Felicia Morris

A top producing, driven and fast learning Customer Service Professional, with a solid background in sales and marketing. ♦ Adept communication, relationship management and interpersonal skills from having led and collaboratively worked within diverse sales/marketing teams. ♦ Leveraging extensive expertise in insurance, group retirement solutions, investments, and residential mortgage products, while adapting seamlessly to evolving systems and dynamic work environments ♦ Strong presentation, project management and consulting skills

Renewal Administrator - Questbank(Community Trust) - Toronto, ON

(2026-03 - 2026-10)

• Efficiently managed daily external and internal client inquiries and escalations via phone and email, utilizing in-depth knowledge of residential mortgages, renewals, and refinances.
• Supported the implementation of our new processing system
• Knowledge with Customer Relationship management systems i.e Salesforce
• Provided guidance, coaching and leadership to support to team members
• Handled renewal offer letters and processed renewals upon maturity, managing complex adjustments and corrections.
• Managed refinances generated through sales leads, consulting directly with clients to secure agreements and leveraging FINMO to execute and complete applications.

Mortgage Account Specialist - Community Trust - Mississauga, ON

(2022-11 - 2026-03)

• Effectively handled client inquiries including escalations daily through phone and emails, requiring comprehensive knowledge on residential mortgages and arrears while following all AML policies and procedures.
• Provided support and training for team members and other internal teams
• Performed detailed reviews of all documents to ensure accuracy during processing
• Maintained accurate electronic record keeping of client accounts in accordance with department procedures
• Implemented numerous process improvements
• Top CSAT scores of 100% from customer surveys

Independent Mortgage Agent - Mortgages of Canada - Kitchener, ON

(2021-08 - 2022-11)

• Consulted, qualified and made recommendations on various loan/mortgage products for each unique customer's needs.
• Refinancing, renewals and new mortgages
• Processed all paperwork and underwriting requirements for clients prior to submitting their applications to lenders
• Built relationships with various lenders and negotiated to find the best loan solution for the client.
• Marketing and Lead generation

New Business Administrator (Contract) - Equitable Life - Kitchener, ON

(2020-11 - 2021-11)

• Processed, input, issue and settle life insurance applications while adhering to established quality and service standards
• Ensure that application details and corresponding documents are received; confirm all requirements are met and identify anything outstanding; verify information is accurate and complete
• Verify that all pertinent information and requirements have been met prior to policy settlement
• Ensure accurate and efficient correspondence and handling of medical lab requests and results, Attending Physician Statements, Ml B's etc. during the underwriting and application life cycle
• Ensure all documents are properly created prior to sending out policy contracts
• Follow special instructions from both the Underwriting Department such as ratings and from the Advisors such as payment changes etc.
• Interact with MGA's, advisors, other insurance carriers, medical vendors & practitioners and internal departments
• Special handling of adjustments, reissues, modifications, commissions, and ratings

Customer Representative - Scotia Bank - Kitchener, ON

(2019-09 - 2020-11)

• Processed Day to Day financial transactions such as withdrawals, deposits, bill payments, wire transfers
• Introduced clients to mobile banking applications and assisted them to better manage their banking needs
• Made referrals to Financial Advisors based on specific customer needs

Senior Plan Design Specialist (Group Retirement Services) - Manulife Financial - Kitchener, ON

(2014-08 - 2019-05)

• Provided quality client administration through the proper and accurate set up and installation of new plans for group pension sponsors, within the Group Retirement Service department
• Maintained solid relationships, effectively collaborating with internal field staff including account managers, account executives and sales coordinators, to complete the implementation of new plans
• Effectively transitioned Future Step product to Montreal teams, conducting on-site training and on-going support in plan processing; created new Future Step procedures and conducted quality checks on new plans
• Processed funds rationalization, re-pricing and compensation changes on existing plans, along with having worked with administrative team to process member bankruptcies
• Updated and changed existing plans with new legislation
• Suggested and Implemented numerous system enhancements

Customer Service Representative (Individual Life) - Manulife Financial - Kitchener, ON

(2010-06 - 2014-08)

• Successfully coordinate all high-volume external inquiries including the handling of corporate and HNW clients, while effectively communicating, clarifying and resolving various issues on a wide range of products and policy information
• Provided efficient resolutions, in-depth knowledge and clarify answers to multiple requests for information from Platinum and gold elite advisors enabling them to offer high-level service to clients
• Collaborated on client inquiries/processes, handle difficult situations and build key relationships with business partners including Billing/Payments, New Business, Underwriting and Claims to resolve tight timelines and urgent issues
• Demonstrated career record of achieving or surpassing all key performance indicators and statistical components of customer service including Adherence, Conformance, Call Reviews and Back-End Audits, with Productivity being 264% on given target of 80%

Mortgage Specialist - MCAP Mortgage Corporation - Kitchener, ON

(2008-05 - 2010-06)

• Effectively handled fifty to sixty client inquiries daily, requiring comprehensive knowledge on residential/commercial mortgages including MCAP and several additional mortgage lender policies and products
• Oversaw the administration and processing of changes to client loans including payment frequency, renewals, rates and tax adjustments and managed all issues related to property tax, arrears and fire insurance
• Developed and grew strong relationships with the brokers to promote key benefits of MCAP products and utilized strong negotiation capabilities essential to refinancing and client retention
• Conducted lunch and learn presentation to departmental employees, supporting marketing and sales initiatives for MCAP products which included the development of sales scripts essential to handling client rejections
• Worked with head office on pilot project specifically created to increase sales revenues from Home Mortgage Protection products; Worked cooperatively alongside one colleague to intensely cold call various existing client lists and resulted in 40% increased sales over 3 months

Sales and Service Associate - Faithlife Financial - Waterloo, ON

(2007-09 - 2008-04)

• Key team member on Head Office Sales team which included role as Sales and Marketing Project Coordinator, with accountabilities for efficient administration, reporting, statistical tracking and the creation of processes and procedures for financial advisors and contact centre staff
• Acquired fundamental knowledge in the areas of sales and marketing through the review and editing of promotional marketing material, publication and mass mailings
• Created, coordinated and oversaw Pilot Project, which resulted in high success rate with approximately 500 new sales appointments and 450 new sales
• Involved in the training process for new sales representatives and provided comprehensive instruction on customer service, sales scripting and sales process/guidelines

Customer Service Representative - Clarica (Sunlife) - Waterloo, ON

(2003-09 - 2006-01)

• Acquired broad knowledge of various investment products through the handling of investor inquiries regarding RRIFs, Mutual Funds, AA and GIC; Assisted customers in reinvesting funds and advised of new terms. Supported advisors in managing investment portfolios

Assistant Manager - Flight Centre - Cambridge, ON

(2003-02 - 2003-09)

• Assisted overseeing store operations, client sales/management, financial and marketing/store promotions; directly worked and trained staff to achieve store objectives. Awarded Top Consultant in Sales (Southwestern Region)

Completed REMIC Mortgage Agent Course (RMAC) (2021-05)

Personal Lending and Mortgages Course (CSI) (2019-01)

Completed Canadian Securities Course (2014-01)

Travel and Tourism Diploma - Customer Service, Professional Communication, Marketing - Fanshawe College of Applied Arts and Technology (1997-09 - 1999-05)