Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Community Involvement
Timeline
Generic

CHRISSIE COLLINS

Edmonton,Canada

Summary

Financial services and operations professional with expertise in payments compliance, reconciliation, and client service. Skilled in CAFT and PPJV reporting, audit preparation, and stakeholder relations, with proven success building client trust and delivering audit-ready processes.

Reliable Support Representative with background in providing top-notch customer service and technical support. Strengths include problem-solving, communication skills, and ability to work under pressure. Demonstrated skill in improving customer satisfaction levels in previous roles through effective handling of queries and complaints. Have made significant contribution towards streamlining processes within past work environments to improve efficiency.

Overview

11
11
years of professional experience
2008
2008
years of post-secondary education

Work History

Payments Support Representative

Peace Hills Trust Company
Edmonton, Canada
01.2025 - Current
  • Lead owner of the CAFT Service Annual Review; consolidated inactive originator, user, and limit reports into Excel pivot dashboards.
  • Developed CAFT/PPJV quarterly reporting procedures with exception tracking and SharePoint documentation.
  • Reconciled PPJV quarterly reports against MS Access data, ensuring 100% accuracy and clear exception tracking.
  • Strengthened client relationships by liaising with branches and originators to resolve inactive users and maintain compliance.
  • Partnered with Credit and leadership to mitigate compliance risks, including visibility of pre-settlement GL accounts in PPJV.

Professional Development Coordinator

Insurance Brokers Association of Alberta
Edmonton, Canada
01.2023 - 01.2025
  • Coordinated 200+ student registrations for webinars, seminars, and CAIB designation courses.
  • Ensured accuracy in exam processes and maintained student progress records.
  • Built reporting templates to track CE credits and supported broker relationship management.

Banking Advisor / Client Advisor

Royal Bank of Canada
Edmonton, Canada
01.2015 - 01.2023
  • Developed branch closure and amalgamation procedures, ensuring accurate reconciliation and client account transitions with zero audit exceptions.
  • Acted as Digital Navigator, training staff and clients on RBC digital platforms and improving adoption.
  • Opened and closed branches, balanced vaults and tills, and ensured compliance with internal controls.
  • Delivered client service across multiple channels (in-person, phone, video), consistently exceeding satisfaction and retention metrics.
  • Trained new advisors on compliance routines, risk mitigation, and client onboarding.

Reconciliation Office

GardaWorld
Edmonton, Canada
01.2023
  • Supported PwC and internal audits by preparing evidence packages, extracting system data, and providing walkthroughs.
  • Trained branch, Vault, and Cash Room staff on Bag Tracking, user setup, and CAFT minimum controls.
  • Conducted reconciliation investigations including offsets, rebalances, and maintaining the daily differences tracker.
  • Produced daily SLA and outage reports, collaborating with banks to resolve discrepancies.
  • Assisted with CVS claim investigations and supported control management to ensure compliance.
  • Served as acting supervisor during manager leave, overseeing reconciliation staff.

Education

KDSS
Kincardine, ON

Skills

  • CAFT & PPJV Reconciliation
  • Audit Preparation
  • Payments Canada Compliance
  • Stakeholder & Client Relationship Management
  • Risk & Control Management
  • Excel (Advanced)
  • MS Access
  • SharePoint
  • Training & Process Rollouts
  • Compliance tracking
  • Client relationship management
  • Project coordination
  • Attention to detail

Accomplishments

  • Created a foolproof CAFT/PPJV quarterly reporting procedure adopted trust-wide, improving audit traceability.
  • Partnered with PwC and internal auditors to deliver zero major findings across multiple audit cycles.
  • Trained 20+ branch and vault staff on CAFT minimum controls using user guides and screenshot-driven quick references.
  • Consolidated 4 reports into a single pivot dashboard, cutting audit prep by 10+ hours per quarter.

Volunteer Community Involvement

  • Pursuit Pinball League, Edmonton, AB, 01/01/24, Present, Active participant in fundraising tournaments supporting the Stollery Children’s Hospital; pursuing board role in 2025.
  • Robertson-Wesley United Church, Edmonton, AB, 01/01/24, Present, Volunteer monthly to prepare and serve community meals for families in need.
  • Other Roles, 01/01/06, 12/31/18, Elevate Festival Association (Co-Coordinator); Multicultural Association of Wood Buffalo (Admin Assistant); Hub’s June Bug Festival (Event Coordinator); Kincardine Scottish Festival (Admin Assistant); Community Living Kincardine (Buddy Program Coordinator).

Timeline

Payments Support Representative

Peace Hills Trust Company
01.2025 - Current

Professional Development Coordinator

Insurance Brokers Association of Alberta
01.2023 - 01.2025

Reconciliation Office

GardaWorld
01.2023

Banking Advisor / Client Advisor

Royal Bank of Canada
01.2015 - 01.2023

KDSS
CHRISSIE COLLINS