Vivek Kumar Email & Phone Number

Milton, On, Ca

Milton, On, Ca

Oakville, Ontario, Canada

Waterdown, On

Burlington, On

- I meet with clients to review their insurance needs- Recommend coverage and setup home and auto insurance policies- Refer clients to our life insurance and wealth advisors to accommodate our clients' needs

Mississauga, Ontario

- Licensed throughout Canada (except Quebec) to sell and service home and auto insurance policies- My job involves selling new home and auto insurance policies, up-selling existing policies, servicing exiting policies, and referring leads to other lines of business.- Present complex policies to underwriters in a clear and concise way in order for policy approval.- Ensure that all licenses are up to date and that I am adhering to government regulations

- I was the primary contact to provide problem resolution to both external and internal CIBC mortgage customers. Problem mortgage files included external client escalations, and assisting internal specialists with reworking complex underwriting deals that satisfied both business guidelines and customer expectations. - Surpassed targets of resolving 80% of escalations within 48 hours and responding to client escalations within 2 hours of receipt. I also met expectations of documenting 100% of the escalations. - Presented complex mortgage issues in a clear and understandable way to different levels of management (senior manager, director, etc.) and provided solutions to benefit both the customer and CIBC. Lead weekly meetings with management explaining financial payoffs within my authority.- Responsible to provide creative solutions for mortgage issues that have been escalated to CIBC’s Customer Care team, Privacy Office, Ombudsman’s Office and Business Development Managers - Built and maintained excellent working relationships with significant internal business partners- Identified trends, gaps and areas of opportunities from both internal and external prospective and then provided solutions to address these gaps

- Monitored and scored 15 to 20 e-mortgage, underwriting and advancing inbound calls per day.- Regulated and provided feedback to ensure that the e-mortgage department adheres to all audit requirements.- Communicated with management and peers providing feedback for best practices and identifying opportunities for improvement.- Provided coaching to approximately 40 mortgage sales representatives while adhering to privacy and confidentiality guidelines.- Effectively and efficiently responded to ad-hoc requests from different levels of the business (team leaders, senior managers, directors, etc.- Successfully surpassed targets and regularly updated knowledge about mortgage products, procedures and organizational change.

- Provided product knowledge and technical support to branch representatives in order to complete mortgage applications.- Provided customers with detailed explanations of recommended actions, and verified their understanding of mortgage issues.- Handled difficult interactions while maintaining the risk objective and customer satisfaction.- Provided newly acquired product knowledge to help update the underwriting manual.- Developed and updated curriculum for the Applied Underwriting Call Center course. Conducted and co-ordinated a 3 day course for new underwriting specialists. Put together an “Applied Progress Draw” course book for new progress draw call center reps.