Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Gracia Kibinda

Ontario,Canada

Summary

Detail-oriented and bilingual professional with a strong background in financial analysis, client support, and compliance. Experienced in managing complex workflows, preparing accurate reports, and collaborating with cross-functional teams to deliver results. Known for strong organizational skills, effective communication, and a commitment to maintaining accuracy and efficiency in fast-paced environments. Fluent in English and French.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Mortgage Agent – Level 1

Mortgage Architects
Ontario, Canada
10.2024 - Current
  • Provide strategic mortgage guidance for purchases, renewals, refinances, and investment properties, with a strong focus on self-employed and non-traditional borrowers.
  • Assess income stability and eligibility through review of financial documents, tax returns, bank statements, and Notices of Assessment.
  • Identify risk factors and ensure full compliance with lender documentation requirements.
  • Collaborate with brokers and underwriters to ensure timely resolution of discrepancies and successful mortgage funding.
  • Maintain a deep understanding of evolving lending products, rates, and industry guidelines to align clients with suitable financing options.
  • Leverage Velocity mortgage software to manage applications, documentation, and client communications, ensuring an efficient and compliant lending process.

Analyst – External Communications

Smucker Foods of Canada
Ontario, Canada
09.2022 - Current
  • Support cross-functional teams through the analysis of consumer feedback and financial trend data across multiple categories including Frozen Handheld, Spreads, Coffee, Snacks, and Pet Food.
  • Develop recurring business insights reports that inform product quality, brand health, and innovation strategy.
  • Serve as a key liaison between the Consumer Relations team and R&D, Marketing, and Quality, ensuring timely communication of emerging risks and quality concerns.
  • Normalize large datasets and evaluate metrics such as CCPM to identify trends and contribute to compliance reporting and strategic decisions.
  • Champion process improvements by translating frontline consumer data into actionable insights for operational teams.

Bilingual Customer Service Representative & Subject Matter Expert (SME)

Smucker Foods of Canada
Ontario, Canada
01.2018 - 08.2022
  • Provided bilingual (English and French) customer service support across multiple channels—email, phone, social media, and live chat—delivering consistent, high-quality service for Canadian consumers.
  • Served as Subject Matter Expert (SME) for Canadian product knowledge and support procedures, drafting key messaging, maintaining knowledge base articles, and facilitating updates across the Consumer Relations team.
  • Led monthly and quarterly SME reporting and communication, ensuring consistency across agent messaging and alignment with broader brand strategies.
  • Managed sensitive and escalated consumer issues, ensuring resolutions were timely, accurate, and aligned with brand standards.
  • Supported daily social media operations, including Sprout Social community management, review responses, and cross-functional discussions with marketing teams to maintain a cohesive consumer voice online.
  • Fostered a customer-first, solutions-oriented mindset while supporting continuous improvements in service delivery, systems training, and process documentation.

Education

Post-Baccalaureate Diploma - Accounting

Carleton University
Ontario, Canada
06.2025

Bachelor of Arts - Criminology, French

University of Toronto
Ontario, Canada
04.2017

Skills

  • Intercompany Reconciliation & Internal Audit
  • Cash Flow Reporting & Financial Health Assessments
  • Financial Statement & Risk Analysis
  • Excel, Tableau & BI Reporting Tools
  • Cross-Functional Communication
  • Data Interpretation & Validation
  • Task Prioritization & Deadline Management
  • Knowledge Management & Compliance Updates

Certification

Mortgage Agent Level 1

Licensed by FSRA (Financial Services Regulatory Authority of Ontario)

Issued: 2024

Languages

Fluent in English and French

Timeline

Mortgage Agent – Level 1

Mortgage Architects
10.2024 - Current

Analyst – External Communications

Smucker Foods of Canada
09.2022 - Current

Bilingual Customer Service Representative & Subject Matter Expert (SME)

Smucker Foods of Canada
01.2018 - 08.2022

Post-Baccalaureate Diploma - Accounting

Carleton University

Bachelor of Arts - Criminology, French

University of Toronto

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Gracia Kibinda