Gayan Kaduwela
Brampton,Canada
Summary
Results-driven financial professional with extensive experience in banking, credit analysis, and customer relationship management. Adept at providing tailored financial solutions, mitigating risk, and enhancing client satisfaction. Strong problem-solving skills combined with excellent communication and negotiation abilities. Passionate about delivering exceptional customer service and supporting clients in financial decision-making.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Banking Advisor
Royal Bank of Canada
Brampton, Canada
05.2022 - Current
- Contributed to achieving one of the highest customer survey NPS scores at Sunny Meadow Branch, RBC, for the years 2022-2023.
- Delivered expert financial advice and insights, ensuring customers received relevant information.
- Built and nurtured long-lasting customer relationships.
- Collaborated with a diverse team to support branch business growth, and provide a positive customer experience.
- Prepared and presented detailed financial reports and performance analytics to clients during review meetings.
Credit Recovery Officer
Commercial Bank of Ceylon
, Sri Lanka
04.2012 - 04.2022
- Credit Analysis & Risk Evaluation: Assessed 200+ high-risk accounts monthly, identifying trends and implementing tailored recovery strategies, leading to a 22% decrease in delinquency rates across the Central Region in 2021.
- Financial Advisory & Investment Strategies: Provided personalized financial advice to over 500 clients, helping 78% restructure their debt and regain financial stability while reducing charge-offs.
- Loan Processing & Debt Recovery: Negotiated repayment plans for overdue accounts exceeding $5M in total debt, achieving a 30% recovery rate in 2021, surpassing regional targets.
- Customer Relationship Management: Maintained strong client relationships by providing empathetic support, improving customer retention, and achieving a 96% satisfaction score in post-call surveys.
- Negotiation & Conflict Resolution: Successfully negotiated settlements on high-risk delinquent accounts, resolving 45% of disputes without legal escalation, minimizing operational risks.
- Strong Attention to Detail: Reviewed and corrected 100% of client account details for accuracy and compliance, ensuring zero processing errors in 2021 audits.
- Compliance & Regulatory Adherence: Ensured full compliance with RBC’s credit risk policies and regulatory guidelines, leading to zero regulatory infractions in the Central Region.
- Expert in Microsoft Excel & Financial Reporting: Developed automated tracking sheets in Excel, improving data accuracy and reducing reporting time by 35% for the regional recovery team.
- Call Center & Customer Service Experience: Managed an average of 120 outbound calls per day, successfully securing repayment commitments on 60% of overdue accounts within the first contact.
- Time Management & Team Collaboration: Consistently met and exceeded daily, weekly, and monthly recovery targets, contributing to a 15% improvement in team productivity across the Central Region.
- Oral and Written Communication Skills: Drafted and sent over 1,000 payment reminder notices and legal warnings, leading to a 20% increase in voluntary repayments, without further intervention.
Education
Master's - Business Administration and Management
Cardiff Metropolitan University
United Kingdom11.2018
Advanced Diploma - Diploma in Banking & Finance
Institute of Bankers of Sri Lanka
09.2016
Graduate Certificate - Banking and Finance
Institute of Bankers of Sri Lanka
09.2015
Skills
- Credit Analysis & Risk Evaluation
- Financial Advisory & Investment Strategies
- Loan Processing & Debt Recovery
- Customer Relationship Management
- Negotiation & Conflict Resolution
- Strong Attention to Detail
- Compliance & Regulatory Adherence
- Expert in Microsoft Excel & Financial Reporting
- Call Center & Customer Service Experience
- Time Management and Team Collaboration
- Oral and written communication skills
Certification
- Canadian Investment Funds Course (IFIC) - Mutual Funds Licensed
- Investment Industry Regulatory Organization of Canada (IIROC) License
Websitesprofiles
linkedin.com/in/gayan-kaduwela-a84b31215
Timeline
Banking Advisor
Royal Bank of Canada
05.2022 - Current
Credit Recovery Officer
Commercial Bank of Ceylon
04.2012 - 04.2022
Master's - Business Administration and Management
Cardiff Metropolitan University
Advanced Diploma - Diploma in Banking & Finance
Institute of Bankers of Sri Lanka
Graduate Certificate - Banking and Finance
Institute of Bankers of Sri Lanka
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