Muhammad Zabed Karim Email & Phone Number

Toronto, Ontario, Canada

Responsible for weekly reviews of regulatory complaints processed by the Client Care Center to ensure that any reportable complaint is properly coded. To ensure that weekly results are correctly tabulated and tracked in the “weekly performance tracker”.To conduct a secondary review of 100% of all regulatory complaints to confirm coding and align them to the FCAC aggregate code.To engage LOB / Business Partners to collect all relevant artifacts that need to be reviewed as part of the investigation.Draft a separate and complete executive summary to include an accurate description of the regulatory content and in conjunction with the relevant artifacts categorize the complaint as not founded versus founded.Engaged in identifying and communicating performance / training gaps to case managers and to analyze root cause of issue and assist in training modules required to close gaps.Provided on-going insight on aggregate code trends to the development and implementation of new procedures/methodologies by identifying areas of exposure requiring action or changes in the regulations.Liaise with CIBC Compliance to review compliance activities that include participating in Quarterly Compliance ReportEngaged in analysis to ensure procedures and policies are being followed to eliminate risk exposure and potential financial loss to the organization.Providing business partners insight on internal and external factors driving the increases in volume of certain level of complaints.Performed at a higher degree to complete own inventory before target date and assisted with the overall team back log.Conducted huddle on Bill C-86 and its changes and adoption to new FCAC processes within Client Care since July 2022.

Toronto, Ontario, Canada

Responsible for preparing monthly departmental reports and analysis to Senior Management to monitor departmental performance, conduct deep dives into client complaints and map out client journeys to highlight opportunities & corrective action to prevent future client irritants. Also responsible to work with one or two client facing groups within the centre to support data management from tracking Case Manager performance to prepare insights & presentations for Senior Leaders stratified by client segmentation and geographical regions.

Toronto, Ontario, Canada

Responsible for delivering value-added resolutions, recommendations for resolution within established Service Level Agreement with business partners. Accountable for recommending financial adjustments that may accompany a resolution. Accountable for providing guidance and advice in problem resolution to other employees of CIBC, including those in a more senior position.

Toronto, Canada Area

Prime Responsibilities:• Working with assigned portfolio with clients to assist with their financial difficulties, help get through arrears, refinance, etc.• Responsible for working on retail mortgage accounts.• Responsible for disputes and resolution to the mortgage accounts by offering appropriate refinance options.• Project work: penalty reduction accounts for mortgage accounts with properties under sale in deficiency or demand. • Project work: worked in ALBERTA FLOOD refinance team in 2013 to assist with capitalization, payment deferments, etc. Worked in pre-payment waiver project for CIBC retail mortgages.• Conducting audits on high end properties’ sustainability and payment history analysis. • Advise clients on maintenance of credit and financial analysis for long-term sustainability in good standing. Recommend files for finalization in terms of credit analysis and client credibility.• Making contacts with clients for accounts that are past due for Mortgage, Personal Line of Credit, Loan, CIBC Visa Cards and Overdraft (COPS) accounts.• Working on specific targets of revenue.• Ensure matter dealt properly with irate clients or escalation.• Follow company guideline on contacts to maintain quality and standard.• Work as Trainer for new hires.

Dhaka, Bangladesh

Prime Responsibilities:• Working at the decision-making unit for the financial planning and budget control of the Department of Foreign Affairs & Trade.• Undertake monthly bank reconciliation of the official banking accounts using SAP. Worked as Systems Administrator to create new user, system monitoring, and re-building works stations.• Liaise and negotiate with suppliers for office services procurement, maintenance agreements, etc. Ensure financial procurement guidelines, and the highest ethical standards, are followed.• Lead, direct and supervise staff responsible for provision of management *common services* for the High Commission- the services include administration, protocol, human resources, and office services. Monitor and advise on changing workloads and work priorities.• Assist the Senior Administrative Officer in matters relating to Locally Engaged Staff (LES) management, including:• Recruitment• Understanding of and compliance by staff of the High Commission's Code of Conduct• Timely processing and recording of staff salary, overtime and bonus payments• Management of leave rosters and relief arrangements• Completion of the Performance Management System processes for the LES.• Briefing of local staff individually, or in-groups, on salaries, conditions of service and management performance matters. Monitor work attendance by staff and,• Keep track of all incoming administrative cable messages from DFAT-Canberra and prepare responses as necessary for the Senior Administrative Officer.• In consultation with the Post Security Officer and the SAO, oversee contract guarding arrangements and physical security arrangements for the Chancery, the Recreation Center and staff residences.• Liaise with marker missions and other good employers as required. Prepare correspondences as required.• Ensure the Monthly Administrative Procedures Checklist is completed.

Mcom (Honours), Information Systems, 95%

Activities and Societies: Department of Commerce debate team.Completed Master of Commerce (Information Systems).

Mba, Marketing, Gpa 3.70

Activities and Societies: Presentation skill workshop.Received master’s degree in MBA (Marketing).

Bba, Accounting, 85%

Graduated with Bachelor in Business Administration (Accounting).