CHRISTOPHER HERCEG
Summary
Investigations Officer with over 6 years of experience in banking, specializing in compliance, payment processing, and customer service. Demonstrated ability to improve operational efficiency and maintain regulatory compliance through precise record-keeping and effective problem-solving. Recognized with the 2023 Best of the Best award for outstanding individual performance, reflecting a strong commitment to excellence and detail-oriented work.
Overview
6
6
years of professional experience
Work History
Investigations Officer
The Bank of Nova Scotia
Scarborough, Ontario
05.2021 - Current
- Thoroughly review and examine payment instructions from internal and external sources to ensure payments are executed correctly.
- Work with minimal supervision, and ensure inquiries/investigations are actioned and reviewed accurately within Service Level Agreement (SLA) timelines.
- Conduct various types of wire payment investigations (e.g., fraud investigations, recall of funds, cancellation requests, beneficiary claims non-receipt, return of funds, amendments, etc.).
- Communicate with internal and external business partners to ensure partners are aware of the decisions and outcomes of their cases/requests.
- Ensure accurate payment execution and compliance with policies, enhancing operational efficiency.
- Follow accounting procedures to ensure payments and investigations are completed efficiently and within Service Level Agreement (SLA) timelines.
- Responsible for ongoing coaching, training, and development of new and current team members through various methods (e.g., in-person and virtual through one-on-one Microsoft Teams calls).
- Resolve payment issues with exceptional customer service, boosting satisfaction, and trust.
- Proficient in internal bank programs (e.g., BESS, PEGA S.I., TLM, GPI Tracker, GTX Message Exchange).
- Proficient in applications such as Microsoft Office (Microsoft Word, Excel, PowerPoint, Outlook).
- Participate in and facilitate weekly team meetings to review updated processes, review common issues faced among team members, and ensure matters are completed accurately.
- Achieve daily productivity targets while maintaining a low error rate.
Universal Banker
The Bank of Nova Scotia
Mississauga, Ontario
02.2020 - 05.2021
- Opened bank accounts and credit cards for new and existing clients using Onboarding Process Navigator.
- Reviewed customer profiles to recommend products that reduced fees and enhanced satisfaction.
- Assisted clients in establishing Online Banking and demonstrating transactions.
- Conducted complex investigations to resolve client issues effectively.
- Corrected discrepancies in documents and reviewed transactions for compliance legitimacy.
- Identified cross-selling opportunities, directing clients to financial advisors when appropriate.
- Monitored customer accounts for suspicious activity, performing fraud prevention duties.
- Educated customers about the features of different types of bank accounts available.
Customer Representative
The Bank of Nova Scotia
Mississauga, Ontario
03.2019 - 02.2020
- Facilitated client transactions with FFT, improving efficiency and satisfaction.
- Processed wire and Western Union transfers to ensure accuracy and compliance.
- Managed cash operations, maintaining integrity of vault and cash recycling systems.
- Identified sales leads for Financial Advisors, increasing potential revenue opportunities.
- Resolved client inquiries and account maintenance issues in a timely manner.
- Participated in team meetings to enhance best practices for customer issue resolution.
- Cultivated positive relationships with customers through effective communication.
Education
Advanced Diploma - Business Administration
Humber College
Etobicoke, ON01.2018
Skills
- Fraud detection and prevention
- Regulatory compliance
- Customer service excellence
- Data analysis and reporting
- Effective communication skills
- Attention to detail
- Problem solving strategies
- Coaching and mentoring techniques
Accomplishments
2023 Best of the Best: Top individual Performance
Timeline
Investigations Officer
The Bank of Nova Scotia
05.2021 - Current
Universal Banker
The Bank of Nova Scotia
02.2020 - 05.2021
Customer Representative
The Bank of Nova Scotia
03.2019 - 02.2020
Advanced Diploma - Business Administration
Humber College
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