CHRISTIANA OMOTOSHO

-Manage over 50 inbound calls per day from all across Canada, uncovering financial needs, providing help and professional advice

-Establish long term client relationship through effective communication to uncover needs, helping clients through education and demonstration, leveraging technology to create memorable client experience

-Perform financial account reviews for mortgages, loans, lines of credit and credit cards and day to day accounts using financial tools to review rates, payments, answering client's questions towards helping clients achieve their financial goals

-Increase sales and performance by providing professional advice and recommending appropriate financial solutions for client needs and financial circumstances

-Performs account maintenance through receiving and submitting client's payments to further reduce open account balances and bring accounts up to date

-Responds to client concerns and questions about credit scores and methods to improve numbers and client's financial overview

-Interview clients by telephone to gather financial information and complete credit application for adjudication

-Collaborate with market-leading professionals in financial planning, retirement planning, mortgages, and business banking experts to ensure clients receive customized and relevant expert advice

• Consistently meets and exceed solution targets through provision of professional, responsive customer service to incoming client calls, assisting clients with their immediate financial needs through recommending appropriate products and services.
• Answer a variety of questions, assisting with a myriad of banking solutions and resolving client concerns at first point of contact
• Educate and assist clients with using RBC digital capability, providing assistance relating to RBC online banking and mobile site functionality; password reset and sign-in protection issues
• Delivers effective root cause analysis, problem diagnosis and solution recommendation to clients
• Resolve problems at first point of contact in a friendly and helpful manner and refer more complex situations to RBC partners, as appropriate.
• Manage risks by adhering to compliance routines, processes, and controls to protect client and bank's interests
• Resourceful through leveraging of tools and resources to find the right answers, while cultivating and maintaining relationships with partners (through referrals) and clients to work as one RBC team

• Consistently assisted manager as an escalation champion , helping to resolve escalations at first point of contact.

• Established good rapport with a variety of customers and their changing needs
  
• Identifies and Secure sales opportunities on calls, including price plan or phone upgrades, accessories, new customer leads and additional line sales
  
• Assist customers with their inquiries via phone calls, email (including billing inquiries, contract/ plan information, processing bill payments and cancellations)
  
• Take accountability to solve issues from beginning to end
  
• Provide world class customer service during every customer interaction
  
• Collects relevant information to address the customer's issue, and identify and develop a practical resolution
  
• Finds customer answers quickly and accurately while using multiple resources
  
• Provide first level trouble shooting for all devices ( i.e online account recovery, Channel updates, Changing voice mail number, replacing sim cards)
• Work remotely with full access to high speed internet
  
  

• Provide an excellent experience for new and existing CIBC clients by identifying their needs through utilization of CIBC financial tools
• Assist clients by providing access to ABM, online banking and telephone banking services
• Assist clients by proposing solutions to address financial objectives such as debt management, investment and other financial goals
• Plan business activities in order to meet weekly sales, service and referral targets for personal and small business clients
• Proactively selling and preparing documentation for approval of chequing and savings products, Lending products including Mortgages, secure/unsecured lines of credit, student loans, and investment products
• Proactively initiate phone calls to book appointments with clients to discuss their needs and other financial solutions
• Accurately capture and validating a client's personal and financial information and ensuring the documents are complete in accordance with CIBC policies and procedures for credit and loan application
• Submit credit and loan applications to underwriter with recommendations for approval or rejection; or approve or reject applications within authorized limits ensuring that credit standards of the institution are respected
• Acting as a joint custodian for cash and securities