Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Cindy Mui

RICHMOND

Summary

Accomplished Credit Advisor at RBC and Senior Sales Specialist with a proven track record at HSBC, demonstrating 16 years expertise in risk evaluation and exceptional relationship building. Achieved top performance by exceeding sales targets and maintaining over 90% call quality, showcasing strong problem-solving and organizational skills. Successfully led initiatives to enhance customer satisfaction and compliance adherence.

Overview

17
17
years of professional experience

Work History

Credit Advisor

RBC
04.2024 - Current
  • Built strong relationships with clients through regular follow-ups and updates, ensuring their ongoing trust and loyalty.
  • Organized educational workshops for local communities on topics such as budgeting, debt management, and financial planning, fostering greater awareness of sound financial practices.
  • Educated clients on responsible credit usage, promoting long-term financial stability and success.
  • Developed marketing materials highlighting our Credit Advisor expertise and accomplishments securing new business leads for the company.
  • Negotiated with creditors on behalf of clients to reduce outstanding debts or establish favorable payment terms, increasing client satisfaction levels.
  • Collaborated with colleagues to develop new strategies for improving client services, enhancing overall team performance.
  • Provided exceptional customer service by promptly addressing inquiries or concerns resulting in enhanced customer satisfaction.
  • Assisted clients in obtaining loans for various purposes, resulting in increased loan approvals and client satisfaction.
  • Reviewed clients'' credit reports to identify errors or inaccuracies, working with credit bureaus to correct any discrepancies improving client''s credit history.
  • Maintained strict confidentiality of client information, adhering to industry regulations and ethical standards.
  • Produced budget tools, educational support and referrals for clients.
  • Served as a trusted advisor for clients facing financial hardship, offering compassionate support and guidance during difficult times.
  • Worked closely with sales teams to identify prospective clients who may benefit from our services while maintaining high-quality service delivery.
  • Inbound/outbound for the service phone application
  • contain client's bank disclosure for the unsecured lending application.


SENIOR SALES AND SERVICE RBWN-DIRECT BANK

HSBC
05.2018 - 04.2024
  • Achieved the Q2 2023 Risk-Com champion due to catch the 4 fraudsters from the online applications. Analyst client credit reports and interview the client's information mismatch. Fraudsters answer mismatch real client.
  • Achieved Top performance from Q4 2021 to Q4 2023
  • Satisfied Branch internal control, and exceed 90% for call quality target (85%)
  • Provided exceptional customer support, resolving complex inquiries efficiently. Mentored new team members, facilitating their smooth integration and skill development.
  • Handled inbound and outbound calls to seek for opportunity through client conversations.
  • Contributed the overall number of unsecured products such as credit cards, line of credits, loans to achieve the bank set target.
  • Fostered strong team relationships, enhancing cross-functional cooperation. Shared best practices, elevating overall performance in service and sales initiatives.
  • Contributed to the balance of all new deposits credited to account including saving and term deposit to achieve the bank set target.
  • Managed customer investment inquiries and sales, achieving customer satisfaction and retention.
  • Adhering to schedule defined on Workforce Management system.
  • Ensured strict adherence to banking regulations and internal policies. KYC, mitigating risks and building trust.
  • Being proactive and timely in ensuring that customer due diligence is up to date and complete.
  • Complying with the policy and procedures, including identifying customers with potential links to sanative sanctioned countries, supporting initiative to prevent bribery and corruption.

Service and Sales Specialist- Telefund With Direct

HSBC
06.2013 - 05.2018
  • Managed customer investment inquiries and sales, achieving customer satisfaction and retention.
  • Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
  • Built rapport with customers and assessed needs to make product recommendations and upsell.
  • Led high-impact Telefund campaigns, driving customer acquisition and consistently surpassing sales targets, contributing to substantial revenue growth.
  • Provided exceptional customer support, resolving complex inquiries efficiently. Mentored new team members, facilitating their smooth integration and skill development.
  • Fostered strong team relationships, enhancing cross-functional cooperation. Shared best practices, elevating overall performance in service and sales initiatives.
  • Adhering to schedule defined on Workforce Management system.
  • Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
  • Ensured strict adherence to banking regulations and internal policies. KYC, mitigating risks and building trust.
  • Satisfied Branch internal control, SQ, and HIFC compliance review
  • Being proactive and timely in ensuring that customer due diligence is up to date and complete.
  • Complying with the policy and procedures, including identifying customers with potential links to sensitive sanctioned countries, supporting initiative to prevent bribery and corruption.
  • Mutual Funds licensed
  • Achieved Top performance from 2015 - 2016 Q4 Award of Distinction 2016

