Cherlie Paul
Bowmanville,Canada
Summary
Detail-focused, bilingual Compliance Inspector with extensive experience in customer care, risk management, compliance, and analysis. Proficient in identifying and mitigating risks while ensuring regulatory compliance. Adept at collaborating with cross-functional teams to improve processes, exceed performance goals, and deliver exceptional service. Fluent in English and French, with a strong ability to interpret guidelines, manage complex tasks, and support compliance-related initiatives.
Overview
20
20
years of professional experience
Work History
Customer Care Representative (MCCSS)
Service Ontario
09.2024 - 02.2025
- Delivered comprehensive customer service, providing information on government programs, including Ontario Disability Support Program and Ontario Works
- Interpreted guidelines and procedures to ensure accurate, consistent information was provided to clients
- Managed complex client inquiries, escalating to relevant program areas as necessary to resolve issues efficiently
- Produced reports, managed databases, and ensured compliance with service standards
- Public & Business Service Delivery
Bilingual Credit Risk Analyst
TD, Securities Third Party
03.2021 - 03.2024
- Conducted testing programs to ensure compliance with credit risk management procedures and policies
- Analyzed portfolio data, identified trends, and escalated potential risks while proposing mitigation strategies
- Collaborated with internal and external stakeholders to improve risk management practices and service delivery
- Produced detailed reports that informed risk mitigation strategies
Business Control Analyst / Governance and Control
TD, Retail RESL Compliance
11.2017 - 03.2021
- Conducted audits of real estate product applications to ensure compliance with regulatory guidelines and TD policies
- Served as Subject Matter Expert for French language documents, performing detailed reviews to ensure linguistic and regulatory accuracy
- Identified trends and escalated potential issues to management to enhance business decision-making and compliance
- Monitored branch operations and ensured adherence to operational compliance controls
Bilingual Phone Channel Resource Officer
TD, Phone Channel
05.2016 - 11.2017
- Supported multiple departments by handling escalated complaints and complex client inquiries, ensuring compliance with banking and insurance procedures
- Maintained high standards of customer service while resolving issues quickly and professionally
- Contributed to operational efficiency by sharing best practices and training team members
Bilingual Senior Merchant Direct Specialist
TD, Merchant Services
05.2012 - 05.2016
- Delivered technical support and customer service for merchants, managing compliance with industry regulations and TD’s POS systems
- Monitored industry trends and provided management with insights to optimize processes and compliance practices
- Supported merchants in managing accounts, reconciliations, and ensuring adherence to regulations
Bilingual Credit Assistant
TD, National Appraisal Services
08.2008 - 05.2012
- Reviewed residential real estate appraisals to ensure compliance with TDCT lending policies
- Delivered exceptional customer service to branch sales teams, mortgage specialists, and external vendors
- Assisted in achieving team goals while ensuring compliance with internal processes and service standards
Bilingual Telephone Banking Specialist
TD, Phone Channel
07.2005 - 05.2012
- Delivered high-quality telephone customer service, offering products and services that met customer needs while ensuring compliance with regulatory requirements
- Identified new business opportunities and delivered consistent service that contributed to branch success
Education
Paralegal Research (French)
College Boreal
Operations Management
Durham College
Management Leadership Skills
Durham College
Leading Responsibly
Durham College
Certificate - Risk Management
York University
Certificate - French Oral and Written
College Boreal
Skills
- Compliance & Reporting
- Risk Management & Mitigation
- Regulatory Compliance
- Quality Assurance & Auditing
- Bilingual (English/French)
- Process Improvement
- Data Management & Reporting
- Analytical Thinking & Problem Solving
- Client Relations & Customer Service
- Reporting & Analysis
Languages
English | French
Timeline
Customer Care Representative (MCCSS)
Service Ontario
09.2024 - 02.2025
Bilingual Credit Risk Analyst
TD, Securities Third Party
03.2021 - 03.2024
Business Control Analyst / Governance and Control
TD, Retail RESL Compliance
11.2017 - 03.2021
Bilingual Phone Channel Resource Officer
TD, Phone Channel
05.2016 - 11.2017
Bilingual Senior Merchant Direct Specialist
TD, Merchant Services
05.2012 - 05.2016
Bilingual Credit Assistant
TD, National Appraisal Services
08.2008 - 05.2012
Bilingual Telephone Banking Specialist
TD, Phone Channel
07.2005 - 05.2012
Paralegal Research (French)
College Boreal
Operations Management
Durham College
Management Leadership Skills
Durham College
Leading Responsibly
Durham College
Certificate - Risk Management
York University
Certificate - French Oral and Written
College Boreal
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