Serena Xu Email and Phone Number

-Interview and perform complex credit applications such as rental property purchase, business for self purchase, high net worth client purchase.-Provide various investment options and offer customized advice.-Review legal documents related to financial transactions in order to ensure compliance with applicable laws and regulations.-Absence coverage of Manager of Customer Service when needed.

-Educated clients on the various investment options available to them.-Conducted due diligence research before recommending any product or service to a client.-Performed credit interviews and prepared RESL applications.

-Performed credit interviews and prepared real estate credit applications, including mortgage and/or Home Equity Line of Credit. Exceeded 100% goals at all time.-Advised clients on investment strategies that best suited their individual needs and goals.-Maintained accurate records of client data including investment objectives and performance results.

-Processed credit card, line of credit and loan applications, including verifying income and creditworthiness of applicants.-Supported CEAs with day to day transactions, such as cheques negotiation, PIN verification procedure, account inquiries and complains.-Helped manager trained 2 new CEAs and 2 PBA trainees to fully hand-on their daily works-Referred customers to specialists and other lines of business to fulfill specialized needs.-Achieved the top 4 on TD Legend Board among PBAs in Atlantic region.

-Followed coaching guidelines when performing transactions. Met 3/3 behavior metrics including advice opportunity, referrals, and radar advice.-Provided accurate and excellent customer service while servicing multiple types of accounts.-Utilized active listening techniques to ensure customer satisfaction and promptly addressed any complaints or inquiries.-Stayed flexible with shifts, opening and closing. Maintained strong and friendly relationship with colleagues.