Premium Banker-Direct Bank

HSBC
03.2011 - 06.2013
  • Led premium banking initiatives, surpassing sales targets and enhancing customer satisfaction.
  • Conducted inbound and outbound calls for the online/phone applications.
  • Analyses client objective and finance pictures, offering tailored lending and investment options.
  • Maintained accurate client records, minimizing risks and enhancing trust.
  • Built strong relationships with teams, ensuring seamless service delivery and compliance.
  • Implemented digital banking solutions, optimizing loan application processes and boosting cross-selling.
  • Ensured strict adherence to banking regulations and internal policies. Maintained meticulous client records, mitigating risks and building trust.
  • Retain at least 80% of the mortgage renewal
  • Adhering to schedule defined on Workforce Management system.
  • Cultivated strong relationships with cross-functional teams, ensuring seamless service delivery and fostering a cohesive work environment.
  • Improved customer satisfaction by delivering personalized banking solutions and exceptional service.
  • Maintained high-quality service standards, addressing client concerns promptly and professionally.

Branch Senior Operations Assistant

HSBC
06.2008 - 03.2011
  • Optimized branch operations and client schedules, driving efficiency and enhancing premium banking services. Consistently excelled in mystery shopping evaluations.
  • Fostered seamless coordination among team members, orchestrating daily branch activities and client appointments to ensure exceptional service delivery.
  • Analyzed and resolved operational challenges, minimizing service disruptions and implementing data-driven solutions to enhance banking procedures.
  • Streamlined mortgage and loan documents preparation, driving efficiency gains and enhancing customer satisfaction in premium banking operations.
  • Meticulously managed client inquiries and appointments, demonstrating unwavering attention to detail in all customer interactions and paperwork.
  • Enhanced team productivity by providing training and mentorship to junior Operations Assistants.
  • Maintained strict compliance with company policies, ensuring all procedures were followed accurately and efficiently.

Branch Customer Service Representative

HSBC
11.2007 - 06.2008
  • Assisted customers with banking transactions, ask the questions about the client's finance needs to make referral.
  • Coordinated with team members to streamline appointment scheduling, enhancing overall branch efficiency and improving client satisfaction rates.
  • Managed front-line operations, ensuring accurate processing of banking transactions and maintaining meticulous records to uphold compliance standards
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed cash drawer effectively, balancing daily transactions and conducting audits as needed.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Associate of Arts - Business Economics

Kwantlen Polytechnic University
Richmond, BC
06.2006

Skills

  • Risk evaluation
  • Compliance knowledge
  • Credit policy development
  • Collateral Valuation
  • Financial statement analysis
  • Credit Scoring
  • Debt Restructuring
  • Loan Origination
  • Debt management
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Multitasking
  • Excellent Communication
  • Organizational Skills
  • Effective Communication
  • Relationship Building
  • Team building
  • Self Motivation

Languages

English
Full Professional
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual

Timeline

Credit Advisor

RBC
04.2024 - Current

SENIOR SALES AND SERVICE RBWN-DIRECT BANK

HSBC
05.2018 - 04.2024

Service and Sales Specialist- Telefund With Direct

HSBC
06.2013 - 05.2018

Premium Banker-Direct Bank

HSBC
03.2011 - 06.2013

Branch Senior Operations Assistant

HSBC
06.2008 - 03.2011

Branch Customer Service Representative

HSBC
11.2007 - 06.2008

Associate of Arts - Business Economics

Kwantlen Polytechnic University

Similar Profiles

CREATE PROFILE
Cindy Mui