Amandeep Singh
London,Ontario
Summary
Customer-centric banking professional with 10+ years of experience in the banking and contact center environment, specializing in unsecured credit risk assessment, delinquency management, and regulatory compliance. Proven ability to negotiate payment solutions, optimize collections, and mitigate financial risk, while enhancing customer retention and achieving top-tier survey results. Proven track record in meeting compliance, productivity, and quality targets while fostering customer relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Account Specialist II
TD Bank
01.2024 - Current
- Deliver exceptional phone-based service, negotiating payment arrangements for credit products reducing delinquency rates by 18% QoQ.
- Achieve 100% compliance with TD Canada trust policies while meeting monthly scorecard targets.
- Resolve 100% of inquiries at first contact by asking targeted questions and tailoring solutions to individual needs (e.g. payment plans, tools advice).
- Enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately.
- Adhere to both professional practices and standards, and the TD Canada Trust processes and controls to achieve operational excellence.
- Resolve escalated client disputes, specialized collection scenarios on all credit products.
Insurance Advisor
TD Insurance (Canada)
08.2021 - 01.2024
- Performed financial risk analysis for clients assessing coverage needs and premium affordability.
- Ensured compliance with policies and procedures with the help of BPM’s and strategic processes.
- Reduced policy cancellations by 15% through proactive customer outreach and payment restructuring.
- Acted as an escalation point for complex complaints, resolving 80% of cases within a specified timeline.
- Financial analysis of client insurance coverage, calculate premiums, and establish method of payment.
Customer Experience Associate
Walmart Canada Inc
04.2020 - 08.2021
- Providing excellent interpersonal Customer Service by phone and distribution channels greeting all customers in a polite and friendly manner.
- Assisting customers by promoting products/services with infinite execution and regulatory methods.
- Locating merchandise and making decisions based on data driven by management.
- Resolving customer strategic issues and referring concerns to leadership where appropriate.
- Dispensing customer grocery orders in a timely and sincere manner to their vehicles.
- Helping staff in classification of orders, picking, and packing orders in the best way possible.
Relationship Manager
Kotak Mahindra Bank (India)
07.2018 - 09.2019
- Managed $4M portfolio for high-net-worth clients, minimizing defaults through comprehensive risk assessments.
- Increased revenue per client by 22% within 12 months through cross-selling of credit products and insurance.
- Acquired new customers by building relationships via cold calls and market lead generation.
- Promoted equitable team environment while staying current on industry trends and legal developments.
Service Delivery Manager
IndusInd Bank (India)
06.2016 - 06.2018
- Enhanced customer experience by delivering prompt problem-solving solutions.
- Processed foreign wire transfers exceeding $500K monthly without compliance breaches.
- Optimized branch operations, achieving a 25% reduction in transaction turnaround time.
- Advised clients on credit products and debt management strategies.
Education
Business Management & Logistics and Supply chain
Canadore College
Mississauga, Ontario, Canada01.2021
Master of Business Administration -
Sikkim Manipal University
Jalandhar, Punjab, India01.2016
Skills
- Credit analysis tools: OPA, CDM, S3, Gateway
- Compliance procedures and tools
- Microsoft Excel and PowerPoint
- Communication software: Jabber
Accomplishments
- Delinquency reduction: Slashed credit product delinquencies by 18% at TD bank through strategic payment negotiations.
- Risk Mitigation: Maintained 100% compliance across all calls currently leading the compliance committee in team.
- Scorecard: Was able to achieve the max no of tools like OYC and Interest inhibits for 2 consecutive quarters.
Certification
- Other Than Life (Insurance)
- IRDA (Insurance regulatory development authority)
Languages
English
Professional
Hindi
Professional
Punjabi
Professional
Disclaimer
I hereby declare that the information given above is true and to the best of my knowledge. Amandeep Singh
Timeline
Customer Account Specialist II
TD Bank
01.2024 - Current
Insurance Advisor
TD Insurance (Canada)
08.2021 - 01.2024
Customer Experience Associate
Walmart Canada Inc
04.2020 - 08.2021
Relationship Manager
Kotak Mahindra Bank (India)
07.2018 - 09.2019
Service Delivery Manager
IndusInd Bank (India)
06.2016 - 06.2018
Business Management & Logistics and Supply chain
Canadore College
Master of Business Administration -
Sikkim Manipal University
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