Shubhra Sharma
Brampton,ON
Summary
With over five years of experience in financial services, fraud, and the customer services industry, I am a banking professional where I leverage my communication and time management skills to prevent and detect fraudulent activities and mitigate the risks to the bank. I have a strong background in credit procedures and client account management, having worked as a senior banking advisor and retail manager in the past.
I am passionate about my business and finance studies, and I apply my knowledge and perspective to my work as a fraud operations analyst. I am driven by the mission of delivering exceptional services, building trust and relationships, and protecting the integrity and reputation of the business. Always eager to learn new skill sets, collaborate with diverse teams, and contribute towards the growth and success of the organization.
Overview
5
5
years of professional experience
Work History
Fraud Operations Analyst
RBC Royal Bank
06.2024 - Current
- Conduct research and recommend solutions for review and assessment.
- Perform initial review of complainant submission and works in partnership with team members to fulfill the end-to-end process.
- Review flagged transactions for indicators of fraud.
- Provide advices and guidance on preventive measures.
- Assist in tracking and trending of dispute issues, including appeals and grievances, while providing recommendations for re-education to other departments.
- Monitoring real-time queues and analyzed high-risk transactions from specified points of sale within the business portfolio.
Senior Banking Advisor
RBC Royal Bank
10.2022 - 06.2024
- Consistently demonstrate empathy, kindness and take the time to understand circumstances, motivators and concerns in all interactions with colleagues and clients;
- Champion digital enablement by proactively educating clients to self-serve, while leading with advice, serving through digital where possible and encouraging clients to interact with channel of thier choice;
- Communicate effectively to uncover client needs, deliver client centric advice, solutions and proactively resolve client concerns at first point of contact;
- Provided professional advice and education with an ability to address credit and investments, ensuring solutions recommended are appropriate for client needs and financial circumstances;
- Implemented effective contact and relationship building strategies, that accelerate new client acquisition and retention in your local community;
- Collaborated with market-leading professionals in financial planning, retirement planning, mortgages, and business banking experts to ensure clients receive customized and relevant expert advice.
Store Manager
Factory Direct
02.2020 - 04.2022
- Recruited, developed, motivated and lead high-performing sales team;
- Build customer relationships through engaging customer service that makes the customer feel cared for and confident about their purchases;
- Oversee daily store staff scheduling, operations, loss prevention and maintenance of standards to ensure a safe and enjoyable shopping and working environment;
- Participated in weekly management calls and report on key productivity and performance metrics, competitive activity, market conditions, etc. to share best practices and promote brand consistency;
- Created and maintained visually appealing merchandising and window displays following brand standards and directives.
Education
Post-Degree Certificate - Global Business Management
Humber Institute of Technology And Advanced Learning
Toronto, ON01.2020
Bachelor In Commerce - Business Management Studies (BMS)
University of Delhi
Delhi, India 07.2017
Skills
- Risk Assessment
- Technical Analysis
- Financial Advising
- Proficient in CCSA
- Proficient in TS2
- Fraud prevention
- Call Management
- Dispute Resolution
Accomplishments
- Awarded Quarterly award within RBC; Adapt quickly, Always learn.
- Overall customer satisfactoy rate, OSAT at 96.7%.
- Per day financial advices, APD was at 4.5 clossed and assisted.
Timeline
Fraud Operations Analyst
RBC Royal Bank
06.2024 - Current
Senior Banking Advisor
RBC Royal Bank
10.2022 - 06.2024
Store Manager
Factory Direct
02.2020 - 04.2022
Post-Degree Certificate - Global Business Management
Humber Institute of Technology And Advanced Learning
Bachelor In Commerce - Business Management Studies (BMS)
University of Delhi
Similar Profiles
Pierre ChristianPierre Christian
Customer Service Representative/Courier and Archiving at (RBC)Royal Bank Of Canada/Antigua Commercial BankCustomer Service Representative/Courier and Archiving at (RBC)Royal Bank Of Canada/Antigua Commercial Bank
Harmanpreet KaurHarmanpreet Kaur
Banking Advisor at RBC Royal BankBanking Advisor at RBC Royal Bank
CHANEL OLIVEIRACHANEL OLIVEIRA
Senior Effectiveness Coach at RBC Royal Bank of CanadaSenior Effectiveness Coach at RBC Royal Bank of Canada
SONA JOYSONSONA JOYSON
Fraud Prevention Analyst at RBC Royal BankFraud Prevention Analyst at RBC Royal Bank
Upneet LubanaUpneet Lubana
Senior Fund Administrator, Hedge Funds at SS&C Technologies. IncSenior Fund Administrator, Hedge Funds at SS&C Technologies. Inc