Summary
Overview
Work History
Education
Skills
Timeline
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Diva Lufu

Personal Lending Specialist
Calgary,Alberta

Summary

Results-driven lending specialist with a proven track record in the financial services sector, excelling in creditworthiness analysis and loan portfolio management. Expertise in ensuring compliance with regulatory standards while fostering strong customer relationships and delivering impactful results. Recognized for adaptability and effective teamwork, along with a strong skill set in risk assessment and financial analysis. Committed to driving success through strategic insights and a customer-centric approach.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Personal Lending Specialist

BMO Bank
Calgary, Alberta
11.2024 - Current
  • Managing credit and lending-related sales and service to customers, providing expert advice on borrowing strategies, and ensuring timely and accurate processing of loan applications
  • Identifying cross-selling opportunities and building strong relationships with referral networks
  • Providing excellent customer service, including answering questions, addressing concerns, and resolving issues in a timely manner
  • Understanding and applying knowledge of lending products, policies, and procedures.
  • Evaluating loan applications, reviewing financial documents, and assessing creditworthiness.
  • Identifying and pursuing opportunities to sell lending products and services, while ensuring client satisfaction.
  • Provided exceptional customer service by addressing client inquiries promptly and professionally.
  • Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.

Bilingual Insurance Advisor

TD INSURANCE
Ottawa, Ontario
10.2023 - 10.2025
  • Responsible for achieving sales, quotes and call targets.
  • Ensures quality and productivity objectives are met.
  • Processes call backs, submissions and mail in a timely manner.
  • Accountable for providing a high level of service to our clients.
  • Promotes company features and benefits as part of ongoing portfolio reviews.
  • Cross sell a variety of products at every opportunity
  • Promotes client loyalty through attention to detail and relationship-building.
  • Remains current on all company philosophies and procedures.
  • Accepts risks within established guidelines.
  • Quote and bind insurance for new and existing clients
  • Maintained accurate records of client interactions, ensuring seamless service delivery during policy reviews or renewals.
  • Enhanced customer trust by addressing concerns and explaining complex policy details in understandable terms.

Personal Banker and Financial Services

ACCENTURE
06.2021 - 07.2023
  • Investigate customer account details for non-payments, delayed payments and other irregularities
  • Reconciling customer accounts and resolve payment differences
  • Liaising with other members of finance team and working closely with sales and customer service
  • Deal with any phone or email/postal queries from customers in relation to the closure of their bank accounts.
  • Create and submit bank line sheets and send payment verification off to the verification team
  • Ensuring all policies, procedures and controls as laid down by the business are complied with and are applied appropriately in line with regulatory requirements.
  • Working with customers on repayment plans and options
  • Making outbound calls to ensure customers keep up to date with repayment of their credit
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.

Patient Scheduling Representative

STANFORD CHILDREN’S HEALTH
02.2020 - 05.2021
  • Track pertinent key performance indicators and perform quality assurance reviews of patient accounts as directed by your Team Lead
  • Perform non-clinical screening to ensure the patient is seen by the right physician at the right time
  • Ensure all existing patient information is verified as required and patient preferences were accurately reflected within their medical record (e.g., insurance coverage, mailing address, phone number, Email)
  • Review assigned work queues and address any pending scheduling needs.
  • Kept schedules organized and balanced with meetings, appointments, and travel.
  • Improved customer satisfaction with timely appointment confirmations, reminders, and rescheduling as needed.

Customer Service Advisor

DEBENHAMS
03.2017 - 07.2019
  • Helped customers navigate store, complete sales, and process returns.
  • Resolved customer concerns using strong communication and conflict management skills.
  • Used feedback from customers and personal observations to better capitalize on sales opportunities. Discussed promotions and special offers to customers to increase sales.
  • Managed multiple tasks simultaneously while meeting deadlines.
  • Delivered consistent service to develop customer base.


Crew member

Mc DONALDS
07.2016 - 01.2017
  • Taking and delivering orders to customers
  • Ensuring that the restaurant is kept clean at all time
  • Ensuring that there is up to date stock
  • Making sure that customers were satisfied
  • Reporting any problems to the manager
  • Worked closely with managers and fellow crew members to prepare orders
  • Maintained high cleanliness and adhered to health code standards.
  • Provided excellent customer service by greeting customers and meeting quality expectations.

Education

General Insurance License -

Insurance Institute of Canada
07.2024

Business Administration - undefined

Rathmines College
04.2017

Leaving Certificate - undefined

Rathmines College
06.2016

Skills

  • Loan servicing

  • Credit analysis

  • Customer service

  • Problem-solving abilities

  • Time management

  • Multitasking

  • Client relationship building

  • Analytical and critical thinking

  • Verbal and written communication

  • Organizational skills

  • Mortgage lending

  • Portfolio management

  • Documentation review

  • Sales acumen

Timeline

Personal Lending Specialist

BMO Bank
11.2024 - Current

Bilingual Insurance Advisor

TD INSURANCE
10.2023 - 10.2025

Personal Banker and Financial Services

ACCENTURE
06.2021 - 07.2023

Patient Scheduling Representative

STANFORD CHILDREN’S HEALTH
02.2020 - 05.2021

Customer Service Advisor

DEBENHAMS
03.2017 - 07.2019

Crew member

Mc DONALDS
07.2016 - 01.2017

Business Administration - undefined

Rathmines College

Leaving Certificate - undefined

Rathmines College

General Insurance License -

Insurance Institute of Canada

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Diva LufuPersonal Lending Specialist