Hi, I’m
Eugene Chua
Belcarra,BC
Summary
Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills.
Overview
18
years of professional experience
Work History
Scotiabank, Port Coquitlam
Branch Manager
03.2021 - Current
Job overview
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Engaged employees in business processes with positive motivational techniques.
- Launched new training program to boost employee skills and staff retention rate.
- Generated financial and operational reports to assist management with business strategy.
SCOTIABANK, Port Moody
Branch Manager
09.2017 - 02.2021
Job overview
- Led a team of 4 sales members (2 Senior Financial Advisor, Financial Advisor & Small Business Advisor), 6 service team members (CEL, SCR, CRs & Casual CRs)
- Actively involved with recruitment
- Execute branch management discipline, customer experience model, Service Basic Model to ensure direct reports are given timely feedback and coaching with purpose
- Eg
- Observational coaching and also individual touchbase
- Excecute the “Today Show”, Branch huddles and encourage in-branch campaigns to enhance sales results
- Execute walk around management on a routine basis
- Execute management workflows to ensure all mortgages renewals & GICs renewals @ 80% retention rate and if there are any sales opportunities to disseminate them to sale members
- Execute compliance duties as branch compliance officer for mutual funds reports
- Encourage teamwork and healthy competition among direct reports
- Executing Achievement Assessment with direct reports on a quarterly basis on their personal performance and ensure development plan in place
- Driving the Core Value of the Bank and the RESULTS (Revenue, Earnings, Simplicity, Urgency, Listening, Trust & Support) circle.
SCOTIABANK, White Rock
Assistant Manager
04.2015 - 09.2017
Job overview
- Execute branch management discipline to ensure direct reports are given feedback and proper coaching
- Eg
- Observational coaching and also individual touchbase
- Excecute the “Today Show”, Branch huddles and encourage in-branch campaigns to boost sales results
- Execute walk around management on a routine basis
- Execute management workflows to ensure all mortgages, GICs renewals are retented and if there are any sales opportunities to disseminate them to sale members
- Execute compliance duties as branch compliance officer for mutual funds reports
- Encourage teamwork and healthy competition among direct reports
- Executing Achievement Assessment with direct reports on a quarterly basis on their personal performance.
SCOTIABANK
Financial Advisor
02.2011 - 04.2015
Job overview
- Strong knowledge of customer life cycle needs & current economic & political event
- Provide clients with a financial plan using a holistic approach
- Working as a leader and proactively training new Personal Banking Officers and service staffs
- Organizing branch campaigns to engage service staffs and increase quality referrals
- Wealth Management referrals
- Thorough knowledge of interviewing, solicitation, & telemarketing skills
- Investments switches and retention
- Underwriting of mortgages to get customer preapproved
- Cross selling of banking products (visas, banks accounts, RESP, RRSP,RIF)
SCOTIABANK, Ist & Renfrew
Financial Solution Specialist
11.2011 - 02.2011
Job overview
- New responsible of working with assigned broker mortgage unit clients
- Strong focus on mortgage retention, closing gaps through cross selling for both Maple Trust clients and also BMU clients
- GIC and Mutual Funds investment discussions which leads to investment switches to the Bank
- Refinancing Mortgages, Preapprovals for purchases
SCOTIABANK, Ist & Renfrew
Senior Personal Banking Officer
03.2010 - 11.2010
Job overview
- Assigned to deal with a very difficult Maple Trust Portfolio
- Strong focus on mortgage retention, closing gaps through cross selling
- Refinancing Mortgages, Preapprovals for purchases
