BECKY DUSHIME

Responsible for day-to-day service and sales support to Financial Consultants and Portfolio Managers, responding to all inquiries from current and prospective clients concerning MD products and services:

• · Be accountable for the preparation and processing of client documentation, preparing correspondence to clients and third parties, and inputting transaction requests.
• · Maintain a follow-up system for inquiries, complaints, and problem resolution, ensuring that established MD service standards are being met in a timely manner.
• · Book client meetings, prepare files, send meeting reminders, and respond to time-sensitive requests from Advisors during client meetings.
• · Adhere to professional standards including policies, procedures and best practices, and professional codes of conduct related to client engagement, taking Scotiabank’s risk appetite and culture into consideration.
• · Identify opportunities, anticipate client needs, & partner with other lines of business to arrange mutually beneficial client contact strategies.
• · Support and participate in the research and resolution of a variety of complex client concerns.

Provides account services to customers by receiving deposits and loan payments, cash checks, issuing savings withdrawal, and recording nights and mails deposits:

• · Handled 35+ financial transactions daily, such as deposits, withdrawals, and bill payments as per standardized procedures with 100% accuracy and accountability whilst adhering to the company's security, operational, and compliance procedures to ensure customer needs were met.
• · Delivered superior customer service, which resulted in perfect customer satisfaction scores exceeding the individual target of 74% each financial quarter. • Achieved and exceeded assigned and personalized goals by promoting appropriate and effective banking and investment solutions that best met the customer's current banking needs.
• · Successfully maneuvered difficult and complex conversations with empathy, professionalism which resulted in customer satisfaction and loyal clientele.

• · Ensuring each customer receives a uniquely personal and memorable customer experience by participating in a high volume of inbound, telephone-based interactions with our Canadian Banking customers responding to any concerns or inquiries relating to their day-to-day banking.
• · Addressed customer inquiries regarding accounts and skillfully managed and resolved complaints to ensure satisfaction.
• · Assisted clients with card and payment matters, as well as other account-related inquiries, providing comprehensive support.
• · Collaborated with management and cross-functional teams to arrange successful financial planning meetings, contributing to effective coordination and communication.

• · Enhanced customer experience, by helping customers complete purchases on our platform, process upgrades/returns. Also helped customers who were experiencing technical issues.
• · Surpassed performance goals by approaching all interactions with resourcefulness, organization, and customer-centric solutions by using consultative techniques to understand customer needs and make strategic referrals to business partners.
• · Maintained financial accounts by processing customer adjustments and handling customer complaints.

• · Served as a liaison between donors and fundraisers as well as provide basic levels of customer service for all special campaigns.
• · Conducted door-to-door fundraising for the "Child for a Dollar a Day" campaign, securely collecting donor banking information to support ongoing fundraising initiatives.
• · Produced daily donation reports for management, contributing to transparent financial tracking and reporting.
• · Gathered customer preferences and requirements to identify and propose optimal products, enhancing customer satisfaction and sales opportunities.