress and success.• Tabulated and analyzed the team’s key performance indicators such as sales results, Net Promoter Scores and productivity.• Provided support to the team with regards to clarifying any ambiguities and assisting agents with complex credit files, difficult rate negotiations and significant mortgage and tax account arrears.• Resolved clients’ complaints and escalations through active listening, professionalism and negotiation in order to retain and acquire new business.• Superseded objectives consistently and was rated the quarterly top performer nine times.• Selected within the department to be awarded the “Best of the Best” award for 2012 and 2013.

• Assisted clients primarily with their home financing or mortgage renewal needs while providing them with advice for their projects, addressing any objections and concluding new sales while maintaining exceptional customer service.• Facilitated the retention of existing clients by negotiating better interest rates while maintaining the bank’s margin of profit by understanding and exploiting the market’s financial trends.• Offered and approved financing in accordance with sound credit-granting principles in compliance with bank policy and procedures.• Provided financial solutions to existing and new potential clients by exploring options to increase their banking relationship through various lending products, investments and everyday banking products.• Contacted clients in collections with mortgages in arrears or overdrawn tax accounts in order to find a solution to alleviate their current financial burden.