Credit Investigator - BMO
(2018-01)
Understand client needs, offer and sell credit and lending services to BMO clients and prospective clients. Provide advice to clients regarding credit and lending strategies and products that align with their objectives.
- Carry out sales and service activities for the client, in accordance with approved procedures.
- Identify opportunities and make client referrals to other business groups.
- Explore client needs to fully understand them and provide advice on personal banking and credit card strategies, acting in the best interest of the client.
- Manage all necessary transactions during client calls or direct clients to the appropriate internal business groups.
- Escalate complex or unresolved client situations to managers, as appropriate.
- Complete all required documentation to ensure that all client requests are processed accurately.
- Maintain up-to-date knowledge of personal banking and credit card industry sectors, practices and trends, and integrate these professionally into client interactions.
- As needed, research and investigate credit card applications by following established processes.
- Handle inbound calls in an informed, professional and efficient manner.
- Stay current on consumer needs, industry trends, best practices and the regulatory environment surrounding the products and services provided.
- Reference marketing programs and promotions during client interactions, where appropriate.
- Protect the confidentiality of client and Bank information.
- Identify and report any suspicious patterns that may be associated with money laundering.
- Comply with regulatory and compliance requirements, including reporting requirements under anti-money laundering and terrorist financing legislation, Financial Consumer Agency of Canada (FCAC) consumer protection requirements, and the provisions of the Privacy Act.
- Make decisions and formulate recommendations regarding credit, in accordance with sound credit granting principles and Bank policies and procedures.
- Use authorized credit qualifications as needed to respond to client requests.
- Perform standardized tasks under supervision.
- Resolve issues within established rules and limits and escalate as needed.
- Broader duties and responsibilities may be assigned as needed.
Customer Service Representative - Capital One
(2013-01 - 2018-12)
- Respond to general service inquiries from Capital One clients.
- Answer questions, identify the root cause of the call and attempt to address client requests at the first point of contact.
- Assist clients who are attempting to use online banking services.
- Handle complaint calls and help resolve them or inform clients of policies.
- Apply problem-solving skills and promote card benefits to support client retention.
- Update client and account information as needed.
- Participate in Capital One initiatives aimed at promoting card upgrades and account changes to targeted clients.
- Interact with various Capital One departments in order to respond to client requests.
- Continuously provide improvement recommendations to Capital One based on client feedback, observations and trends.