- GIC and Mutual Funds investment discussions which leads to investment switches to the Bank
SCOTIABANK, Ironwood Plaza
Personal Banking Officer
07.2010 - 02.2010
Job overview
- Working knowledge of customer life cycle needs & current economic & political events
- Thorough knowledge of interviewing, solicitation, & telemarketing skills
- Mortgage and investments switches and retention
- Underwriting of mortgages to get customer preapproved
- Cross selling of banking products (visas, banks accounts, RESP, RRSP)
- GIC and Mutual Funds investment discussions which leads to investment switches to the Bank
- Eugene Chua Tel: 604-377-7893
SCOTIABANK
Personal Banking Officer Trainee
03.2008 - 06.2008
SCOTIABANK
Customer Support Representative
08.2008 - 03.2008
Job overview
- 49TH & ELLIOTT
- Knowledge of the Bank's on-line interactive systems
- Knowledge of day-to-day banking, investment and retail lending processing and administration
- Working knowledge of cash/custody, security procedures, the features and benefits of the Bank's alternate delivery products and gatekeeping procedures
- Constant interaction with customers and with external support staffs such as team members working at the Centralized Accounting Unit, Domestic Customer Service Centre, Shared Services and the Central Mortgage Unit
SCOTIABANK, 49TH & ELLIOTT
Customer Service Representative
02.2006 - 07.2006
Job overview
- Promote complementary delivery products/services and refer sales opportunities
- Accommodate financial and non financial transactional needs eg
- Deposits/withdrawals on deposit accounts; advances and payments on revolving credit; bill payments; loan payments; mortgage payments; requests to stop payment; back-item related inquiries; ordering interim statements; selling travellers cheques; certifying funds through drafts, money orders, certified cheques, and telephone/telegraphic transfers; address change
- Ensuring that work is completed correctly, thoroughly and is of high quality
Education
Sauder School of Business-U.B
Diploma of Accounting
Professional Financial Planning Course Designation (PFPC)
Canadian Securities Course Designation (CSC)
Branch Compliance Officer (BCO)
UNIVERSITY OF BRITISH COLUMBIA
B.Sc. from Cell Biology & Genetics, Psychology
1999
Skills
- HIGHLIGHTS OF QUALIFICATIONS
- Received a BSc Degree in Cell Biology & Genetics and minor in Psychology (1999)
- Acquired Professional Financial Planning course (PFPC)
- Acquired Canadian Securities Course designation (CSC)
- Acquired Branch Compliance Officer certificate (BCO)
- Superior knowledge in Managerial and Financial Accounting with capabilities of handling A/R, A/P and Financial Statement reports analysis
- Completed the Diploma in Accounting Program offered through the Sauder School of Business
- Over 10 years experience in customer service, 6 years in sales and 2 years in Management
- Excellent computer skills - Basic C programming, MS PowerPoint, Ms Excel, Ms Word, Windows
- Relationship Management
- Staff Management
- Key Performance Indicators (KPI)
Timeline
Branch Manager
Scotiabank, Port Coquitlam
03.2021 - Current
Branch Manager
SCOTIABANK, Port Moody
09.2017 - 02.2021
Assistant Manager
SCOTIABANK, White Rock
04.2015 - 09.2017
Financial Solution Specialist
SCOTIABANK, Ist & Renfrew
11.2011 - 02.2011
Financial Advisor
SCOTIABANK
02.2011 - 04.2015
Personal Banking Officer
SCOTIABANK, Ironwood Plaza
07.2010 - 02.2010
Senior Personal Banking Officer
SCOTIABANK, Ist & Renfrew
03.2010 - 11.2010
Customer Support Representative
SCOTIABANK
08.2008 - 03.2008
Personal Banking Officer Trainee
SCOTIABANK
03.2008 - 06.2008
Customer Service Representative
SCOTIABANK, 49TH & ELLIOTT
02.2006 - 07.2006
Sauder School of Business-U.B
Diploma of Accounting
Professional Financial Planning Course Designation (PFPC)
Canadian Securities Course Designation (CSC)
Branch Compliance Officer (BCO)
UNIVERSITY OF BRITISH COLUMBIA
B.Sc. from Cell Biology & Genetics, Psychology
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