DHANANJAY DHAMIJA
Surrey,BC
Summary
Accomplished Senior Banking Advisor with a proven track record at RBC, demonstrating exceptional attention to detail and customer service excellence. Leveraged computer technology proficiency and strong interpersonal skills to enhance client financial management and resolve complex issues, significantly improving service delivery and client satisfaction.
Overview
5
5
years of professional experience
Work History
Senior Banking Advisor
RBC
Vancouver
08.2024 - Current
- Maintained and updated personal loans and mortgages, handling requests such as payment deferrals, changing payment frequency, processing double-up payments, lump-sum payments, and requesting lien letters
- Supported clients with opening and managing chequing, savings, and US dollar accounts, and set up pre-approved overdraft protection to meet their financial needs efficiently
- Processed new credit card applications and managed credit inquiries or disputes with expert use of platforms like CCSA, SalesPlatform, and telephone banking systems
- Assisted clients with RRSP and TFSA account inquiries, ensuring timely updates and accurate information while adhering to regulatory guidelines
- Helped clients with online banking concerns, including resetting passwords, resolving E-transfer issues, and addressing problems with transactions on their accounts
- Possess extensive knowledge of various software platforms, including CCSA, Salesforce, SalesPlatform, and telephone banking systems, ensuring efficient and accurate service delivery across multiple client needs
Credit Card Advisor
Tek Systems
Vancouver
11.2023 - 08.2024
- Provided exceptional customer service to RBC credit card holders via phone, email, and chat
- Managed and resolved customer issues through online chat, including card usage, account access, and disputes
- Informed customers of payment due dates and explained billing cycles and payment requirements
- Assisted customers with financial difficulties by establishing payment arrangements and offering solutions like deferrals and reduced payment plans
- Processed credit limit increases, card replacements, and account closures, updated account information
- Maintained up-to-date knowledge of RBC credit card products, educating customers on options and promoting additional services
- Adhered to RBC policies, ensuring customer information confidentiality and security
- Efficiently addressed and resolved customer complaints, escalating complex issues when necessary
- Provided information and assistance to HSBC customers during the RBC/HSBC merger, ensuring a smooth transition
Senior Personal Loan Advisor
Spring Financial
Vancouver
06.2022 - 09.2023
- Conduct thorough credit checks and financial assessments to determine clients' eligibility for personal loans
- Request, verify, and process all necessary documentation to ensure timely and accurate loan underwriting
- Provide clients with clear, detailed information on loan terms, repayment schedules, and interest rates, ensuring informed decision-making
- Manage the end-to-end loan process, from initial application to closing, delivering a seamless customer experience
- Perform risk assessments and collaborate with underwriting teams to ensure compliance with regulatory standards and internal policies
- Provide excellent customer service by leveraging strong interpersonal and communication skills to address inquiries and resolve issues
Technical & Sales Representative
Asurion
Moncton
01.2022 - 06.2022
- Provided technical support to customers, addressing inquiries, troubleshooting software/hardware issues, and resolving technical problems promptly
- Effectively communicated complex technical solutions in a clear and understandable manner, resulting in an increase in customer satisfaction
- Utilized consultative selling techniques to upsell and cross-sell relevant products/services
- Collaborated with the sales team to identify opportunities and provide technical insights during sales interactions
- Managed and documented customer interactions using CRM software, maintaining accurate and up-to-date records
- Consistently met or exceeded monthly sales targets
Customer Service And Claims Advisor
Asurion
Moncton
02.2021 - 12.2021
- Provided prompt and empathetic assistance to clients, addressing inquiries related to claims, policies, and procedures
- Guided clients through the claims process, ensuring accurate documentation and timely resolution
- Collaborated with internal teams to expedite claims processing and resolve complex issues
- Maintained high customer satisfaction ratings
- Utilized strong communication skills to explain claim decisions and policy information to clients
- Managed and documented customer interactions using CRM software, maintaining accurate and up-to-date records
Senior Escalation Resolution Agent
Nordia Inc
Waterloo
04.2020 - 02.2021
- Managed escalated customer issues, providing prompt and empathetic support to resolve concerns and ensure customer satisfaction
- Conducted thorough investigations to identify root causes of escalated problems, collaborating with cross-functional teams to implement lasting solutions
- Mentored and coached junior team members
- Developed and implemented escalation protocols and best practices, resulting in more efficient handling of complex cases
Education
Diploma - Financial Analysis, Risk Management, Accounting Principles, Business Communication
Conestoga College
Waterloo05.2019
Skills
- Attention to Detail
- Computer/Technology Proficiency
- MS Office Suite (Word, Excel, PowerPoint)
- Independent Work Ethic
- Time Management
- Customer Service Excellence
- Strong Interpersonal and Communication Skills
- Adaptability to Variable Work Hours
References
References available upon request
Timeline
Senior Banking Advisor
RBC
08.2024 - Current
Credit Card Advisor
Tek Systems
11.2023 - 08.2024
Senior Personal Loan Advisor
Spring Financial
06.2022 - 09.2023
Technical & Sales Representative
Asurion
01.2022 - 06.2022
Customer Service And Claims Advisor
Asurion
02.2021 - 12.2021
Senior Escalation Resolution Agent
Nordia Inc
04.2020 - 02.2021
Diploma - Financial Analysis, Risk Management, Accounting Principles, Business Communication
Conestoga College
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