Khushboo Dhrona

Client Operations | Leadership | Team Player | Technical Analysis | Investigative Techniques

Investigation Officer - Trust Accounting - RBC (Royal Bank of Canada) - Toronto, Canada

(2022-03)

• Provided structured training and onboarding to new analysts, reflecting deep knowledge and team-oriented mindset.
• Reconciled complex transactions across 8 trust environments, including pension contribution and benefit payment accounts.
• Conducted contribution monitoring and trust account reconciliation using industry leading and proprietary environments.
• Regularly selected to work on new projects based on strong grasp of procedures and ability to learn quickly.
• Managed daily discrepancy resolution and coordinated escalations with internal business partners.
• Delivered timely and detailed commentary on breaks and variances; presented findings in stakeholder meetings.
• Proposed and implemented process improvements to enhance reconciliation timelines and reduce recurring breaks.

Settlement Analyst – Settlement Team - Everlink Payment Services Inc - Toronto, Canada

(2019-07 - 2022-03)

• Reviewed and reconciled daily transactions and bank reconciliation for accuracy and to ensure they are cleared and settled using BASE 24, Pulse, China Union Pay, MasterCard and NISS.
• Performed daily, weekly, and monthly reconciliation to ensure funds are balanced.
• Ran weekly AFT batch and sent out funds and notification to clients.
• Created various reconciliations and adjustments.
• Led discussions and execution with internal departments to manage accounts and re-assure proper communication flow.
• Performed reconciliation between client's position and accounting entries.
• Provided training to recent hires on technical and process related matters of reconciliation and provided updates to the management team.

Operation Officer - Client Information Verification Team (Anti-Money Laundering Team) - RBC (Royal Bank of Canada) - Toronto, Canada

(2017-04 - 2019-07)

• Investigated and resolved 15-20 inquiries and complaints related to accounts and referred to the Investment Advisor where appropriate.
• Responsible for verifying documents and working on 30-50 cases as per CRS and FATCA programs.
• Lead the training of new hires on KYC Cases, CRS, FATCA and other projects.
• Verified KYC and AML related customer information for over 35 customers.
• Leveraged industry leading platforms such as GCM, GCMS, AML 360, Citrix, SharePoint, Application Launch Pad, TSYS and TSYS 2 and Casper to efficiently perform AML and customer care related duties.

Administrative Officer - Global Payments - Toronto, Canada

(2016-03 - 2017-03)

• Handled over 100 rollouts and other project programming volumes using various internal tools (Tracker, Base 24, MAS, MOSS, IngEstate & UTS).
• Led data management and coordination, on behalf of the Sales team, to update internal department requirements.
• Audited and validated information on merchant applications and provided comprehensive reports to the management teams.

Personal Banking Representative - CIBC – PC Financial - Toronto, Ontario

(2015-07 - 2016-01)

• Exceeded sales target consistently and awarded top salesperson of the month award for 4 months for accounts and mortgage products.
• Managed premier client portfolios of consumer lending as well as business banking products.
• Cross sold consumer and business deposit products that assist in retaining and expanding the relationship with new and existing clients.

TD Auto Finance - Toronto, Canada

(2014-08 - 2014-11)

• Responsible for processing and assuring accuracy of more than 50 monetary and maintenance transactions of loans.
• Lead the data entry and control operations of more than 35 new applications and loan renewals.
• Maintained and serviced loans, calculating loan interest, amortization and entering loan payments, advances and payoffs.

Technical Analyst - Public Mobile - Toronto, Canada

(2011-09 - 2014-03)

• Ensured resolution of over 100 customer and retail channel related trouble tickets in a timely manner using all necessary network systems and tools.
• Lead the resolution of more than 150 escalated port in and port out requests, ensuring all systems are appropriately updated and all porting requests are completed within the necessary timeframes.

Ontario College Diploma - Accounting - Seneca College of Applied Arts and Technology (2008)

Certificate - Computerized Accounting - DM Computing Academy (Tanzania) (2005)

IGCSE Certificate - Isamilo International School (Tanzania) (2002)